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.
   Provide your ServiceNow user account credentials and the required 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.

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.

   The following values are required for the Nobl9 integration:

   • 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.

Configuring the ServiceNow alert method

You can configure your ServiceNow alert method directly on the Nobl9 Web or by applying a YAML file in sloctl.

Nobl9 Web

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 your 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.

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:

ServiceNow	Nobl9
Warning	Low
Minor	Medium
Major	High

Event field properties populated in ServiceNow events

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

Name	Populated 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

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
  servicenow:
    username: string # Mandatory
    password: string # Mandatory, secret
    instanceName: string # Mandatory

Working YAML

Working YAML sample for ServiceNow alert method

apiVersion: n9/v1alpha
kind: AlertMethod
metadata:
  name: servicenow
  displayName: ServiceNow alert method
  project: default
spec:
  description: Example ServiceNow alert method
  servicenow:
    username: user
    password: servicenow-account-password
    instanceName: vm123

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.

Useful links

For a more in-depth look, consult additional resources:

ServiceNow alert methodTerraform provider