ServiceNow

The ServiceNow Alert Method automatically opens an issue in your ServiceNow workflow to notify you whenever an incident is triggered.

Authentication

ServiceNow Credentials

Configuring the ServiceNow Alert Method requires the following:

1. Your ServiceNow username.

2. Your ServiceNow password.

3. Your ServiceNow Instance name.
   An Instance name is a globally unique name across all ServiceNow instances. Check the <instanceURL>/stats.do page for any instance to view its name.

Setting up ACLs

To allow ServiceNow alerts to integrate with Nobl9, you need to set up an Access Control List (ACL) for your ServiceNow users.

note

To create a new ACL, you must have the security_admin permission assigned.

Follow the instructions below to set up your ServiceNow users:

1. Go to System Security > Access Control (ACL) and create new Access Control.

2. In the drop-down menus, select the following values:

   • Type: record

   • Operation: create

   • Name: Event [em_event]

     

     Image 1: Service Now Access Control

3. In the Requires role section, choose Assign new/existing role.

   • In the example below, we created a new api_event_create role:

     

     Image 2: Creating new role

4. Click the Submit button.

5. Go to User Administration > Users. Select the user's profile, go to the Roles tab, and click the Edit button. Assign the following roles to the user's account:

   • api_event_create
   • at least evt_mgmt_integration level role

   It should look like this:

   

   Image 3: Assigning the role

6. Click the Update button.

For more details on ACLs, see ServiceNow documentation.

Configuring the ServiceNow Alert Method

You can configure your ServiceNow Alert Method directly in the Nobl9 UI, or by applying a YAML file in sloctl.

Nobl9 UI

To set up the Alert Method in the Nobl9 UI, follow these steps:

Then, in the ServiceNow Configuration Wizard:

1. Enter your ServiceNow Username (mandatory).

2. Enter your ServiceNow Password (mandatory).

3. Enter an Instance name (mandatory).
   For more information, refer to the Authentication section.

4. Select a Project.
   Specifying a Project is helpful when multiple users are spread across multiple teams or projects. When the Project field is left blank then object is assigned to project default.
5. Enter a Display Name.
   You can enter a friendly name with spaces in this field.
6. Enter a Name.
   The name is mandatory and can only contain lowercase, alphanumeric characters and dashes (for example, my-alert-method-name). This field is populated automatically when you enter a display name, but you can edit the result.
7. Enter a Description.
   Here you can add details such as who is responsible for the integration (team/owner) and the purpose of creating it.
8. Click the Add Alert Method button.

YAML Configuration

YAML

Here’s a general specification for adding a ServiceNow Alert Method through YAML:

apiVersion: n9/v1alpha
kind: AlertMethod
metadata:
  name: # string
  displayName: # string
spec:
  description: # string
  servicenow:
    username: # string, mandatory
    password: # string, mandatory
    instanceName: # string, mandatory

Example

Here's an example of ServiceNow configuration through YAML:

apiVersion: n9/v1alpha
kind: AlertMethod
metadata:
  name: servicenow-notification
  displayName: ServiceNow notification
spec:
  description: Sends HTTP request to ServiceNow https://dev99209.service-now.com/api/now/table/ecc_event
  servicenow:
    username: nobl9user
    password: My9%pass # secret field
    instanceName: dev99209

Testing the ServiceNow Alert Method in the UI

Users can test their Alert Methods for all notification services supported by the Nobl9 platform through the UI.

To verify that your Alert Method is set up correctly at the time that you configure it:

1. Navigate to Integrations > Alert Methods.
2. Follow the process outlined above to add the Alert Method in the Nobl9 UI: complete the steps in the Create Alert Method wizard, and Click the Add Alert Method button.
3. On the Details screen, click the Test button in the upper-right corner. If the configuration is correct, Nobl9 will display the following message next to the button: Test completed successfully!

NOTE:
If the configuration is incorrect, Nobl9 will provide an error message with relevant details. The content of the error differs depending on the Alert Method channel.

You can also test an existing Alert Method. To do that:

1. Navigate to Integrations > Alert Methods.
2. Find the Alert Method you want to test in the list, and click it.
3. On the Details screen, click the Test button in the upper-right corner.

Useful Links

ServiceNow Alert Method | Terraform Documentation