ServiceNow alert

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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 Submit.

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 Update.

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.

When your system's security settings block incoming connections from unknown sources, you might miss important alerts. For troubleshooting, list Nobl9 IP addresses as trusted.

IP addresses to add to your allowlist:

• 18.159.114.21
• 18.158.132.186
• 3.64.154.26

⚠ Applies to app.nobl9.com only. In all other cases, contact Nobl9 support.

Nobl9 UI

To set up the alert method in the Nobl9 UI, follow these steps:

1. Navigate to Integrations > Alert Methods.
2. Click .
3. Click the relevant Alert Method icon.

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, Nobl9 uses the default project.
5. Enter a Display Name.
   You can enter a user-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-1). Nobl9 duplicates the display name here, transforming it into the supported format, 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 Add Alert Method.

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

You can test alert methods for all notification services supported by the Nobl9 platform through the UI.

To verify the correctness of your alert method configuration:

1. Navigate to Integrations > Alert Methods.
2. Click the required alert method.
   Its Details page opens.
3. Click Test under the alert method name:
   
   • For the correct configuration, Nobl9 displays Test completed successfully! under the button
   • Otherwise, Nobl9 displays the Test failed message, specifying what is set incorrectly

Useful links

ServiceNow alert method | Terraform documentation