Configure IO alert notifications for a ServiceNow instance

Set up a basic integration between Instance Observer (IO) and ServiceNow to route IO alert notifications to a ServiceNow instance.

Before you begin

Role required: admin

About this task

In addition to email and SMS notifications, you can send IO alert notifications to your ServiceNow instances.

Procedure

1. Navigate to Impact > Platform Health > Monitor > Go to Instance Observer.
2. Log in to Instance Observer and navigate to Alerts > Configure Notification.
3. Select + Create Integration.
4. On the form, fill in the fields.
   For a ServiceNow integration, enter the following:

   Table 1. Create Integration form

   Field	Description
   Integration type	ServiceNow is selected by default.
   Integration Name	Name to identify the integration.
   Authentication Type	Basic Authentication or an API key for the integration. For API Key, provide the key or username and password for the integration.
   User name	User name associated with the integration.
   Password	Password for the integration.
   Enter URL	Webhook URL as configured on the ServiceNow instance. Note: This URL is for commercial instances only. Create a webhook and web service while selecting the appropriate authentication access using your ServiceNow instance admin role. For more information, see Create a scripted REST API

   

5. Select Test Integration to validate your configuration and verify if you can successfully send the payload to the configured ServiceNow instance.

   If you do not have the correct URL details at hand, you can save the integration as Draft and return to complete it later.

   • If the test is successful, you receive a HTTP response 200 is successful response. You can now proceed to submit the integration.
   • If the test fails, an error message is displayed in red. Review and correct your integration details—such as the webhook URL, username, or password—and test again.
     Important:

     A successful test result is required before you can submit the integration. If you attempt to submit without testing, a validation message is displayed: Successful Test Integration results required to submit your integration, or save as draft if you don't have a working URL.
6. Submit the integration and save it when the test is successful.
   The integration is created with a status Enabled.
7. Verify the integration status.
   In the Integrations tab, confirm that the integration status shows as Enabled.

   Note:

   Only integrations with an Enabled status appear in the Notification Rules tab to link with the notification rule. Draft integrations are not available for selection until they are completed and enabled.
8. Link the integration to a notification rule and enable configuration for the notification rule by navigating to the Notification Rules tab and selecting the appropriate notification rule.
   You can also select and select the Edit option. Once the integration is in Enabled status, it is available for selection in the Notification Rules list.
   1. Enter a name for the rule in the Name field of the Edit Rule pop-up.
   2. Enter a description for the notification rule.
   3. Select the ServiceNow Integration option as the Notification Type and select a value from the list.
   4. Select Save.
9. Verify alert payload delivery in the Alert Console by navigating to Alerts > Alert Console.
   To confirm that your integration is working correctly after an alert is triggered:
   1. Select your instance and Get Snapshot in the Alert Console.
   2. From the Generate Test Alert list, select the alert you configured.
      The test alert that you configured appears in the list. For example, Database Response Time alert on your instance.
   3. Verify that the alert payload is successfully delivered to the configured integration endpoint, which is ServiceNow instance.
      The alert payload reaches the ServiceNow instance so long as the webhook URL is still accepting http calls.
   4. Navigate to your ServiceNow instance and check if the alert has reached its destination.
      If the alert had failed, then the Alert Type is in red, which means it has failed.
10. Identify and resolve integration failures.
    If an integration fails after it has been enabled, for example, due to an expired webhook URL, an invalid API key, or expired credentials, then IO detects the failure and flags it for your attention. To identify and resolve a failed integration:

    1. In the Alert Console, look for alerts displayed in red under the Alert Type column. A red indicator means the alert payload failed to deliver the notification.
    2. Select the Failed link to view the full error details. For example, a 404 error indicating that the URL is invalid or the API key has expired.
    3. Select Update Integration to edit the integration with the correct credentials or webhook URL, test it successfully, and resubmit to restore the integration to Enabled status.
    4. Alternatively, you can navigate to Alerts > Configure Notification, and select the integration with Failed status in the Integration tab. Edit the integration configuration, test the integration, and when it is successful, resubmit it to restore the integration to the Enabled status.

    The Delete option remains inactive if the integration is associated with at least one notification rule.

    Important:

    Until the integration is fixed and re-enabled, alert payloads will not be delivered to the failed endpoint.

    IO alert notification channels

    You can view the integration failures as alerts in three places:

    1. As Alert Type in Alert > Alert Console
    2. As Notifications from . Select View Notification History and filter with Integration Failed.
    3. As an email notification with the integration name, error number, and the message.