Installing and Configuring the LogicMonitor Incident Management Integration in servicenow

[NAZEER SMD]

Hello Everyone,

We have a requirement to integrate logic monitor with ServiceNow, which will be a bi-directional integration.

Kindly, help me with the set-up and process, best practices (if possible) to be followed while implementing.

[swapnali ombale]

Hi @NAZEER SMD 

1. Installation of the LogicMonitor Incident Management Integration from the ServiceNow store.
2. Configuration of the integration within LogicMonitor
3. Configuration of alert rule/escalation chain to deliver alert data to the integration
4. Configuration of ServiceNow (optional) to include acknowledge option on incident form

Installing and Configuring the LogicMonitor Incident Management Integration

Click the GET button on the LogicMonitor Store page.

Accept ServiceNow’s Notice by clicking Continue

Note the Dependencies and Continue if they apply to your environment

For the Entitlement Section choose to make the application available to all instances or just specific ones. (NOTE: This step does not install the application, it just makes it available for install later.)

Accept the ServiceNow Terms

Click GET

Login to your ServiceNow instance

Navigate to System Applications > Applications

The LogicMonitor Incident Management application should be available in the Downloads section. Click Install to add the application to your instance.

After the application is installed you will need to provide account details for ServiceNow to automatically acknowledge alerts:

Navigate to LogicMonitor Incident Management > Setup > Properties

Set values for:

LogicMonitor Account Name

API Access ID*

API Access Key*

Click Save

*As discussed in API Tokens, API tokens for LogicMonitor’s REST API are created and managed from the User Access page in the LogicMonitor platform.

lm-snow-incident-setup

Configuring the Integration in LogicMonitor

You can enable the ServiceNow Integration in your account from Settings > Integrations. Select Add and then ServiceNow:

ServiceNow Default Settings

The ServiceNow Settings section enables you to configure how incidents are created in ServiceNow for LogicMonitor alerts.

Configuring Alert Rule and Escalation Chain

Alert rules and escalation chains are used to deliver alert data to your ServiceNow integration. When configuring these, there a few guidelines to follow to ensure tickets are opened, updated, and closed as expected within ServiceNow. 

Adding Acknowledge Option to ServiceNow Incident Form

Recommendation: Add the LogicMonitor Alert Acknowledge field to an Incident View in addition to the base setup.

As a ServiceNow administrator open an incident form.

Click the Menu button > Configure > Form Design.

3. Drag “LogicMonitor Alert Acknowledge” to the appropriate section of your form.

Kindly mark my answer as helpful and accept solution if it helped you in anyway. 

[NAZEER SMD]

how we need to get those alerts from logic monitor tool? do we need to use rest api or scripted rest api?
and mapping of fields to be done via flow or through rest?
I observe we are already authenticating to logic monitor from plugin-->setup and filling up API tokens and API keys from logic monitor.
so if no authentication required again, do we need to use rest api's?