Prisma SD-WAN
ServiceNow CloudBlade Integration
Table of Contents
ServiceNow CloudBlade Integration
Leran to integrate the Prisma SD-WAN ServiceNow CloudBlade and get information on the
Evenets, Alerts and Alarm attributes.
| Where Can I Use This? | What Do I Need? |
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The ServiceNow CloudBlade is used to translate events raised on Prisma SD-WAN into incident tickets on ServiceNow. Once a ticket is
created in ServiceNow, the IT Operations team can be alerted to check the network
condition and take immediate action for remediation, thus making sure that network
Service Level Agreements (SLAs) and thereby application SLAs are met.The following
sections provide information about the Prisma SD-WAN events and
alerts.
The ServiceNow CloudBlade can also be used to create incident tickets on any of the
Circuit Insights. Similar to events, customers can subscribe to the insights they want
to be alerted on via ServiceNow. More details on the Circuit Insights can be found in
the datasheet here.
Prisma SD-WAN Events
In day-to-day network functioning, many incidents occur that may be a
cause for concern. Prisma SD-WAN identifies these incidents that
occur in the network and classifies them into two types to determine the type of
fault.
An alarm is an indication of a fault in the system. Alarms can
be raised and cleared, and can be of the following severity:
- Critical – Whole or part of a network is down, and requires immediate action.
- Major – Network is impacted, and needs immediate attention.
- Minor – Network is degraded, and needs attention soon.
An alert may or may not be an indication of fault in the
network. An alert is raised when system-defined or customer-defined thresholds are
reached.
These alerts and alarms can be viewed from the Events tab of
the Prisma SD-WAN portal.
Alerts and alarms generated in the system are triggered by different types of events,
categorized broadly as hardware issues, software issues, device interface issues,
device registration issues, peering issues, site level issues, tunnel issues, and
application performance issues. These issues, based on the type of event, may
originate from the ION device or the controller.
Alert and Alarm Attributes
Each event contains a bunch of attributes that can be used to gain more
information on the condition. Depending on the type of event, the attributes that
constitute the event differ.
An alarm typically consists of the following attributes:
{ "_created_on_utc": "2021-07-15T05:48:39.121000Z", "_etag": 1, "_updated_on_utc": "2021-07-15T05:48:39.121000Z", "acknowledged": false, "acknowledgement_info": null, "cleared": false, "code": "SITE_CONNECTIVITY_DEGRADED", "correlation_id": "6Qeqj3iD", "element_id": null, "entity_ref": "tenants/1092/sites/16015589439620037", "id": "60efcc376534671b7600e09f", "info": null, "notes": null, "policy_info": { "policy_applied_time": "2021-07-15T05:48:39.121000Z", "policyrule_id": null, "policyset_id": "16226851857240070" }, "priority": "p3", "severity": "major", "site_id": "16015589439620037", "suppressed": false, "suppressed_info": { "event_ids": null, "other_reasons": null, "summary_event_ids": null, "suppressed_time": null }, "time": "2021-07-15T05:10:00.098000Z", "type": "alarm" }
ID
A unique ID used to identify an event.
Code
An event code which describes the event.
Correlation ID*
Correlation ID is a system-generated ID for a raised alarm. An Alarm is associated
with two states – raise and clear. At
any given time, there can be multiple alarms with the same event code in either a
raised or cleared state. Using the Correlation ID, you may distinguish among alarms
with the same event code.
When an alarm is cleared, the Correlation ID will indicate that the specific alarm is
cleared. This ID will continue to be associated with an alarm, even if the alarm is
cleared or resolved.
Time
The time at which this condition was seen or the event was raised or cleared.
Element ID
ID of the device on which this condition was seen.
Site ID
If the device is associated with a site, site_id will also be
packaged in the event. If not, this attribute is not present.
Type
This field indicates the event type i.e. alert or alarm.
Severity
Severity for alarms are based on the following categories:
- Critical - Whole or part of a network is down, and requires immediate action.
- Major - Network is impacted, and needs immediate attention.
- Minor - Network is degraded, and needs attention soon.
Entity Reference
Entity reference refers to the specific entity where the alarming condition is seen.
This string can be used as an API URI to query the entity using the Prisma SD-WAN SDK. In the example above, the entity_ref
attribute contains information about the element that is disconnected
from the controller.
Info
Info sheds more lights on the entity that is causing the alarming condition. It can
contain information regarding interfaces, or IP addresses if there is a collision.
The value in this field changes depending on the event code.
Notes
The Notes field is used to add remarks or comments to events. You can edit notes for
active alarms only.
Priority
This attribute indicates the priority of the event or alarm.
Suppressed
Suppressed is a boolean attribute that indicates if the event is suppressed by the
Prisma SD-WAN Event Correlation & Suppression engine.
Suppressed Info
If the event is suppressed, suppressed_info contains details about the suppression
time and correlated event IDs.
Policy Info
If the event was updated using an event policy rule, the policy_info attribute
contains details about the event policy set, event policy rule, and rule application
time.
Clear*
This attribute is Boolean and indicates if the event condition still exists or is
cleared. A value of True indicates that the condition no longer exists. When an
alarm is raised, it is raised with Clear set to False.
Acknowledged*
This attribute is Boolean and indicates if an event has been acknowledged by a user.
If acknowledged, the acknowledgement_info field contains the
time and the user who acknowledged the event.
(*) indicates it is not part of the Prisma SD-WAN alert.
A Prisma SD-WAN alert contains most of these attributes except
cleared, acknowledged and correlation_id - as alerts are not standing conditions.
Here’s a sample alert:
{ "info": { "name": "internet 1", "circuit_labels": "Budapest-INET-VZ" }, "code": "DEVICEHW_INTERFACE_ERRORS", "severity": "major", "_updated_on_utc": "2019-12-23T14:04:34.736000Z", "site_id": "15282991838450011", "id": "5e00c972d7b0fa2f8cb418ce", "entity_ref": "tenants/1083/sites/15282991838450011/elements/15230097588400085/interfaces/15230098062640233", "correlation_id": null, "time": "2019-12-23T14:04:31.395000Z", "element_id": "15230097588400085", "_created_on_utc": "2019-12-23T14:04:34.736000Z", "type": "alert", "_etag": 1 }