Uptime & Heartbeat Monitors
Integrations

ServiceNow Inbound Integration

With the iLert ServiceNow integration, you can create incidents in iLert based on ServiceNow incidents.

ServiceNow is a platform-as-a-service (PaaS) provider of enterprise Service Management (SM) software.

In iLert

Create a ServiceNow alert source

1. Go to the "Alert sources" tab and click Create new alert source

2. Enter a name and select your desired escalation policy. Select "ServiceNow" as the Integration Type and click on Save.

3. On the next page, a ServiceNow URL is generated. You will need this URL below when setting up the hook in ServiceNow.

In ServiceNow

Create business rule

1. Go to ServiceNow, search for Incidents, then open the header menu and choose Configure -> Business Rules

2. In the Business Rules view click on New to create a new business rule

3. Name the business rule e.g. iLert Incidents, choose Advanced option, in the When to run section choose async then choose Insert and Update options

4. Go to Advanced tab and paste the following code into the script section:

(function executeRule(current, previous /*null when async*/) {
var iLertUrl = "<your alert source URL here>";
function glideRecordToJson(gr) {
var obj = {};
for (var prop in gr) {
if (gr[prop]){
obj[prop] = gr.getValue(prop);
}
}
return obj;
}
var obj = glideRecordToJson(current);
obj.server_url = gs.getProperty("glide.servlet.uri");
var body = JSON.stringify(obj);
var request = new sn_ws.RESTMessageV2();
request.setEndpoint(iLertUrl);
request.setHttpMethod("POST");
request.setRequestBody(body);
request.setRequestHeader("Accept", "application/json");
request.setRequestHeader("Content-Type", "application/json");
var response = request.execute();
gs.log(response.getBody());
})(current, previous);

5. Click on Submit or Update to save the business rule

ServiceNow Incident Lifecycle

When I create an ServiceNow ticket with status...

...then an iLert Incident...

New

is created

In Progress or Complete or Closed

will not be created and a

400 (bad request) error occurs

When I update an ServiceNow ticket with status...

...and the iLert incident...

...then the/an iLert Incident...

New

does not exist

is created

In Progress or Complete or Closed

does not exist

will not be created and a

400 (bad request) error occurs

New

exists

doesn't change

Complete or Closed

exists

change status to Resolved if not already resolved

In Progress

exists

change status to Accepted if not already accepted

FAQ

Will incidents in iLert be resolved automatically?

Yes

Can I connect ServiceNow with multiple alert sources from iLert?

Yes, simply create more business rules in ServiceNow.