You can integrate ServiceNow with an alert policy to automatically create an incident on your ServiceNow tenant if there is an issue with a Scout.
After you create the ServiceNow integration, you can select the integration as the notification method when you create an alert policy. For details, view Alert Policies.
Add a ServiceNow Integration
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Click on the configuration icon at the top-right of the page, and select Integrations.
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Click Add Integration.
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Set the integration Service to ServiceNow.
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Enter a Name for the integration. This is the name used to manage your integrations in Synthetic Monitoring.
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Enter the following information relevant to ServiceNow:
- ServiceNow Instance Subdomain. The ServiceNow endpoint. It should look like 'https://<instance-name>.service-now.com'.
- ServiceNow User. This user must have permissions to create and manage incidents.
- ServiceNow Password. Password for the above user.
- Short Description Text. This creates the incident subject. You can use built-in variables (see the variables table in the Alert Policies article).
- Default Urgency. Sets the level of urgency for the created incident.
- On Resolve. Sets what happens to the ServiceNow incident when the Scout's alert is deactivated.
- Additional Parameters. Add additional fields that you want to fill out on your ServiceNow incident form when the Scout's alert policy activates. Enter the Name of a field that exists in your ServiceNow incident form, and the Value that you want to add to that field.
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To test the ServiceNow integration before saving it, click Test. For example:
A new incident is created on ServiceNow:
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Click Save to save the integration.