diff --git a/IQ/Agents/101-riverbed-iq-assist-for-servicenow/README.md b/IQ/Agents/101-riverbed-iq-assist-for-servicenow/README.md new file mode 100644 index 0000000..48d9c0f --- /dev/null +++ b/IQ/Agents/101-riverbed-iq-assist-for-servicenow/README.md @@ -0,0 +1,274 @@ +# Riverbed IQ Assist for ServiceNow - Cookbook IT ServiceDesk 101 + +:alarm_clock: Approximately 45 minutes + +## Introduction + +This cookbook contains the step-by-step instructions to integrate Riverbed IQ Assist with ServiceNow, enabling AI-powered IT service management capabilities for Incident, Problem, and Alert managers. + +**What you'll accomplish:** +- Automate incident diagnosis and enrichment +- Enable intelligent troubleshooting from ServiceNow tickets +- Leverage Riverbed's observability data directly in your ITSM workflows + +After setting up the app in ServiceNow, you'll learn how to customize and extend it with additional Skills. + + +| Prerequisites | Description | +|---------------|-------------| +| ServiceNow Tenant | A ServiceNow instance with admin access | +| Riverbed Platform | Active Riverbed tenant with Platform Admin role access | +| Data Sources | At least one configured data source (e.g., Aternity, NPM+) | + + +## Table of Contents +- [Preparation in the Riverbed Console](#preparation-in-the-riverbed-console) +- [Installation in ServiceNow](#installation-in-servicenow) +- [Configuration in Riverbed Console](#configuration-in-riverbed-console) +- [Finalize configuration in ServiceNow](#finalize-configuration-in-servicenow) +- [FAQ](#frequently-asked-questions-faq) + + +## Preparation in the Riverbed Console + +### 1. Access the console as Admin + +Open the Riverbed console with a user having the Platform Admin role, and navigate to **IQ Ops** + +For example: `https://your_tenant.cloud.riverbed.com` + +### 2. Enable Riverbed IQ Assist + +* Go to IQ Ops > Management > **Riverbed IQ Assist Configuration** + +* Review and click on opt-in to enable the feature + +* Go to IQ Ops > Integrations Library + +* Find Riverbed IQ Assist, install the integration and configure a connector that you can name Riverbed IQ Assist + +
+Click here to see an example screenshot + +![alt Riverbed IQ Assist](assets/screenshot_riverbed_iq_assist_connector.png) + +
+ +### 3. Enable Riverbed Data-Sources + +* Go to IQ Ops > **Management** > **Edges & Data Sources** + +* Enable your data sources (e.g. Aternity SAAS, NPM+) + +> [!NOTE] +> Setting up an integration is required for the **Aternity** data source + +
+Click here for more details about Aternity connector + +* Go to IQ Ops > Integrations Library + +* Install Aternity EUEM integration + +* Create a connector + +* Configure the Basic Details + + * Aternity domain: in the Aternity web console, click on the User icon in the top right corner, click on REST API Access, grab the hostname from the URL (For example: your_env-odata.aternity.com) + + * Account Id: open the Aternity web console, check the URL, and extract the value of the **ACCT** url parameter (For example, **1234** in this URL `https://your_env.aternity.com/#/view/...?BACCT=1234&....`) + + * Authentication Method: It is recommended to use OAUTH 2.0 (Basic Authentication is also supported). + + * Service Tags: Enable ODATA and REMEDIATION + +* Configure the Authentication Parameters for **OAUTH 2.0** + + * Follow the link to the help page to [enable OAUTH in Aternity](https://help.aternity.com/bundle/console_admin_guide_x_console_saas/page/console/topics/admin_config_auth.html) and obtain the details for the connector (credentials)) + + * Grant Type: select **Client Credentials** + + * Set **Client Id**, **Client Secret**, **Authentication URI** and **Scope** + +* Test the connector for example using the following URL `https://your_env-odata.aternity.com/aternity.odata/latest/CONNECTION_TEST` (replacing **your_env** with your own environment) + +![alt Riverbed IQ Assist](assets/screenshot_aternity_connector.png) + +
