Integrate ServiceNow Cloud Observability Events

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read

    • Integrate ServiceNow Cloud Observability with Event Management by adding a standard webhook in the ServiceNow Cloud Observability platform. Download the Event Management Connector plugin from the ServiceNow Store so you can integrate with ServiceNow Cloud Observability.

    Before you begin

    • Role required: evt_mgmt_integration

    About this task

    Authenticate ServiceNow Cloud Observability as a data source to enable Event Management to collect events from ServiceNow Cloud Observability. In your ServiceNow Cloud Observability platform, use a standard webhook to set your ServiceNow AI Platform instance as the rest endpoint.

    Note:
    Ensure the evt_mgmt_integration role is assigned to the selected user. To ensure proper authentication, use the least privileged user with the evt_mgmt_integration role, rather than a high privileged user.

    Procedure

    1. Create a CI.
      Note:
      Discovery for ServiceNow Cloud Observability services isn’t supported. Create a CI manually in a ServiceNow instance (cmdb_ci_service_auto table) to enable binding.
      1. Navigate to All > Configuration > Application Service.
      2. Select New.
      3. In the form, enter the name.
        The name must be the service name provided in the ServiceNow Cloud Observability platform.
      4. From the Operational Status list, set the operational status to Operational.
      5. Select Next.
      6. Select Done.
    2. In your ServiceNow Cloud Observability platform, create a notification destination.
      1. From the navigation bar, select Alerts.
      2. Select the Notification destinations tab.
      3. Select Create a destination.
      4. Select ServiceNow or webhook.
        Use the ServiceNow destination to connect only with the ServiceNow platform. If you have any issues with the ServiceNow destination, then use the webhook destination option.
        Choose ServiceNow
    3. In your ServiceNow Cloud Observability platform, create a ServiceNow notification destination.
      1. In the Name field, enter a name for the ServiceNow destination.
      2. In the URL field, provide the ServiceNow instance URL.
        This is the default format of the URL to push events from ServiceNow Cloud Observability to the ServiceNow AI Platform instance. Use this format: https//<instance-name>.servicenow.com/api/sn_em_connector/em/inbound_event?source=lightstep
      3. In the Username field, enter your ServiceNow user name.
      4. In the Password field, enter your ServiceNow user password.
        Figure 1. Create a ServiceNow destination
        ServiceNow Cloud Observability ServiceNow Destination
        Note:
        In a ServiceNow instance, CI binding occurs only if the name of the service in the ServiceNow Cloud Observability platform value matches the name fields of the CI you created in the cmdb_ci_service_auto table.
      5. Select Save.
    4. Note:
      If you have any issues with the ServiceNow destination in the previous step, then use the webhook destination option.
      In your ServiceNow Cloud Observability platform, create a webhook notification destination.
      1. In the Name field, enter a name for the webhook destination.
      2. In the URL field, provide the webhook URL.
        This is the default format of the URL to push events from ServiceNow Cloud Observability to the ServiceNow AI Platform instance. Use this format: https//&lt;username>:&lt;password>@&lt;instance-name>.service-now.com/api/sn_em_connector/em/inbound_event?source=lightstep
      3. Select Payload Template.
      4. Select the ServiceNow Event Management option.
        ServiceNow event management template
        Note:
        In a ServiceNow instance, CI binding occurs only if the name of the service in the ServiceNow Cloud Observability platform value matches the name fields of the CI you created in the cmdb_ci_service_auto table.
      5. If you selected the Default Template option in the previous substep, then select New Header and in the Headers field, enter the service-name and define its value.
        Note:
        In a ServiceNow instance, CI binding occurs only if the service-name header value matches the name fields of the CI you created in the cmdb_ci_service_auto table.
        Figure 2. Create a Webhook
        Create a Webhook
      6. Select Create.
    5. In the ServiceNow Cloud Observability platform, configure an alert.
      1. From the navigation bar, select Alerts.
      2. Select Create an Alert and enter an alert name.
      3. In the Alert Configuration area, define the threshold.
      4. According to the destination that you created, in the Notification Rules area, in the Send Notifications to field, select your notification destination type and search for the destination name.
        Send notification destinations type
      5. Select Save.
        The default severity for stream-based alerts is Critical. You can change the default in the Push Connector Configuration area of an ServiceNow AI Platform instance. The valid severity values are:
        • 1- Critical
        • 2- Major
        • 3- Minor
        • 4- Warning
        • 5- Info