Understanding ServiceNow Integration
ServiceNow Integration is new functionality added to Uptime Infrastructure Monitor integrates and uses ServiceNow to automatically generate a ticket or incident corresponding to each alert created in Uptime Infrastructure Monitortickets in ServiceNow. When an email alert is generated , such as when a server goes down, ServiceNow creates a ticket with a unique instance number. Repetitive alerts and emails are sent until the ServiceNow ticket status is changed, which sets the alert status to ACK as acknowledgement of the alert or email. The alert is reset once the ticket status is set to Resolved or Closedin Uptime Infrastructure Monitor, an incident ticket is created in ServiceNow under the Incident tab corresponding to the that alert.
Considerations when creating a ServiceNow ticket
- If the ticket
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- already
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- exists in ServiceNow
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- with the same instance number
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- provided by Uptime Infrastructure Monitor and is in
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- the New state
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- , then it does not create another ticket for that instance number.
- If the ticket
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- already
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- exists in ServiceNow with the same instance number
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- provided by Uptime Infrastructure Monitor and the state of that instance is
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- not Resolved
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- or Closed, then
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- it sets the state to ACK (Acknowledged) for that host or network.
- If the ticket
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- already exists in ServiceNow with the same instance number provided by Uptime Infrastructure Monitor and the state of that instance
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- is Resolved
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- or Closed, then it creates another ticket with the
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- same instance number
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- in ServiceNow.
ServiceNow is triggered only if the set of alert rules specifies a critical condition and an alert is generated by Uptime Infrastructure Monitor.
Pre-requisites for ServiceNow configuration
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- entering incorrect ServiceNow user account credentials in Uptime Infrastructure Monitor
- entering an incorrect ServiceNow instance path
- entering alert rules incorrectly
- failing to check the Open Incident in ServiceNow checkbox
- if Email Alert is used for the account profile, failing to verify that the user account email address is already configured in Uptime Infrastructure Monitor
- failing to select at least one item each in Notification Groups and Service Monitors
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