+ + +## Installation in ServiceNow + +* Go to ServiceNow store: [click to open ServiceNow store](https://store.servicenow.com/sn_appstore_store.do#!/store/search?q=Riverbed) + +* Open the page of the certified application **Riverbed IQ Assist** + +* With your ServiceNow admin team follow the **Installation Guide** provided in the **Links and documents** section. The guide contains the step-by-step process for the preparation of the ServiceNow instance and configuration of Riverbed IQ Assist for ServiceNow application (scoped application). + + * Install the application + + * Create a user in ServiceNow for the external system connector (Riverbed Platform) + + * Configure the application to enable connector to the Riverbed Platform + + * Grant permissions to users in ServiceNow (using roles) + +* Get the details to set up the connector on the Riverbed Platform (instance name, URL and user credentials). + +## Configuration in Riverbed Console + +### 1. Access the console as Admin + +* Open the Riverbed console with a user having the Platform Admin role, and navigate to **IQ Ops** + +For example: `https://your_tenant.cloud.riverbed.com` + +### 2. Add a connector for ServiceNow + +* Go to IQ Ops > Integrations Library + +* Install ServiceNow integration + +* Create a connector + +* Configure the Basic Details + + * ServiceNow Server: Use the host of your ServiceNow instance, for example, it is `your_servicenow_instance` in the following ServiceNow console URL `https://your_servicenow_instance.service-now.com` + + * Check the box **Use with Riverbed IQ Assist App** + + * Authentication Method: It is recommended to use OAUTH 2.0 (Basic Authentication is also supported). + +* Configure the Authentication Parameters with the info provided by the ServiceNow team. + +
+Click here to see an example screenshot + +![alt text](assets/screenshot_servicenow_connector.png) + +
+ +### 3. Configure the "Quick Start" skill + +The "Quick Start" skill can be be used for incident management and IT Service Desk assistance use-cases. When triggered from ServiceNow, the runbook diagnoses the end-user endpoint and enrich the incident ticket with diagnosis. + +**Steps:** + +1. **Import the Runbook** + - Download the [runbook file](../../Automation/External%20Runbooks/100-riverbed-iq-assist-for-servicenow-incident-quickstart/Riverbed%20IQ%20Assist%20for%20ServiceNow%20-%20Incident%20-%20Quick%20Start.json) + - Go to IQ Ops > Automation + - Import the runbook in External Runbooks + - Toggle "Allow Automation" on + +2. **Add Automation Trigger** + - Go to Automation Management + - Click **Add Automation for external trigger** + - Select Trigger: **Webhook** + +3. **Set Conditions** + Configure the following URL parameters: + +| URL Parameter | Condition | Value | +| --- | --- | --- | +| service | equals | riverbed_iq_assist | +| connector_type | equals | servicenow | +| instance | equals | *your_servicenow_instance* (see Notes) | +| version | equals | latest | +| type | equals | incident | +| skill | equals | default | + +> [!NOTE] +> For the URL Parameter **instance** , use the name of your ServiceNow instance. It is the host prefix with in the URL the ServiceNow console. For example, The instance is `your_servicenow_instance` with this URL `https://your_servicenow_instance.service-now.com` + + +## Finalize configuration in ServiceNow + +* Go to IQ Ops > Management > API Access + +* Grab **Base URI** and **Tenant Id** to compose the **Skills Webhook URL** a follow: + `/api/automation/1.0/tenants/` + + `/webhooks?service=riverbed_iq_assist&connector_type=servicenow&version=latest&instance=` + + +| | Example | +| -- | -- | +| Base URI | `https://your_env.app.riverbed.cloud.com` | +| Tenant Id | `123456` | +| ServiceNow instance | `your_servicenow_instance` | +| **Skills Webhook URL** | `https://your_env.app.riverbed.cloud.com/api/automation/1.0/tenants/123456/webhooks?service=riverbed_iq_assist&connector_type=servicenow&version=latest&instance=your_servicenow_instance` + +* Grab the **Access Token URI** and **API Scope**, compose the **Skills Webhook URL**: + +| **Configuration** | **Example** | +| --- | --- | +| **Access Token URI** |`https://login.microsoftonline.com/987654-987654-987654/oauth2/v2.0/token` +| **API Scope** | `api://987654-654321-321654/.default` + +* Click on **Create OAuth Client** to generate a new client. It requires a name, for example put "Riverbed IQ Assist for Copilot". + +* Obtain the generated credentials: **Client Id** and **Client Secret** + +* Go to ServiceNow > All > Riverbed IQ Assist > Configuration. + +* Configure the application (reference: IQ Assist for ServiceNow app - Installation Guide, section 3. Configuration): + +> [!NOTE] +> Need help? Contact your Riverbed Solution Engineer or [Riverbed Support](https://support.riverbed.com/) + + +## Testing Your Integration + +After completing the setup, verify the integration: + +1. **Test from ServiceNow** + - Create a test incident in ServiceNow + - Trigger the Riverbed IQ Assist action + - Verify the incident is enriched with diagnostic data + + +
