Create an outbound incident webhook
Note
Two different outbound webhooks are available: the alert webhook and the incident webhook. The incident webhook is used with the Send to Endpoint action in an incident workflow. It is recommended for most uses cases, unless you are sending alerts to external systems. For scenarios where you need to send alerts, use the alert webhook instead.
For more information, see Outbound incident webhooks.
Determine how many webhooks you need
In some cases, you will need to create separate incident webhooks for each CREATE and UPDATE payload. It is possible to create a single webhook for both scenarios on some systems. Because a distinct payload is associated with each webhook, you will need to create a separate webhook for each activity which requires a different payload. This can result in a large number of webhooks, so it is important to give them descriptive names for reference in the future.
If the remote service supports a single endpoint which can receive a webhook to trigger either a CREATE or UPDATE, then you can use a single incident webhook, as long as you choose appropriate HTTP verb (POST, PATCH, etc. ). In this scenario, everything the remote endpoint requires to process the CREATE/UPDATE message must be included in the body of the webhook, or URL-encoded into the URL. Note, however, that such a webhook cannot generate one message for CREATE operations and a different message for UPDATE operations.
If the remote service requires one endpoint (URL and body combination) for processing CREATE messages, and a separate endpoint (URL and body combination) for handling UPDATE messages, then you must create multiple webhook endpoints to perform multiple activities.
The actual number of webhooks you need to create varies, depending on the external system setup and on your goals.
Create the incident webhook
To create a new incident webhook, navigate to Integrations > Outbound Integrations. Click Incident Webhook in the list, then click Add an Incident Webhook.
Complete the webhook as follows:
For a CREATE payload
Name and Description — The name for the webhook must be unique within the instance. It is recommended that you include the words “create” or “update” in your naming convention (example: "ServiceNow_create").
Configure incident webhook triggers — Triggers are optional for CREATE payloads.
For an UPDATE payload
Name and Description — The name for the webhook must be unique within the instance. It is recommended that you include the words “create” or “update” in your naming convention (example: "ServiceNow_update").