Overview

Incidents detected automatically by the system or manually added by users, can automatically create an "Incident" in ServiceNow.

Setup

To setup the integration follow the steps below:

1. Select "Integrations" in the left side bar
2. Click on "ServiceNow"

3. Enter ServiceNow connection parameters:

   
   1. Instance URL
   2. Username
   3. Password

4. Click "Update"

   The next two tabs "Fields Configuration" and "Priority Configuration" should become enabled (Light blue)

5. Setup the metadata fields that should be used when creating new Incidents inside ServiceNow

   

6. Click "Update"

7. Remap standard Critical, High, Moderate, Low, Planning priorities to ServiceNow's "Impact/Urgency" model (optional)

   

8. Click "Update"

9. Move to the "Enable" tab

   

10. Click "Activate"

Testing the integration

1. Go to the "Device" view on the left side bar
2. Click on any device
3. In the device view, click on "Support" (top left side, below the device image)
4. Click "Report Incident"
5. Provide sample incident information
6. Click "Report incident"

Your Incident should appear inside your ServiceNow instance. (This might take 10-30 seconds, depending on API response speed)

Troubleshooting

Authentication issues

• Make sure the ServiceNow instance support regular user & password login flow.
  • Visit the "Instance URL" and attempt to login with the username and password (without using Google/Microsoft/etc SSO)
• Make sure the user provided has permissions to:
  • Read Incident metadata
  • Create & Update Incidents

Incidents are not closed/updated

• Make sure there are no special rules set on Incidents that require additional fields to be passed when an Incident is updated or closes
  • As a test close an Incident by just changing the status and check if any missing data warnings come up.