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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
Image 1: Service Now Access Control
  1. 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
Image 2: Creating new role

  1. Click Submit.

  2. 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
Image 3: Assigning the role
  1. 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:

  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.

  1. 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.
  2. Enter a Display Name.
    You can enter a user-friendly name with spaces in this field.
  3. 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.
  4. Enter a Description.
    Here you can add details such as who is responsible for the integration (team/owner) and the purpose of creating it.
  5. Click Add Alert Method.

YAML configuration​

General YAML sample for ServiceNow alert method
apiVersion: n9/v1alpha
kind: AlertMethod
metadata:
  name: string # Mandatory
  displayName: string # Optional
  project: default # Mandatory
spec:
  description: string # Optional
  pagerduty:
    integrationKey: # PagerDuty integration key

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
For a more in-depth look, consult additional resources:
ServiceNow alert methodTerraform provider
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