Modify the Standard Alert Template
Administration -> Templates and select Standard Alert.
Add the following Attributes:
Name: ServiceNow_sys_id
DataType: Long String
Active: true
Name: ServiceNowID
DataType: Short String
Active: true
Create the Outbound Service Detail
Service Name: Service Now
Web Security Type: Basic
UserName: (your ServiceNow username)
Password: (your ServiceNow user password)
Create the Create Incident Action
Method Name: ServiceNow Create Incident
Service Type: REST
Template Type: Standard Alert
URI: https://(your servicenow sub domain)/api/now/table/incident
Content Type: JSON
Web Method: POST
Response Data Type: JSON
Response Action: Update Alert Fields = true
Content Data:
{
“impact”: “3”,
“urgency”: “3”,
“priority”: “5”,
“active”: “true”,
“knowledge”: “false”,
“comments_and_work_notes”: “”,
“short_description”: “<<MessageThread.Description>>”,
“notify”: “1”,
“upon_reject”: “cancel”,
“approval”: “not requested”,
“severity”: “3”,
“comments”: “”,
“u_alertops_environment”:”PROD”,
“u_alertops_id”:”<<MessageThread.MessageThreadID>>”
}
Response Data
{“result”:{“sys_id”: “<<Attribute.ServiceNow_sys_id>>”, “number”: “<<Attribute.ServiceNowID>>”}}
Create the Close Incident Action
Method Name: ServiceNow Close Incident
Service Type: REST
Template Type: Standard Alert
URI: https://(your servicenow sub domain)/api/now/v1/table/incident/<<Attribute.ServiceNow_sys_id>>
Content Type: JSON
Web Method: PUT
Response Data Type: JSON
Response Action: Update Alert Fields = false
Content Data:
{
“incident_state”:”7″,
“close_notes”:”Resolved”,
“close_code”:”Solved (Permanently)”
}
Create the Assignment Action
Method Name: ServiceNow Assignment
Service Type: REST
Template Type: Standard Alert
URI: https://(your servicenow sub domain)/api/now/v1/table/incident/<<Attribute.ServiceNow_sys_id>>
Content Type: JSON
Web Method: PUT
Response Data Type: JSON
Response Action: Update Alert Fields = false
Content Data:
{“incident_state”:”2″,”assigned_to”:”<<MessageThread.OwnerUserName>>”}
Create the Generic Put Action
Method Name: ServiceNow Generic PUT
Service Type: REST
Template Type: Standard Alert
URI: https://(your servicenow sub domain)/api/now/v1/table/incident/<<Attribute.ServiceNow_sys_id>>
Content Type: JSON
Web Method: PUT
Response Data Type: JSON
Response Action: Update Alert Fields = false
Create the Close Incident Workflow
Workflow Name: ServiceNow Close Incident
Workflow Type: Message Thread
Template: Standard Alert
Scheduled: false
Enabled: true
Start Conditions:
MessageThreadStatusType = Closed AND
Actions:
Action: Outbound Service Notification
Outbound Action: Service Now – ServiceNow Close Incident
Create the Service Now Assignment Workflow
Workflow Name: ServiceNow Assignment
Workflow Type: Message Thread
Template: Standard Alert
Scheduled: false
Enabled: true
Start Conditions:
MessageThreadStatusType = Assigned AND
Actions:
Action: Outbound Service Notification
Outbound Action: Service Now – ServiceNow Assignment
Create the ServiceNow Delivery Status Update Workflow
Workflow Name: ServiceNow Delivery Status Update
Workflow Type: Delivery Attempt
Scheduled: false
Enabled: true
Start Conditions:
DeliveryStatusType = Acknowledged OR
DeliveryStatusType = Sent OR
DeliveryStatusType = Failed OR
DeliveryStatusType = Delivered OR
Actions:
Action: Outbound Service Notification
Outbound Action: Service Now – ServiceNow Generic PUT
Message Text:
{
“comments”: “AlertOps ID <<MessageThread.MessageThreadID>> delivery status update
<<DeliveryAttempt.Status>>
for <<DeliveryAttempt.ContactName>><<DeliveryAttempt.ContactType>> at <<DeliveryAttempt.SentDate>>”
}
Create the ServiceNow Incident Escalation Rule
ServiceNow Incident Escalation Rule
Detail tab:
Rule Name: ServiceNow Incident
Description: Creates ServiceNow Incident.
Assigns user to Incident.
Closes Incident.
Adds Delivery Status updates to Incident Notes.
Priority: Critical
Enabled: true
Workflows tab:
Message Thread types
ServiceNow Close Incident
ServiceNow Assignment
ServiceNow Delivery Status Update
Services tab:
Service: Aervice Now
Actions: ServiceNow Create Incident
