ServiceNow integration

October 3, 2023
March 15, 2024

Setting up a ServiceNow integration enables you to get alert and incident notifications sent to a ServiceNow instance.

1. Navigate to Integrations in the FireTail platform. Select the Create integration tab.

2. Click ServiceNow Issue.

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

4. Fill in the form:

  • ServiceNow instance name - The ServiceNow instance URL.
    • Log in to ServiceNow. Select Manage and select Instance. Copy the Instance URL, for example,
  • ServiceNow table name - Your ServiceNow table name to create incidents or alerts in. When selecting this integration for an incident or alert, this is the table that will be used to send that information to.
    • To retrieve the ServiceNow table name, log in to ServiceNow. Under the system definition application menu select Tables and select the required table. Note: The table name should be written in FireTail as it appears in the                URL for  example, enter the table name as incident-table.
  • API key - The API key generated on ServiceNow.
    • Consult ServiceNow's documentation to learn how to generate 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, set in ServiceNow.
    • Retrieve the ID of the caller from ServiceNow.
  • Caller email - Email of the caller, set in ServiceNow.
    • Retrieve the email of the caller from ServiceNow
  • ServiceNow Urgency - Urgency level of the issue. 1 is the highest, 3 is the lowest.

5. Click Submit.

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 the alert or incident is triggered an 'incident' in ServiceNow is created under the selected table.