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ServiceNow alert method

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Using this method, Nobl9 automatically creates a ServiceNow event whenever your SLO reporting meets the conditions defined in your alert policy. If the generated event qualifies for a ServiceNow alert, the notification is sent.

Prerequisites​

The ServiceNow alert method integration with Nobl9 requires the following prerequisites:

  1. Authentication details. Your ServiceNow alert method must be linked to a ServiceNow instance. Nobl9 connects to your target instance and creates events there. To find your required instance name, check its <instanceURL>/stats.do page. You can authenticate to your target instance using one of the two authentication methods:

  2. A dedicated Access Control List.
    To integrate ServiceNow with Nobl9, set up an Access Control List (ACL) for your ServiceNow users.

    Required permissions

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

    Configure the new ACL with the following values:

    • Type: record
    • Operation: create
    • Name: Event [em_event]
    • Requires role: Assign new/existing role

    After submitting your new ACL, assign the following roles to the users who must have access to the ServiceNow integration with Nobl9:

    • api_event_create
    • at least evt_mgmt_integration level role

For more details on ACLs, see ServiceNow documentation.

Adding the ServiceNow alert method​

You can add the ServiceNow alert method directly in the Nobl9 Web application.

Alternatively, utilize the SLOs-as-code approach by:

Nobl9 Web​

  1. Navigate to Integrations > Alert methods.
  2. Click .
  3. Select ServiceNow.
  1. Select the authentication method: Basic (default) or Token.
    • Depending on the selected method, enter your ServiceNow account credentials or the REST API token (mandatory).
Changing the authentication method

Changing the authentication method replaces the values in the Username and Password or ServiceNow REST API token fields with masked placeholders. If you want to save the changes, re-enter the original credentials or token, or provide the values for the newly selected authentication method.

  1. Enter your target Instance name (mandatory).
    For more information, refer to the Authentication section.
  1. Select a Project (mandatory).
    Projects provide the structure for organizing Nobl9 resources and managing access permissions.
    If a project is not specified, Nobl9 assigns the default project value automatically.
  2. Enter a Display Name (optional).
    Spaces are allowed.
  3. Enter a Name (mandatory).
    It can only contain lowercase, alphanumeric characters, and dashes (for example, my-alert-method-1). Nobl9 auto-populates this field based on the display name you enter, transforming it into the supported format. You can edit the result.
  4. Enter a Description (optional).
    Provide extra details, such as the purpose and responsible personnel.
    Up to 1050 characters.

  1. Configure Alert resolution (optional) to receive a closing event after the Cooldown period is over.
    The optional message will be sent in the closing event notification.

  2. Click Add alert method.

ServiceNow event severity mapping​

ServiceNow returns event severity levels. To maintain consistency in handling alerts, Nobl9 maps these event severity levels to Nobl9 alert severity. Below is the mapping between Nobl9 and ServiceNow severities:

ServiceNowNobl9
WarningLow
MinorMedium
MajorHigh

Event field properties populated in ServiceNow events​

In ServiceNow events generated by Nobl9, the event fields are populated as follows:

NamePopulated Value
em_event.source[Source]: Nobl9
em_event.node[Node]: Service display name and/or name
em_event.type[Type]: Alert or Test (in case of test notification)
em_event.resource[Resource]: SLO display name and/or name
em_event.resolution_state[Resolution state]: New
em_event.state[State]: Ready
em_event.description[Description]:
• SLO display name and/or name
• Alert policy display name and/or name
• Objective display name and/or name
• Project display name and/or name
• Organization name
• Service display name and/or name
em_event.additional_info[Additional Information]:
• Service name
• SLO name
• SLO details link
• Alert policy conditions
• Labels for SLO, service, alert policy, project (if defined)
metric_name[Metric Name]: Alert ID
em_event.severity[Severity]: Alert policy severity

YAML configuration​

General YAML sample for ServiceNow alert method
apiVersion: n9/v1alpha
kind: AlertMethod
metadata:
  name: servicenow-notification # Mandatory
  displayName: string # Optional
  project: default # Mandatory
  # Optional
  # The key value: only alphanumeric characters, `-`, `_`, or `.` are allowed.
  # The key value must start and end with an alphanumeric character.
  # An optional DNS subdomain prefix followed by `/` is allowed.
  annotations:
    key: value
spec:
  description: string # Optional
  servicenow:
    # Provide exactly one authentication method: either basic (username/password) or token-based (apiToken).
    # Basic authentication (default example; use these fields for basic auth):
    username: string # Required for basic authentication
    password: string # Required with username, secret
    # Token-based authentication (alternative to basic auth; use this instead of username/password):
    # apiToken: string # Required for token-based authentication, secret
    instanceName: string # Mandatory
    sendResolution:
      message: string

Testing alert methods​

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:

    • When the configuration is correct, Nobl9 displays Test completed successfully! under the button.
    • Otherwise, the Test failed message appears. It contains the details of incorrect settings.
Check out these related guides and references:
ServiceNow alert methodTerraform provider
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