ServiceNow-Everbridge Integration for BCM

[AngelicaZap]

Hi, I am currently working on Business Continuity Management with Everbridge integration for mass communication. When I create an emergency notification for a crisis event, it throws an error, "Specify valid Incdent Template ID in the Connection and Credential Alias". The incident template that we're using in Everbridge is LIVE and the template ID is correct. What could be the reason behind and how can we resolve it?

Another thing is, it creates an incident in Everbridge automatically but it doesn't create an incident in ServiceNow. But the incident in Everbridge is requiring some variables that match what we have in ServiceNow incident. How should it supposed to work?

[Tanushree Maiti]

Is this integration bidirectional. When you are expecting incident to be created at servicenow.

When setting up the integration (e.g., in a Flow Action), use the Sys ID to apply the template instead of Name. Can you validate and confirm.

Regarding 2nd point, if Everbridge is looking for same variable as Servicenow, they need to create at their end. Servicenow can pass the variable value via payload which Everbridge can map.

[AngelicaZap]

This is OOTB. It's bidirectional as ServiceNow pulls and push data to Everbridge.

[Tanushree Maiti]

For pulling is there any rest message is there with Get HTTP Method?

If yes , check Outbound Http Request  log what is the request response code.