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 Message Rule

ServiceNow Incident Message 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

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