ServiceNow Integration Guide

ServiceNow is a powerful platform-as-a-service, which offers advanced automation and process workflow for the enterprise environment. Integrate AlertOps’ alert management platform with ServiceNow to receive and respond to critical alerts through email, SMS, push notification, and phone alerts. AlertOps ensures that alerts received from ServiceNow always reach the correct, available team member by utilizing escalation policies and on-call schedules.

AlertOps Configuration

Step 1: From the main menu, click Integrations and, then select Inbound Integrations from the sub menu.

Step 2: Select the Add Web API Integration button.

Step 3: You should now be on the Web API Integration Detail page. Select ServiceNow from the Integration Template dropdown menu. 

Step 4: Enter a name for the Integration. Select a message rule to determine the integration's escalation policy. And, enter the names of recipient user(s) and/or group(s). Click Save Changes. Then, click Copy URL to copy the URL endpoint to be used in the ServiceNow configuration.

ServiceNow Configuration

Step 1: Create a new REST message.

Step 2: Create POST method. 

Step 3: Enter content.

{
“sys_class_name”:”${sys_class_name}”,
“category”:”${category}”,
“sys_id”:”${sys_id}”,
“incident_state”:”${incident_state}”,
“severity”:”${severity}”,
“short_description”:”${short_description}”,
“number”:”${number}”
}

Step 4: Add variable substitutions and test.

Variable Substitutions:

NAME: category TESTVALUE: software
incident_state of 1 will open an alertincident_state of 7 will close an alert
NAME: incident_state TESTVALUE: 1
NAME: number TESTVALUE: INC0010022
NAME: severity TESTVALUE: 3
NAME: short_description TESTVALUE: software update
NAME: sys_class_name TESTVALUE: incident

 

Step 5: Expand to see sample test result.

Step 6: Create a Business Rule to automatically trigger the incidents on Status New and Closed

Step 7: Enter code in the advanced section. 

Code:

function onAfter(current, previous) {
//This function will be automatically called when this rule is processed.
try{
var r = new sn_ws.RESTMessageV2(‘AlertOps Critical Incident’,’post’);
r.setStringParameter(‘severity’,current.severity);
r.setStringParameter(‘category’,current.category);
r.setStringParameter(‘sys_class_name’,current.sys_class_name);
r.setStringParameter(‘short_description’,current.short_description);
r.setStringParameter(‘incident_state’,current.incident_state);
r.setStringParameter(‘sys_id’,current.sys_id);
r.setStringParameter(‘number’,current.number);
var response = r.execute();
var responseBody = response.getBody();
var httpStatus = response.getStatusCode();
}
catch(ex){
var message = ex.getMessage();
}

}

 

Step 8: Go to Incident > Create New. 

Step 9: Resolve and Close the incident. 

Alert Triggering Information

AlertOps will automatically create an incident when a new alert is received from Service Now with an IncidentStatus status of “1.”

If an alert with status “1” matches an existing Open Alert, AlertOps will recognize the new alert as a duplicate and ignore the alert. The alert will be recorded in the Inbound Messages table as “Mapped Appended.”

AlertOps will automatically close the same incident when an alert with an IncidentStatus status “7” is received.

Testing and Troubleshooting

Click here to read about Web API Testing and Troubleshooting. 

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