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ServiceNow Express Integration Guide – VictorOps

Requirements

Versions Supported: Istanbul

VictorOps Version Required: Standard or Enterprise

What you need to know: The contents of the Payload is highly configurable, if you have any questions regarding customization, please contact support.

In VictorOps

From the main timeline select Settings then Alert Behavior and then Integrations.

 

Select the ServiceNow Express integration option. And then copy the full URL path to your clipboard.

In ServiceNow Express

REST Messages

From the left sidebar under Application Configuration select Web Services then REST Messages

 

Create a new REST Message

 

Give the REST message a name and description then paste in the VictorOps endpoint you copied from the VictorOps web portal.

 

Under HTTP Methods you will create two new methods, one for critical VictorOps alerts and one for recovery alerts. To start select New in the HTTP Methods section.

Give the method a name such as “VictorOps Critical”, select POST for the HTTP method, and paste in the Legacy REST endpoint URL you copied from VictorOps into the “Endpoint” field.

In the “Content” section past in the following code snippet.

{
"message_type":"critical",
"entity_id":"${number}",
"state_message":"${short_description}",
"monitoring_tool":"ServiceNow Express",
"caller":"${caller}",
"category":"${category}",
"subcategory":"${subcategory}",
"state":"${state}",
"impact":"${impact}",
"urgency":"${urgency}",
"priority":"${priority}",
"assigment_group":"${assignment_group}",
"assigned_to":"${assigned_to}"
}

Hit update to save the settings.

Next we will make the Recovery HTTP method.

Give the method a name such as “VictorOps Recovery”, select POST for the HTTP method, and paste in the Legacy REST endpoint URL you copied from VictorOps into the “Endpoint” field.

In the “Content” section past in the following code snippet.

{
"message_type":"recovery",
"entity_id":"${number}",
"state_message":"${short_description}",
"monitoring_tool":"ServiceNow Express",
"caller":"${caller}",
"category":"${category}",
"subcategory":"${subcategory}",
"state":"${state}",
"impact":"${impact}",
"urgency":"${urgency}",
"priority":"${priority}",
"assigment_group":"${assignment_group}",
"assigned_to":"${assigned_to}"
}

Hit update to update settings.

 

Business Rules

Next you will need to create two business rules, one for each of the REST messages you created in the previous section. Under Web Services in the left sidebar select Business Rules.

 

Create a new Business Rule.

Give the rule a name such as “VictorOps Critical” and set the table value to Incident. Make sure that both the Active and Web Services boxes are selected.

Select the When to run tab and put in the specific filter conditions for when you want incidents sent to VictorOps. In the example below we have set it so that on Insert of an incident when the Incident’s state is New then take action.

 

Next select the Web Services tab. Select the VictorOps REST Service and the VictorOps Critical Rest Method. For the variable substitutions set each field to be Same as and then the corresponding field name as you see in the following example. Once all the variable substitutions are set select Update.

 

Now you will need to create a rule for the recovery messages. First create a new business rule.

Give the rule a name such as “VictorOps Recovery” and set the table value to Incident. Make sure that both the Active and Web Services boxes are selected.

Select the When to run tab and put in the specific filter conditions for when you want incidents sent to VictorOps. In the example below we have set it so that on Update of an incident when the Incident’s state is Resolved or Closed then take action.

 

Next select the Web Services tab. Select the VictorOps REST Service and the VictorOps Recovery Rest Method. For the variable substitutions set each field to be Same as and then the corresponding field name as you see in the following example. Once all the variable substitutions are set select Update.

That’s it! To test the integration you can either open up a new incident or select the test option underneath the HTTP Method settings here.

If you have any questions please contact VictorOps support.

Updated on March 13, 2017

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