- 09 Dec 2021
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ServiceNow Outbound
- Updated on 09 Dec 2021
- 1 Minute to read
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ServiceNow Outbound
Modify the Standard Alert Template
Administration Templates and select Standard Alert.
Add the following Attributes:
Name: ServiceNow_sys_id
DataType: Long String
Active: true
Name: ServiceNowID
DataType: Short String
Active: true
Create the Outbound Service Detail
Service Name: Service Now
Web Security Type: Basic
UserName: (your ServiceNow username)
Password: (your ServiceNow user password)
Create the Create Incident Action
Method Name: ServiceNow Create Incident
Service Type: REST
Template Type: Standard Alert
URI: https://(your servicenow sub domain)/api/now/table/incident
Content Type: JSON
Web Method: POST
Response Data Type: JSON
Response Action: Update Alert Fields = true
Content Data: { “impact”: “3”, “urgency”: “3”, “priority”: “5”, “active”: “true”, “knowledge”: “false”, “comments_and_work_notes”: “”, “short_description”: “<
Response Data {“result”:{“sys_id”: “<
Create the Close Incident Action
Method Name: ServiceNow Close Incident
Service Type: REST
Template Type: Standard Alert
URI: https://(your servicenow sub domain)/api/now/v1/table/incident/<
Content Type: JSON
Web Method: PUT
Response Data Type: JSON
Response Action: Update Alert Fields = false
Content Data: { “incident_state”:”7″, “close_notes”:”Resolved”, “close_code”:”Solved (Permanently)” }
Create the Assignment Action
Method Name: ServiceNow Assignment
Service Type: REST
Template Type: Standard Alert
URI: https://(your servicenow sub domain)/api/now/v1/table/incident/<
Content Type: JSON
Web Method: PUT
Response Data Type: JSON
Response Action: Update Alert Fields = false
Content Data: {“incident_state”:”2″,”assigned_to”:”<
Create the Generic Put Action
Method Name: ServiceNow Generic PUT
Service Type: REST
Template Type: Standard Alert
URI: https://(your servicenow sub domain)/api/now/v1/table/incident/<
Content Type: JSON
Web Method: PUT
Response Data Type: JSON
Response Action: Update Alert Fields = false
Create the Close Incident Workflow
Workflow Name: ServiceNow Close Incident
Workflow Type: Message Thread
Template: Standard Alert
Scheduled: false
Enabled: true
Start Conditions: MessageThreadStatusType = Closed AND
Actions:
Action: Outbound Service Notification Outbound Action: Service Now – ServiceNow Close Incident
Create the Service Now Assignment Workflow
Workflow Name: ServiceNow Assignment
Workflow Type: Message Thread
Template: Standard Alert
Scheduled: false
Enabled: true
Start Conditions: MessageThreadStatusType = Assigned AND
Actions:
Action: Outbound Service Notification Outbound Action: Service Now – ServiceNow Assignment
Create the ServiceNow Delivery Status Update Workflow
Workflow Name: ServiceNow Delivery Status Update
Workflow Type: Delivery Attempt
Scheduled: false
Enabled: true
Start Conditions: DeliveryStatusType = Acknowledged OR DeliveryStatusType = Sent OR DeliveryStatusType = Failed OR DeliveryStatusType = Delivered OR
Actions:
Action: Outbound Service Notification Outbound Action: Service Now – ServiceNow Generic PUT
Message Text: { “comments”: “AlertOps ID <
Create the ServiceNow Incident Escalation Rule
ServiceNow Incident Escalation Rule
Detail tab: Rule Name: ServiceNow Incident Description: Creates ServiceNow Incident. Assigns user to Incident. Closes Incident. Adds Delivery Status updates to Incident Notes.
Priority: Critical Enabled: true
Workflows tab: Message Thread types
ServiceNow Close Incident ServiceNow Assignment ServiceNow Delivery Status Update
Services tab: Service: Aervice Now Actions: ServiceNow Create Incident