Event Management Integrations

[mirzasaquib-beg]

Hi 

I have a doubt, if the monitoring tool is not present in the either Pull or Push Connector, then which approach we should follow to custom integration.

how do we know that we have to create a custom Push or Pull connector.

Thanks & Regards

Mirza Squib Beg

[srinija_itom]

Hi @mirzasaquib-beg , 

Here is my approach to decide between push and pull connectors. 

Push Connector:

In a push model, the monitoring tool is configured to proactively send alerts/events to ServiceNow. The ServiceNow team shares the connector URL, username, and password with the monitoring team. The monitoring system must support notification setup or webhook configurations that allow it to automatically push events to ServiceNow whenever an alert is triggered.

Example: Grafana, Dynatrace tools

Pull Connector:

In a pull model, ServiceNow initiates the communication. The monitoring team provides an API key or authentication token along with the endpoint. ServiceNow is configured to periodically poll the monitoring tool's API (e.g., every few minutes) to retrieve new alerts or events.

Example: NagiosXI 

Depending upon on your monitoring tool configuration you can decide between push or pull approach.

If you find this info useful, please mark my solution as helpful or kindly accept the solution.

Regards, 

Srinija

[mirzasaquib-beg]

Hi @srinija_itom ,

I know the difference between the push and the pull, but my concern is:

There is a very new tool which comes for the integration with Event Management. So, how we will integrate that monitoring tool. We have to create a custom connector for that, so which connector we will configure.

Thanks & Regards

Mirza Saquib Beg

[srinija_itom · Accepted solution]

hi @mirzasaquib-beg , 

Yes, you need analyze about your new monitoring tool. what type of configuration it accepts whether it has a webhook configuration or you can get a API key from this new monitoring tool for you set up configuration in ServiceNow. 

Once you have these details. You can create custom connector using service management operations workspace. 

Please find the below documentation for more details on how to create a custom connector. 

@mirzasaquib-beg , Can you please help with your monitoring tool name?

https://www.servicenow.com/docs/bundle/yokohama-it-operations-management/page/product/service-operat...

Regards, 

Srinija

[MattewW]

Great question! When setting up event management integrations, the key is ensuring your source systems are sending clean, well-structured event payloads. Mapping severity levels consistently and making sure your inbound rules in ServiceNow are properly aligned really helps accuracy. Also, consider setting up a catch-all parser rule to handle unexpected formats without dropping the event entirely.

In my experience, after doing a few dry runs, I've cut down false positives significantly and improved event classification. Hope this helps—good luck refining the integrations!