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ServiceNow Bidirectional Integration Guide

BEFORE YOU BEGIN: Action is required for your existing ServiceNow to VictorOps Integration.
If you are upgrading from an old XML file to the new VictorOps Bidirectional Integration in the ServiceNow App store, you will need to run the following script or reach out to the support team before installation.

https://github.com/victorops/monitoring_tool_releases/blob/master/Deprecate_Initial_VictorOps_Integration.xml

VictorOps ServiceNow Bidirectional Integration

No need to interrupt workflows in order to receive and update tickets. The latest VictorOps to ServiceNow bidirectional integration allows you to spend more time working on incidents and less time moving a ticket through the queue. This way, you can quickly respond to an incident, collaborate in real-time and find resolutions faster.

The VictorOps ServiceNow bidirectional integration maintains incident and ticket history but doesn’t distract you during a firefight. Then, you can leverage this detailed incident history to conduct thorough post-incident reviews and ensure on-call incident management gets better over time. Eliminate context-switching by working in a single application, focusing on the issue at hand and spending less time organizing tickets.

Download the VictorOps application within the ServiceNow app store, and you’ll be up and running within minutes!

Automatically Update ServiceNow Tickets from VictorOps

  • Combine real-time incident response functionality with detailed ticket tracking to create a holistic system for on-call incident management
  • Focus on real-time response and collaboration during a firefight and reduce MTTA/MTTR over time by automatically updating ServiceNow tickets from VictorOps
  • Centralize monitoring data, on-call schedules and alerting to improve visibility into infrastructure health and easily keep cross-functional teams informed during incident response
  • Conduct thorough post-incident reviews with complete records of incident history sent from VictorOps to ServiceNow

ServiceNow Versions Supported:

London, Madrid, New York

  • ServiceNow Account: Requires SNOW Administrative Privileges to create the application registry and an Active, “Web Service Access” only user
  • VictorOps Version Required: Enterprise level of Service
  • Need to Know: Currently manual incident creation in VictorOps will not send to SNOW

 

Enable VictorOps In ServiceNow

Download the VictorOps application within the ServiceNow Store

https://store.servicenow.com/sn_appstore_store.do#!/store/application/ad2abfc8db3ff7003e4af209af9619df

The following prompt will show up within Settings, click “Get Started”

After this, the following modal will appear with the information that you will need to input within VictorOps. The “Finish” button will only appear active after you have entered your credentials within VictorOps.

Enable ServiceNow In VictorOps

As an admin, navigate to Settings >> Alert Behavior >> Integrations >> ServiceNow.

Click Enable Integration

enable servicenow in victorops

After this, you will have the opportunity to enter the credentials from your ServiceNow instance as above.

 

Click Connect to ServiceNowAfter the connection has been made, return to ServiceNow and click “Finish” to finalize authentication.

Incident State Mapping

ServiceNow and VictorOps will stay in sync as determined by the state mapping that you set up within VictorOps. Changing the state in either system means that the opposite system will be updated.

To edit VictorOps incident states after saving, click the Edit Integration button. Here you may also reconfigure your ServiceNow Connection Details.

Incident State Mapping - SNOW VictorOps

Mapping ServiceNow Assignment Groups

Upon validating credentials, you will be able to map VictorOps Escalation Policies to ServiceNow Assignment Groups. This will allow you to update the Assignment Group in ServiceNow when sending an incident from VictorOps or determine where an incident will go when sent from ServiceNow.

When the mapping is set, the ServiceNow Assignment Group field will be updated based on the Escalation Policy being paged. This field will also update when an incident is rerouted to another Escalation Policy. If the incident reroutes to a specific user, the assignment group will be cleared. Updating an assignment group in ServiceNow will not affect paging behavior in VictorOps.

Mapping ServiceNow assignment groups

Select Add Mapping to see available choices.

Add mapping to see available choices

User Mapping

Upon clicking save on the edit integration page or when taking action on an incident, all available users will be synced across the systems based on an email match.

Updating ServiceNow “Assigned To” Field from VictorOps

The Assigned To field in ServiceNow will be populated with the first user to acknowledge an incident. If the VictorOps incident goes back to a triggered state, the next person to acknowledge will populate the field.

Incident Linking

You can click through to the incident in ServiceNow from the incident pane in VictorOps.

When VictorOps Sends an Incident to ServiceNow

An alert rule will need to be created to complete the integration. Navigate to Settings >> Alert Behavior >> Rules Engine.

Add a rule which defines a matching condition on which to send VictorOps incidents to ServiceNow. For example, to send all critical incidents to ServiceNow, use “when message_type matches CRITICAL then transform ServiceNow_Integration to true“. 

Mapping Custom/ Mandatory Fields from VictorOps to ServiceNow

If an incident in ServiceNow requires mandatory or custom fields, these fields must also be added in this rule with the syntax ‘transform ServiceNowField_<field_name> to ${{victorops_field_name}}‘. See field expansion for more tips on dynamic assignment.

Advanced Configuration in ServiceNow

Set Logic to Send Incidents and Custom Fields to VictorOps

ServiceNow will automatically send the following fields to VictorOps: assigned_to, assignment_group, caller_id, category, description, number, priority, short_description, state, subcategory, sys_id. To include more fields than the above, add custom fields separated by a comma and they will appear in the alert payload within VictorOps.

Use “Incident Rules” to create custom logic that allows you to set logic as to when incidents are sent from ServiceNow to VictorOps automatically.

Manually Send Incidents from ServiceNow to VictorOps

If the incident rules above have not been met, you may still send the incident with required information including assignment group, by clicking the button “Send to VictorOps” to manually send an incident to VictorOps.

If you have any questions please contact VictorOps support.

Updated on November 20, 2019

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