+Click here to see an example screenshot + +![alt text](../../Automation/External%20Runbooks/100-riverbed-iq-assist-for-servicenow-incident-quickstart/100-riverbed-iq-assist-for-servicenow-incident-quickstart.png) + +
+ + +2. **Check Logs** + - In Riverbed Console: IQ Ops > Automation > Automation Analysis history + - In ServiceNow: All > Riverbed IQ Assist > Logs + + +## Frequently Asked Questions (FAQ) + +### What data sources are supported? +Riverbed IQ Assist supports multiple data sources including Aternity EUEM, NPM+, AppResponse, APM, NetIM, and others. + +### How long does installation take? +Plan for approximately 45 minutes for initial setup, plus additional time for skill customization. + +### Can I customize the diagnostic workflow? +Yes! See the advanced skills configuration below. + +### How to configure skills? (ADVANCED) + +Use advanced skills to tailor IQ Assist for your specific Incident, Problem, or Alert workflows. + +You can find and grab samples from the [Riverbed Community Toolkit repository](https://github.com/riverbed/Riverbed-Community-Toolkit/tree/master/IQ). + +> [!NOTE] +> Need help designing or validating skills? Contact your Riverbed Solution Engineer. + + +## Troubleshooting + +**Common Issues:** + +| Issue | Solution | +|-------|----------| +| Webhook not triggering | Verify URL parameters match exactly | +| No data in incidents | Confirm data sources are enabled and connector is active | +| Authentication errors | Regenerate OAuth credentials and update in both systems | + +## License + +Copyright (c) 2026 Riverbed Technology, Inc. + +The contents provided here are licensed under the terms and conditions of the MIT License accompanying the software ("License"). The scripts are distributed "AS IS" as set forth in the License. The script also include certain third party code. All such third party code is also distributed "AS IS" and is licensed by the respective copyright holders under the applicable terms and conditions (including, without limitation, warranty and liability disclaimers) identified in the license notices accompanying the software. diff --git a/IQ/Agents/101-riverbed-iq-assist-for-servicenow/assets/screenshot_aternity_connector.png b/IQ/Agents/101-riverbed-iq-assist-for-servicenow/assets/screenshot_aternity_connector.png new file mode 100644 index 0000000..c3c3831 Binary files /dev/null and b/IQ/Agents/101-riverbed-iq-assist-for-servicenow/assets/screenshot_aternity_connector.png differ diff --git a/IQ/Agents/101-riverbed-iq-assist-for-servicenow/assets/screenshot_riverbed_iq_assist_connector.png b/IQ/Agents/101-riverbed-iq-assist-for-servicenow/assets/screenshot_riverbed_iq_assist_connector.png new file mode 100644 index 0000000..6ca1544 Binary files /dev/null and b/IQ/Agents/101-riverbed-iq-assist-for-servicenow/assets/screenshot_riverbed_iq_assist_connector.png differ diff --git a/IQ/Agents/101-riverbed-iq-assist-for-servicenow/assets/screenshot_servicenow_connector.png b/IQ/Agents/101-riverbed-iq-assist-for-servicenow/assets/screenshot_servicenow_connector.png new file mode 100644 index 0000000..79ef644 Binary files /dev/null and b/IQ/Agents/101-riverbed-iq-assist-for-servicenow/assets/screenshot_servicenow_connector.png differ diff --git a/IQ/README.md b/IQ/README.md index 7572670..94927c7 100644 --- a/IQ/README.md +++ b/IQ/README.md @@ -8,11 +8,12 @@ This folder contains cookbooks and samples to be used when building Agents and R ## Quick start -## Agents +## Agents cookbooks with Riverbed IQ Assist | Agent | Description | Tags | Last update | | --- | --- | --- | --- | | Copilot IT Self-Service | [More details](Agents/101-Copilot-IT-SelfService) | Microsoft Copilot | Jan. 2026 | +| Riverbed IQ Assist for ServiceNow | [More details](Agents/101-riverbed-iq-assist-for-servicenow) | ServiceNow, SOW | Feb. 2026 | ## Automation runbooks