ServiceNow xMatters how to trigger notification from a custom table

[Yep]

Not sure if I chose the right board but here it goes:

I am new to working with anything xMatters so bear with me.

I want to trigger a notification on a custom table I made that extends the task table. I found this: https://help.xmatters.com/integrations/itmgmt/servicenow.htm#Extend

But I wanted to make sure I am reading it right and that my only option is to do the "ServiceNow Inbound via IntegrationHub" to be able to send notifications on record insert/update from my custom table. Currently xMatters is working fine on the Incident table. 

I just cant seem to find any other answers about this or how to do it. I tried copying and modifying existing business rules/script includes for xMatters and I haven't had luck. 

Maybe doing some kind of REST call would work but I cant seem to find anyone else talking about this. 

Thank you I appreciate any help or suggestions. 

[Allen Andreas]

Hello,

Per the documentation it says this:

When an incident occurs in ServiceNow that matches the criteria you define when you configure the integration, it sends a request to xMatters with information on the incident.

And to enable it and more about the process it says this:

• Enable Incident Notifications: Turns on incident notifications.
• Incident Alerts Integration URL: The integration URL for the workflow's Incident Alerts integration.
• Response Options for Users: The UUIDs of the response options you want to be available on notifications to individual users. For the default integration, add the UUIDs for Accept and Resolve.
• Response Options for Groups: The UUIDs of the response options you want to be available on notifications to groups: for the default integration, add Assign to Me, Resolve, and Escalate.
• Priority: The priority of incidents that you want to send to xMatters.
• Language Suffix: The language of incident properties sent to xMatters. This value is appended to property names when the integration performs certain actions.
• Resolution: Use Resolution Code and Resolution Notes to set the values used for the resolution information when a recipient responds with Resolve. This is required to resolve or close an incident if the resolution data policy installed with the Incident Management Best Practices is enabled. If the policy is enabled, the resolution code cannot be None.
• Event Termination Settings: Select the Terminate alerts by Form check box to only terminate alerts created by the workflow form specified in the Form Name field when a termination event happens (for example, when the incident is closed or the priority changes). For example, if you only want to terminate alerts created by Incident Alerts, but want to keep Engage with xMatters alerts open, select the check box and add Incident Alerts in the Form Name field.

Can you verify the above? Additionally, if you still need assistance, can you share the flow that I imagine was included with this application? Otherwise, you're narrowing your scope of those who could assist to people only familiar with xMatters and others, like myself, could actually assist from a different perspective as we walk through troubleshooting.

[Yep]

Sorry maybe I am missing something but this doesn't seem to answer my question. I don't want anything to happen on the incident table. I want to send an xMatters notification from a custom table I created. That seems to apply only to the Incident table and I need it to work on the custom table and the data to be separate. Thank you for you help.

[Allen Andreas · Accepted solution]

Hi,

My apologies for any confusion, I was just initially asking if you've turned on those settings/configurations, first. It was hopeful that maybe something wasn't turned on and simply turning it on, helped guide you towards this working with your custom table.

In any case, moving past that, yes, per their documentation, since this is a custom table, you'd have to build a custom connector. What is provided by xMatters and include extension to Major Incident Management, doesn't just plug and play with a custom table, you'd have to create that functionality. If you follow the documentation here and walk it step by step, you should be able to get this working. Are you stuck on anything particular here? https://github.com/xmatters/xm-labs-integrationhub 

That documentation includes REST step information, etc. for Flow Designer.

[VL10]

I am interested in collaborating on the ServiceNow to xmatters integration, we are also trying to improve our experience with this functionality.   if you would like, drop me a note and we can pool our knowledge.