Installation of LogicMonitor Data Exchange with Domain Separation

The LogicMonitor Data Exchange (LMDX) application connects your LogicMonitor Edwin AI platform with your ServiceNow instance to enable real-time data exchange. LDMX facilitates communication between the two systems and allows Edwin AI to automate responses and enrich incidents in real time based on LogicMonitor alerts and contextual data. 

LMDX also supports domain-separated ServiceNow instances, enabling data to stay isolated across tenants or business units. This is useful if you have Managed Service Providers (MSPs) or departments within a shared instance. For more information, see About LMDX.

LMDX supports domain-separated environments, ensuring data and automation stay securely isolated across tenants or business units. Each Edwin tenant maps to a unique ServiceNow domain using dedicated endpoint records, enabled domain records, and scheduled jobs. This structure maintains strict separation while enabling domain-specific automation.  For more information, see About LMDX.

Configurations support both static values and dynamic Edwin tokens, with optional scripting for customization. The LDMX application uses standard ServiceNow features like Import Sets, Transform Maps, and Business Rules to control data flow. Inbound payloads from Edwin are processed through import jobs, while outbound updates are triggered by field changes in ServiceNow. Payloads are stored temporarily and purged after 72 hours.

The LogicMonitor Data Exchange (LMDX) application is available in the ServiceNow Store. Setting up the application involves the following:

1. Installing the LogicMonitor LMDX application to your ServiceNow instance.
   This application is available from the ServiceNow Store and can be installed directly into your domain-separated ServiceNow instance. For more information, see LogicMonitor LDMX Integration application from the ServiceNow Store. 
2. Configuring the LogicMonitor LMDX Integration application.
   Configuration involves inserting values provided by Edwin AI (for example: API tokens and account details) and entering them into the corresponding fields within the application in your ServiceNow instance to establish the connection and mapping. 

After configuration, you can also test it to ensure a successful connection is established between your LogicMonitor portal and your ServiceNow environment. This confirms that Edwin AI can operate as intended. For more information, see How to identify whether connection is establish or not from ServiceNow.  

Requirements for Installing LogicMonitor Data Exchange with Domain Separation

To install LMDX to your service instance, you need the following:

• A ServiceNow user account with the admin role. This is required to install and configure the LMDX application.
• An Edwin API endpoint and token, provided by your Edwin AI administrator.

To configure domain mapping for LMDX, you need the following:

• Admin access to ServiceNow
• Valid API key and instance URL provided by your Edwin AI administrator
• Installed LMDX application
• Enabled domain separation. To ensure your LMDX domain separation support is enabled, do the following:
  1. In ServiceNow navigate to Configuration > LMDX properties > Domain Separation. Select Yes checkbox.
  2. Ensure system property x_lomo_dx.domainEnabled  is set to true.

Installing LogicMonitor Data Exchange Application to your Service Instance

To install the LMDX application, navigate to the ServiceNow Store and request the LogicMonitor LMDX Integration application. To request the application, see the LogicMonitor LMDX application from the ServiceNow Store.

After you request the application, contact your Customer Success Manager so that LogicMonitor can approve the app installation for you.

For more information about installing an application from ServiceNow, see the applicable version of Install a ServiceNow application from ServiceNow.

Creating a Service Account for Edwin AI

1. n ServiceNow, navigate to User Administration > Users. 
2. Create a new user by doing the following:
   1. Select New. 
   2. In the User field, enter a unique username. For example, “edwin.integration.”
   3. Enter a First name and Last name.
   4. Set a Password and confirm it. 
3. Assign the correct domain by doing the following:
   • In the User form, select Manage Domains.
     1. Set the Domain to “Global.”

        Note: If the Domain field is not visible, customize the form to add it.

     2. (Optional) To set the company, enter your company name in the Company field. 
     3. Ensure the Password needs reset checkbox is de-selected. 

        Important: The forced password reset must be disabled, otherwise this will cause issues with configuration.

4. Assign the LMDX role by doing the following:
   1. In the User record, select Roles list > select Edit. 
   2. Search for and add the following role: x_lomo_dx.api_user
   3. Select Save. 
5. To save the user record, select Update.
    

LMDX creates the following account credentials that you can provide to your Edwin AI administrator:

• Username
• Password
• ServiceNow instance name or URL

Configuring Domain Mapping for LogicMonitor Data Exchange

1. In ServiceNow, navigate to LogicMonitor > Data Exchange > Endpoints. 
2. Create a new endpoint record. To create a new endpoint record, do the following:
   1. Select New.
   2. In the Name field, enter a recognizable identifier. For example, “Edwin Endpoint 1.” 
   3. In the URL field, enter your Edwin API endpoint URL. For example, “https://dexternd.service-now.com”
   4. In the API Token field, paste your decrypted API key. 
3. Assign a scheduled job to the endpoint. To assign a schedule job to the endpoint, do the following:
   • In the Scheduled Job field, select an existing job or create a new one. For more information, see Creating Scheduled Jobs for LogicMonitor Data Exchange. 
4. Assign the new job to the endpoint. To assign the new job to the endpoint, do the following:
   1. Navigate back to the endpoint record. 
   2. In the Scheduled Job field, select the job you just created, then select Save. 
5. Navigate to Enabled Domains by selecting LogicMonitor > Data Exchange > Enabled domains. 
6. Create a new enabled domain record. To create a new enabled domain record, do the following:
   1. Select New. 
   2. In the Tenant ID field, enter the Edwin tenant name. For example, tenant_two.
      

      Note: The tenant ID must match the value sent by Edwin. This value is controlled by the property defined as the tenant.identifier in your LogicMonitor portal. For more information, see Portal Settings.

   3. In the ServiceNow Domain field, select the corresponding ServiceNow domain. 
   4. In the Endpoint field, select the endpoint you created earlier. 
   5. In the Config field, link the domain record to the applicable configuration. For example: incident. 
   6. Select Save. 

Your endpoint is now domain-separated and correctly mapped.

Activating LogicMonitor DataExchange Default Setup

1. In ServiceNow, navigate to LogicMonitor > Data Exchange > Configurations.
2. To open the default incident configuration, locate the config record named incident, and then select the name to open the record. 
3. To activate the configuration, select the Active checkbox. 
4. In the Trigger Fields list, add fields to monitor for outbound trigger. For example, state or priority. 
5. Select Save. 
6. (Optional) If using domain separation, you can link the configuration to an enabled domain by doing the following:
   1. In the Enabled Domain field, select the enabled domain record, then select Update. 
   2. In the Business Rule list, select the rule associated with the Default configuration (for example, LMDXDefaultInc sync) and change the setting the Global domain to the same domain as the enabled domain.

The configuration is activated and LMDX is ready to start processing data between Edwin AI and your ServiceNow instance.

Creating Scheduled Jobs for LogicMonitor Data Exchange

1. In the ServiceNow, navigate to System Definition > Scheduled Jobs.
2. Locate the scheduled job named Process Outbound Payloads.
3. To create a duplicate, select the job name then select Insert and Stay. 
4. In the Name field, enter a unique name. For example, LMDX – Endpoint 1 Job. 
5. In the Script field, replace any existing content with the following:
   

   x_lomo_dx.outboundRequestUtils(current.getUniqueValue());
   

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6. Select Update.