Components for ServiceNow Otto integration for break-fix

  • Release version: Australia
  • Updated August 11, 2026
  • 1 minute to read

    • Technical reference for webhook events, authentication types, platform artifacts, and troubleshooting.

    Webhook events

    Event State transition Condition Extra payload field
    case_assigned New (1) → Open (10) contact_type = otto None
    case_resolved Any → Resolved (6) contact_type = otto Resolution code
    case_awaiting_info Any → Awaiting Info (18) contact_type = otto None
    Note:
    No event is dispatched if the opened_by user has no email address. The call is skipped silently and a warning is written to the system log.
    Note:
    Bearer token, OAuth 2.0 Client Credentials, and JWT-OAuth are the supported credential types. HMAC-SHA256 and HMAC-SHA512 are not supported.

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    Troubleshooting

    Symptom Where to check / action
    Webhook call not arriving at the ServiceNow Otto listener Navigate to System Logs > Outbound HTTP Requests and filter by URL or time. Confirm the otto_webhook connection URL is set correctly
    No event dispatched despite a qualifying state change Verify contact_type = otto on the case and that opened_by has a non-empty email address
    Authentication error in outbound logs Confirm the credential type is not HMAC. Re-enter credential values in the otto_webhook alias and retest
    ServiceNow dispatches the event but ServiceNow Otto does not act on it Verify all four side plugins from ServiceNow Otto are installed in the ServiceNow Otto environment (see )