ServiceNow provides cloud-based computing services and automation of business workflows.
Table of Contents
Integration Functionality
- When an alert is created in Uptime.com, an incident is created in ServiceNow
- When the check recovers, the ServiceNow incident resolves
- The integration can be configured to create incidents with specific urgency, impact, resolution code, and assignment group
Integration Setup
Create Dedicated ServiceNow User
Login to ServiceNow and navigate to User Administration > Users. This can be easily located by searching in the All menu for related terms:
From the user list, click New in the upper right:
Enter the desired credentials. Make sure the Identity type field is set to Machine:
Edit the user record and click Set Password:
The password generated here will be entered in the Password field when setting up the integration, so make a note of it.
Once the password is set, edit the user Roles from their page. Add the following roles to the user:
snc_platform_rest_api_access
itil
Determine Your Instance URL
The Instance URL is displayed as the first part of the URL when viewing a page on ServiceNow. It should be in the following format:
https://your-instance.service-now.com Create the Integration Profile and Link to Dedicated User
In Uptime, navigate to Notification > Integrations. Click New Profile in the upper right to create a new integration profile and select Telegram from the Provider Type drop-down list.
The Add Integration Profile window appears:
Enter the Instance URL field retrieved from your ServiceNow URL as well as the Username and Password of the dedicated user, then click Add New to create the integration.
Additional Options
Assignment Group: the name or sys_id of the group in which incidents will be created based on check failure
Urgency: assign high, medium, low, or no urgency to incidents created
Impact: assign high, medium, low, or no impact to incidents created
Resolution Code: automatically applies a resolution code when the incident is auto-resolved. Must match a resolution code configured on your instance
Auto-resolve Incident: when the check recovers UP status, the corresponding incident in ServiceNow will automatically resolve
Assign Integration to Existing Contacts
To add your integration to an existing contact, click on or type the name of the contact into the Assign to Contacts field within the integration setup screen.
Create New Contacts for the Integration
New or dedicated contacts cannot be created within the integrations screen. To do so, navigate to Notifications > Contacts. You can select Create Contact, or add your integration to an existing contact.
Select the integration profile’s name from the Integrations drop-down within the Create Contact screen:
Assign Integration Contact to a Check
If you have created a new or dedicated contact for your integration, you will need to add it to specific checks. If you have assigned the integration to a contact that is already assigned to one (or more) checks, you may skip this step.
Return to your Check’s Edit screen and assign this contact to the Contacts field to be notified of a downtime event. Alert data will appear in real time.
Please note: Response time data is stored based on plan usage. Uptime.com stores hourly data for a maximum of 90 days, and daily check data for a period of up to 24 months. On initial setup, metric data may take up to 30 minutes to initially appear.
Test Your Integration
Test your integration with one of the following options:
- Navigate to Notification > Integrations. Next to the name of the integration, click More Actions > Test:
- Force the Check assigned to your Integration to fail by altering it (HTTPS checks can use a misspelling of the domain, for example)
- Click Notification > Contacts, then click More Actions > Test Contact to send a test to the Contact through all configured alerting channels, including the integration:
Comments
0 comments