Installing LMDX

This article describes how to configure the LogicMonitor Data Exchange (LMDX) application which integrates Edwin AI with your ServiceNow instances.

Configuring the Edwin AI ServiceNow integration with LMDX involves the following:

• Request and install the LMDX application from the ServiceNow Store
• Create a ServiceNow integration service account.
• Configure credentials in both Edwin AI and the LMDX application.
• Activate and review the default LMDX configuration record.
• Validate incident creation, updates, and callbacks.

Requirements

To configure LMDX, you need the following endpoints and credentials:

• ServiceNow Admin Access—A ServiceNow user account with the administrator role
• ServiceNow Integration Service Account—A dedicated ServiceNow account with the x_lomo_dx.api_user role
  You may also need the snc_internal role.
• ServiceNow Instance URL—The endpoint ServiceNow instance URL
• ServiceNow Credentials—A username and password for the integration service account
• Edwin AI Endpoint—The Edwin AI endpoint URL for your organization
• Edwin AI API Callback Credentials—Credentials for LMDX authentication with the integration_write permission
• Secure Credential Exchange Path—A secure platform to share sensitive credentials and secrets
• Test Window—Approved time window to validate incident creation and update behavior

Configuring LMDX

Installing the LMDX Application

1. Navigate to the ServiceNow Store and request the LMDX application.
2. After the request is approved, install the LMDX application from the store page.
3. In the ServiceNow application menu, locate the LogicMonitor Data Exchange application.
4. Select the installed application record and confirm that the LMDX application is version 3.1.0 or later.
5. Note the following details for validation and support:
   • ServiceNow instance name
   • ServiceNow release version
   • LMDX version

Creating a Service Account

Create a ServiceNow user record to allow Edwin AI to access the instance, for example an integration service account. For more information, see Create a user from ServiceNow.

Include the following when creating the user record:

• Apply the x_lomo_dx.api_user role created when you install the LMDX application.
• (Optional) Apply the snc_internal role if required by your ServiceNow environment for API access.
• Set the account to Active.
• Set the user type to Machine or Integration, matching the label on your ServiceNow release.
• Deselect the Password needs reset checkbox.

Using a secure exchange platform, provide the username, password, and instance URL for this service account to your Edwin AI administrator. The administrator can add the user to your Edwin AI configuration. Your ServiceNow administrator can confirm that the integration account has the table and field access needed to create, update, and read the records used in your workflow.

Configuring Authentication Properties

To configure authentication in the LMDX application, do the following:

1. Request the following account details from your Edwin AI administrator:
   • The Edwin AI endpoint for your organization
   • The Edwin AI client ID and secret used for for ServiceNow and LMDX authentication.
   • Confirmation that the credentials include the integration_write scope
2. In the LMDX application, navigate to Configuration properties > Outbound Request properties.
3. In the LMDX Endpoint field, enter the Edwin AI endpoint URL.
4. Enter the Edwin AI credential values shown for your LMDX version (3.x.x) based on the following:
   • If your LMDX configuration displays the API key field, enter the Edwin AI API key.
     Deselect Indicates if client credentials should be used for authentication with Edwin instead of the API key.
   • If your LMDX configuration displays Client ID and Client Secret fields, enter the Edwin AI client ID and client secret.
5. Select Save.

The LMDX Config record properties are used when creating new configuration records, and can be safely ignored at this point. For more information, see Creating a new Table and Artifacts.

Completing the Default Configuration

LMDX includes packaged configuration records for common ServiceNow data types such as Incident, Knowledge Base, CMDB, and Change Request. These records are disabled by default.

After saving the LMDX authentication properties in the application, activate and review the default LMDX configuration record using the following steps. For the standard Edwin AI incident integration, configure the default Incident record first.

Configuring Default Incident Record

1. In the LogicMonitor Data Exchange application, navigate to Configuration properties.
2. Select the default configuration record.
3. Select the Active checkbox.
4. Select the Inbound tab and do the following:
   1. Select one or more Trigger fields.
      Trigger fields instruct LMDX to update Edwin AI when the associated field changes.
   2. (Optional) Set a Condition to filter the records that should be processed.
   3. (Optional) Select one or more Trigger Fields to act as Important update fields.

5. Select the Outbound tab and do the following:
   1. Select one or more fields as Trigger fields, as needed.
      These fields instruct LMDX to send an update back to Edwin AI when the associated field changes.
   2. (Optional) Set a Condition to filter the records to be processed.
   3. (Optional) Select one or more Trigger Fields to act as Important update fields.

6. Select Save.

Activating LMDX Scheduled Jobs

Scheduled jobs in LMDX process outbound callbacks and updates from ServiceNow to Edwin AI. To configure scheduled jobs, do the following:

1. In the LogicMonitor Data Exchange application, navigate to LMDX scheduled jobs.
2. In the Name dropdown, locate the LMDX outbound payload processing job for your LMDX version.For example, select “LMDX – Process outbound payloads” or “Process Outbound Payloads.”
3. In the scheduled job record, confirm Active is selected.
4. Select Save.

Validating the LMDX Connection

To confirm that ServiceNow / LMDX can reach Edwin AI, do the following:

1. In the LogicMonitor Data Exchange application, navigate to Configuration properties.
2. Select Validate.
   A notice appears when validation completes successfully.
3. If validation fails, confirm the Edwin AI endpoint, credential value, and integration_write scope.
   For more information, see Configuring Authentication Properties.
4. Once the correct values are applied and saved, Select Validate.

LMDX is now active and ready to process data between Edwin AI and your ServiceNow instance.

Updating LMDX for ServiceNow Case Management

If leveraging ServiceNow’s Customer Service Management (CSM) package, you will need an XML file that creates additional LMDX configuration entries for Customer Service cases. This can be provided on request from the Edwin AI team. 

Once you have the XML file, do the following to update LMDX to work with CSM:

1. In the LogicMonitor Data Exchange application, navigate to System Update Sets > Retrieved Update Sets.
2. Select Import Update Set from XML and import the XML file. 
3. In the Retrieved Update Sets section, Select the new update set record. 
4. (Optional) Select Preview Update Set to review the content for errors or conflicts.
5. Select Commit Update Set to apply it to the instance.
6. Navigate to in Configuration > Configuration to view and activate the new configuration
7. Select the Inbound tab to access the Table Transform Map for a list of the currently set up fields.
   
8. Select the Outbound tab to configure the data and the conditions under which the LMDX application sends updates to Edwin AI.
   
9. Select Update.