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Discovery Admin: Operationalization

Discovery Admin: Operationalization

About this Article

This article is for QuickNexus customers who have subscribed to our App, Discovery Admin, and highlights the key milestones for the operationalization of Discovery Admin.

It covers what you can expect after the purchase of the Discovery Admin Subscription.

You can learn more about Discovery Admin by QuickNexus on the ServiceNow Store via: apps.QuickNexus.com

1. Discovery Admin Subscription

Thank you and congratulations on your Discovery Admin Subscription. You are on your way to transform how you manage, troubleshoot and operationalize ServiceNow Discovery.

While the installation of Discovery Admin takes only a few minutes, the end-to-end operationalization of Discovery Admin, empirically, can take place in as little as a couple days to a couple months (duration), depending on customer resource availability and requires only a few hours of customer resource time.

Our first milestone is to ensure we have the required paperwork executed for the Discovery Admin Subscription, so we can work with ServiceNow to authorize Discovery Admin for your production instance.

2. Authorizing Discovery Admin for Prod

With all the necessary paperwork prerequisites taken care of, the immediate next step is to request ServiceNow to authorize Discovery Admin to be available for installation on the customer's Prod ServiceNow Instance.

Customers have the following three options to authorize Discovery Admin:

2.1. Transacting on ServiceNow paper (via the ServiceNow Store)

This is the simplest and preferred process as we follow the ServiceNow workflow via the ServiceNow Store. ServiceNow approvals to authorize Discovery Admin are generated via this workflow after which Discovery Admin is authorized by ServiceNow and the customer can manage entitlements via the ServiceNow Store leveraging their HI Credentials. Discovery Admin is distributed directly via the ServiceNow Store.

2.2. Transacting on QuickNexus paper

This requires QuickNexus to coordinate with ServiceNow via email. Details of the transaction are shared with ServiceNow, after which Discovery Admin is authorized by ServiceNow and the customer can manage entitlements via the ServiceNow Store leveraging their HI Credentials. Discovery Admin is distributed directly via the ServiceNow Store.

2.3. Customers with on-prem ServiceNow Instances

This transaction is done on QuickNexus paper and requires QuickNexus to coordinate with ServiceNow via email. However, unlike the above two flows, the distribution of Discovery Admin is done via an Update Set (not via the ServiceNow Store) as on-prem customers are not able to connect to or transact directly with the ServiceNow Store.

3. Installing Discovery Admin

The end-to-end installation of Discovery Admin only takes a few minutes and is typically done via a 30-meeting, with the customer team on the keyboard for the installation. The installation starts on the non-prod instances and once everything checks out, the customer team completes the installation on their Prod Instance, following their internal Change Management Process.

3.1. Pre-Installation Checklist

  1. ServiceNow Discovery Plugin is enabled.

  2. Demo Data is removed (for Greenfield Implementations).

  3. Discovery is configured for scoped CI Classes along with Credential(s), MID Server(s) and Schedule(s).

  4. There is at least one Discovery Status successfully completed as a result of running a Discovery Schedule. Make sure that Logs in the three Related Lists (Discovery Log, Devices, ECC Queue) on the Discovery Status Form have not been auto-purged. If even ANY ONE of these three Related Lists is empty the subsequent troubleshooting will fail.

  5. The User performing the installation has the 'admin' role.

3.2. Installation Steps

  1. Download and install the "Discovery Admin" Application from the ServiceNow App Store.

  2. Assign the "x_qune_da.customer_admin" role and "script_fix_admin" role to the current Discovery Administrator(s). (Note that the Discovery Administrator(s) should already have the out-of-the-box 'discovery_admin' role assigned to them)

  3. DO NOT assign the "x_qune_da.quicknexus_admin" role to anyone. It is reserved for QuickNexus support. Inadvertent modifications to the application using this role may result in data corruption and the Application not functioning as expected.

  4. Navigate to Module: Discovery Admin > Administration > Initialization Script

  5. DO NOT run this Fix Script directly as scoped Fixed Scripts do not have access to execute on Global Objects.

  6. INSTEAD copy the code in the Fix Script and run that as a Background Script in the Global Scope. [Hint: Navigate to the module 'Scripts - Background']

  7. Discovery Admin is now installed and ready to Troubleshoot Discovery Logs.

3.3 Post-Installation validation for role: Customer User

The Customer User is any user in the ServiceNow Instance with the role: "x_qune_da.customer_user"

With this role, the User has access to Execute and Analyze Discovery Logs, with access to the following modules: 

  • Discovery Status

  • Troubleshooting

  • Recent Incidents

  • Log Analysis

  • Contact QuickNexus

This role should be assigned to Users to enable them to operationally analyze Logs and generate Incidents based on the Incident Error Codes generated. 

