ServiceNow

Most recent version: v0.0.3

See the changelog of this Data sink type here.

Overview

ServiceNow is a cloud platform that offers an array of services and applications designed for IT and workflow management. Incidence integration allows Onum to create an instance in ServiceNow when a problem has been detected or to create alerts and possible incidents.

Select ServiceNow from the list of Data sink types and click Configuration to start.

Configuration

Now you need to specify how and where to send the data, and how to establish a connection with Service Now.

Metadata

Enter the basic information for the new Data Sink.

Parameters

Description

Name*

Enter a name for the new Data Sink.

Description

Optionally, enter a description for the Data Sink.

Tags

Add tags to easily identify your Sink. Hit the Enter key after you define each tag.

Metrics

Decide whether or not to include this Data sink info in the metrics and graphs of the Home area.

How to connect to ServiceNow

Once logged in to your ServiceNow instance, you need to create a user to create incidents. To do this, go to the dashboard and search users. Under either Users and Groups or Administration, click Users. Clicking on the Users tab will display a list of all users, where you can add new users with the New button in the top right corner. For detailed instructions, go to add user.

Set the password and store it for later use.

Ensure the user has the snc_platform_rest_api_access set. To set the user role, click the Roles tab in the user details view.

Incidents

The required fields are short_description, which will be set through the event, and caller_id, which will be set in the configuration. caller_id represents the user that created the configuration, and you can set this in the User ID from the user form.

Incidents will be created using event fields.

Example:

{
    "caller_id": "user123",
    "comments": "Additional comments here",
    "category": "IT",
    "correlation_display": "Alert Label",
    "correlation_id": "correlation123",
    "description": "Description of the incident",
    "impact": "1",
    "severity": "2",
    "short_description": "ServiceNow Incident",
    "subcategory": "Software",
    "urgency": "1"   
}

To find incidents on the ServiceNow platform, open the dashboard and search for an incident. Click All under Incident.

In the list of Incidents, filter incidents based on Caller and enter the User you created or order by latest.

Configuration

Now add the configuration to establish the connection.

To use the ServiceNow sink, you must first create a personal developer instance. ServiceNow offers free Personal Developer Instances, which you can use to test incidents.

Parameter

Description

ServiceNow Instance URL*

Add your custom, instance, or script instance URL.

Go to Manage > My Instance to find it.

You can also find the URL in your Development Dashboard link. All ServiceNow instances follow the naming convention https://<INSTANCE NAME>.service-now.com.

Basic Authentication

Parameter

Description

Username*

Add the username used to connect to the server.

Password*

Create or add a password from your Secrets.

Rate Limiter Configuration

Establish a limit for the amount of requests permitted per second.

Parameter

Description

Number of requests per second*

Enter a maximum number of requests.

Proxy Configuration

If your organization uses proxy servers, establish the connection here.

Proxy Port
Proxy Username
Proxy Password
Proxy Scheme

Click Finish when complete.

Output configuration

When it comes to using this Data sink in a Pipeline, you must configure the following output parameters. To do it, simply click the Data sink on the canvas and select Configuration.

You can define the pipeline fields to be used as Incident or Event fields in Service Now.

Incident

An unplanned interruption or reduction in the quality of the service.