ServiceNow integration

The ServiceNow integration allows FireTail to send incidents in your ServiceNow system when alerts are triggered. This makes incident management easier by sending real-time notifications and creating incidents with details you can customize, like urgency, descriptions and more. To set up the integration:

1. Navigate to Integrations in the FireTail platform.

2. Click ServiceNow Issue.

3. In the My Integration field, enter a name for the integration.

4. Fill in the form:

   • ServiceNow instance name - Enter your ServiceNow instance URL (e.g., https://companyname.service-now.com). Log in to ServiceNow, go to Manage>Instance, and copy the URL.
   • ServiceNow table name - Enter the name of the table where incidents or alerts will be created. To find this, log in to ServiceNow, go to System Definition>Tables, select the required table, and use the table name from the URL (e.g., incident-table from https://your-name.service-now.com/table/incident-table).
   • API key - Enter the API key generated in ServiceNow. Refer to ServiceNow's documentation for details on generating an API Key change the product version if required.
   • Short Description - Enter a brief description to appear in ServiceNow.
   • Caller ID - ID of the caller, as set in ServiceNow. Retrieve this ID from ServiceNow.
   • Caller email - Enter the email of the caller, as set in ServiceNow. Retrieve this email from ServiceNow.

• ServiceNow Urgency - Urgency level of the issue. 1 is the highest, 3 is the lowest.

5. Click Submit to create the integration.

The integration is created and listed under the existing integrations tab You can now select this integration as a notification method when you create an alert or create an incident.

When an alert or incident is triggered, a corresponding incident will be created in ServiceNow under the selected table.