3.4. Post-Installation validation for role: Customer Admin

The Customer Admin is any User in the ServiceNow Instance with the role: "x_qune_da.customer_admin"

With this role, the User has access to further enhance the capabilities of Discovery Admin in addition to the ability to Execute and Analyze Discovery Logs, with access to the following modules: 

  • Credentials

  • MID Servers

  • IP Ranges

  • Discovery Schedules

  • Incident Error Codes

  • AR-Incident Error Code Mappings

  • Discovery Status

  • Troubleshooting

  • Recent Incidents

  • Log Analysis

  • Log Analysis ++

  • Initialization Script

  • Contact QuickNexus

This role should be assigned to Users to enable them to enhance the capabilities of Discovery Admin, operationally analyze Logs and generate Incidents based on the Incident Error Codes generated. 

3.5 Post-Installation validation for role: QuickNexus Admin

The QuickNexus Admin is any User in the ServiceNow Instance with the role: "x_qune_da.quicknexus_admin"

With this role, the User has access to ALL aspects of the Application with access to the following modules: 

  • Credentials

  • MID Servers

  • IP Ranges

  • Discovery Schedules

  • Incident Error Codes

  • AR-Incident Error Code Mappings

  • Discovery Status

  • Troubleshooting

  • Recent Incidents

  • Log Analysis

  • Log Analysis ++

  • Initialization Script

  • Contact QuickNexus

This role should ONLY be assigned to the QuickNexus Support Team configured in the Customer Instance. This role is NOT recommended for any Customer Users.

3.6. Post-Installation validation of the execution of Discovery Admin

The execution of Discovery Admin is validated by selecting one or more Discovery Status records and observing the results of Discovery Admin, which are available in the Related List, starting a few seconds from when the Troubleshooting is triggered.

The interpretation of these results is explained to the customer resources to help prepare for the next milestones.

4. Setting up QuickNexus resources to support Discovery Admin

We have three ways of supporting our customers:

4.1. QuickNexus Support Group

QuickNexus resources are setup on the customer ServiceNow Instances and are members of a designated QuickNexus Support Group. This group is assigned roles (x_qune_da.quicknexus_admin, discovery_admin, itil) to give QuickNexus resources the access needed to provide support.

4.2. Discovery Admin Logs sent to QuickNexus

If customers have restrictions on having non-company resources access their ServiceNow Instances, filtered Discovery Admin Logs (XML or XLS) are exported and sent to QuickNexus resources to provide support.

4.3. Support via Cisco Webex

If customers have restrictions on having non-company resources access their ServiceNow Instances and have concerns with sending out filtered logs, support is provided via live Cisco Webex meetings. QuickNexus resources work closely with designated contact(s) at the customer to provide support.

5. Incident Error Codes and Incident Error Code Mappings

Incident Error Codes and Incident Error Code Mappings can be configured in Discovery Admin to further cater the results of Discovery Admin to customer requirements. The technical details on what they are and how to create them are available here.

To be successful with configuring Incident Error Codes and Incident Error Code Mappings, we take the following steps:

5.1. Capture detailed requirements

Based on the initial post-installation results of Discovery Admin, customers are required to peruse the Log Analysis table and capture requirements to be shared with QuickNexus in preparation for the working session.

5.2. Working session(s) to review requirements

During these session(s), we review the customer requirements and help translate them into Incident Error Codes and Incident Error Code Mappings to be configured in Discovery Admin. This gives customers the comfort level to translate requirements into rules.

Depending on the customer, these configurations can be first created in non-Prod and migrated to Prod (via XML) or directly created in Prod.

5.3. Working session(s) to review customer updates

During these session(s), QuickNexus reviews the Incident Error Codes and Incident Error Code Mappings created by the customer to validate the rules and provide feedback to optimize and simplify them.

Depending on the customer, these configurations can be first created in non-Prod and migrated to Prod (via XML) or directly created in Prod.

6. Generating Incidents via Discovery Admin

Once Incident Error Codes and Incident Error Code Mappings are successfully configured, additional attributes on the Incident Error Codes are populated to help with the required population of the generated Incidents to enable auto-assignment, categorization and escalation of Incidents.

This is the final milestone for successfully operationalizing Discovery Admin.

7. Upgrading Discovery Admin

QuickNexus releases upgrades aligned with ServiceNow ensuring Discovery Admin is certified for the latest ServiceNow release. Additional updates for Discovery Admin are released to fix defects, add new features and improve troubleshooting capability. Customers are notified when a new release of Discovery Admin is available and have the flexibility to apply the upgrade driven by their resource availability and internal Change Management Process.

NOTE: Backup the Tables 'Incident Error Code' and 'Incident Error Code Mapping' using the 'Export to XML' capability in ServiceNow (via the List View) prior to upgrading Discovery Admin.

If you have any further questions, reach out to us via www.QuickNexus.com or via the "Contact QuickNexus" Module under the "Support" Section of the Discovery Admin Application.

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