Send incidents to ServiceNow
You can enable bidirectional communication between APEX AIOps Incident Management Incidents and your ServiceNow incident management system. After you complete the integration, the two systems keep information synchronized so that:
A ServiceNow incident can be created automatically from an Incident Management incident.
The ServiceNow incident contains a link back to the Incident Management incident.
When the Incident Management incident is updated, updates may be passed to the ServiceNow incident.
The initial incident creation, as well as subsequent updates, may pass a list of Affected CIs to add to the incident ticket.
When the Incident Management incident is either resolved or closed, the ServiceNow incident can be automatically resolved.
If an Incident Management incident is reopened, the corresponding ServiceNow incident can also be reopened.
When the ServiceNow incident is assigned, the Incident Management incident will also be assigned, provided that a user exists in Incident Management with a matching email address.
Work notes added to the ServiceNow incident can be passed as comments to the Incident Management incident.
When a ServiceNow incident is resolved, the resolution notes added will be passed as comments to the corresponding incident in Incident Management.
When the ServiceNow incident is resolved, the corresponding Incident Management incident can be automatically resolved or closed.
When the ServiceNow incident is closed or cancelled, the corresponding Incident Management incident can also be closed.
ServiceNow Change Requests can create and maintain Incident Management maintenance windows.
ServiceNow Change Requests can be manually linked to impacted Incident Management incidents.
See the ServiceNow documentation for details on ServiceNow components.
Before you begin
The ServiceNow integration has been validated with the ServiceNow Vancouver, Utah, Tokyo and San Diego releases. Before you set up your ServiceNow integration:
Note the URL of your ServiceNow incident management instance.
Create an Incident Management API key with necessary permissions. See API key permissions for the outbound ServiceNow integration to determine the permissions you need to apply to your API key.
Make sure you have an email address for an Incident Management integration user (optional).
Make sure you have the UUID for your Incident Management instance (if you want to enable the ability to manually link ServiceNow changes to Incident Management incidents).
Install the update set
To configure the integrations user and XML update set for ServiceNow:
Download the XML update set file, which you can find here.
Open your ServiceNow instance. From the top menu, navigate to All > System Update Sets > Retrieved Update Sets.
At the bottom of the page under Related Links, click Import Update Set from XML.
On the Import XML form, click Choose File and select the XML update set file you downloaded earlier.
Click Upload.
Click on the name of the update set ("Moogsoft") to open it.
Click Preview Update Set.
If there are any errors, select them all and click Actions on selected rows... > Accept remote update.
Click Commit Update Set.
To verify that the update is successful, click All in the top menu and type "moogsoft" into the search bar. Confirm that Moogsoft Integration is displayed in the drop-down menu.
If you are upgrading to the v3.0.0 update set from an earlier version, run the fix script to migrate the Incident Management incident IDs of your ServiceNow incidents:
From the top menu, navigate to All > Moogsoft Integration > Scripts > Fix Scripts.
Click Migrate Cloud Incident IDs.
Click Run Fix Script > Proceed.
Now that the update set is installed, you can choose to do one of the following:
To use the update set to perform the remaining configuration automatically in ServiceNow and Incident Management, read Configure ServiceNow automatically.
To perform the remaining configuration manually, read Configure ServiceNow manually.
Important
Choosing between automatic or manual configuration
If you are unfamiliar with ServiceNow and want to set up the integration quickly, choose automatic configuration.
If you are experienced with ServiceNow and want to customize your integration for your team or organization, choose manual configuration.
Next steps
Once you have finished configuring your ServiceNow integration, you can learn more about how to: