Event Integration With ServiceNow

[LOO1]

I am using external event source(Datadog and GCP monitoring) to integrate with ServiceNow for event management.
The event integration method is PUSH integration.
So, events from external event source are pushed to ServiceNow instance.

What if the event pushed from Datadog/GCP monitoring got lost/there is a problem with the internet, how should ServiceNow trace problem such as missing events?

Please advise.

[Tony Chatfield1 · Accepted solution]

Hi, if the event is 'lost', your source platform will not receive a 200 type response from servicenow instance and it should be configured to manage this scenario, retrying and/or notifying your teams of the issue so that they can undertake remedial action and manual monitoring of your events until the issue is resolved.

You could also configure your SNC instance to monitor for heartbeat messages sent from the source, or to proactively send heatbeat messages to the source and monitor the response.
You could then create SNC Incident\send notifications if these messages are not received or responded too within a suitable time-frame.

An ideal solution would monitor\manage from both ends, that way there is no single point of failure.