Zscaler Digital Experience (ZDX) is a digital experience monitoring solution delivered as a service from the Zscaler cloud. ZDX provides end-to-end visibility and troubleshooting of end-user performance issues for any user or application, regardless of location. In addition, it enables continuous monitoring for network, security, desktop, and helpdesk teams with insight into the end-user device, network, and application performance issues. With ZDX, IT teams can proactively analyze and troubleshoot user experience issues, improving business productivity and IT agility. The ServiceNow solution integrates with ZDX Alerting to setup near real-time alerts that are pushed through webhook to the ServicenNow Incident Management system and the ability to create Deep Tracing sessions right from the ServiceNow instance.
The “Zscaler Digital Experience: Incident Management” integration application provides the following features:
- Automatically create Incidents in a customer’s ServiceNow instance whenever a rule configured in the Zscaler Digital Experience (ZDX) Admin Portal has been triggered.
- Zscaler Digital Experience’s Deep Tracing feature has been enabled in the application: it is designed for creating Deep Tracing Sessions in ZDX Admin Portal from ServiceNow UI, thus reducing the number of actions needed to resolve Incident.
- Apert from running the Deep Tracing session on user's device, you can also run a Y-Engine analysis. Y-Engine is ZDX's AI/ML based approach to detect what is causing the score for given application to drop. This allows you to identify the root cause quickly.
- Zscaler Digital Experience's Alert Impact feature has been enabled in the application which calls the alert APIs by taking the alert id from incident's short description and displays the alert details such as started on, ended on, status along with the impacted locations, geolocations and departments.
- Zscaler Digital Experience's Impacted Users feature has been enabled in the application which calls the alert and impacted devices APIs to display the information about the current alert id and the related impacted devices.
The new release provides the users to make some simple changes to their ZDX login entity like apend and replace some of the part so that the userid matches the userid with which the zcc is logged in.
Following ServiceNow plugins must be active:
- ITSM
This app integrates with Zscaler Digital Experience product and requires configuring on ZDX side (alerting, webhook, system users etc). Follow the attached Installation and Configuration Guide for instructions on configuration.
For more information about ZDX alerts refer to the online help at https://help.zscaler.com/zdx/about-alerts
For more information about ZDX System users and roles refer to the online help at https://help.zscaler.com/zdx/adding-zdx-roles