ServiceNow Inbound Integration
With the ilert ServiceNow integration, you can create alerts in ilert based on ServiceNow alerts.
ServiceNow is a platform-as-a-service (PaaS) provider of enterprise Service Management (SM) software.
- 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.
- 1.On the next page, a ServiceNow URL is generated. You will need this URL below when setting up the hook in ServiceNow.
- 1.Go to ServiceNow, search for Incidents, **then open the header menu and choose Configure -> Business Rules**
- 1.In the Business Rules view click on New to create a new business rule
- 1.Name the business rule e.g. ilert Alerts, choose Advanced option, in the When to run section choose async then choose Insert and Update options
- 1.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);
- 1.Click on Submit or Update to save the business rule
When I create an ServiceNow ticket with status... | ...then an ilert Alert... |
|---|---|
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 alert... | ...then the/an ilert Alert... |
|---|---|---|
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 |
iLert's ServiceNow integration allows you to easily configure advanced settings such as dynamic escalation policy routing and priority mapping.
To get access to the advanced features, you will have to provide access credentials to your ServiceNow instance first. The provided user will need the following permissions in ServiceNow:
sys_usersys_user_groupcmdb_ci_serviceservice_offeringsys_choicesys_dictionary
Afters you will get access to:
When selecting priority mapping, ilert will contact your ServiceNow instance and fetch all available priorities of ServiceNow alerts. You will then be able to choose a mapping for each of these and determine how ilert will treat them when creating alerts in ilert.
When selecting escalation policy routing, ilert will contact your ServiceNow instance and fetch all available alert fields. You will then be able to choose an alert field that should be used for incoming alerts in ilert to determine the routing key.
You may choose to give escalation policies in ilert a unique routing key.
With an incoming event ilert will try to find the right escalation policy based on the routing key and assign the alert to the escalation policy. If no routing key is provided, ilert will use the assigned escalation policy of the alert source.
When providing credentials you may choose to activate bidirectional mode on the ServiceNow alert source. This will cause your alert source to be automatically linked with an outbound connector and alert action. This way status changes to ilert alerts will synchronize to ServiceNow alerts.
When saving the ServiceNow alert source with bidirectional setting enabled, it will automatically create an outbound connector for you and take you to the creation page of the necessary alert action, please make sure to continue with the setup of the action to finish your bidirectional alert source setup.
In the bidirectional setup, ilert will try to map users automatically (if Caller ID in alert action is left empty) based on their email address. This accounts for actions taken in ilert and synced back to ServiceNow, as well as actions taken in ServiceNow and send to ilert.
When providing a comment to the alert in ilert while resolving it, ilert will make sure sync the comments content as resolve information to the alert in ServiceNow.
Will alerts in ilert be resolved automatically?
Yes
Can I connect ServiceNow with multiple alert sources from ilert?
Yes, simply create more business rules in ServiceNow.
Last modified 3mo ago