ServiceNow integration properties reference

Moogsoft Integration ServiceNow User

Required

moogint

Create the ServiceNow Integration User Account

Optional

Automatically create the ServiceNow user for the APEX AIOps Incident Management integration.

ServiceNow Integration Password

Optional

The password to use for the ServiceNow integration user, if the above property ("Create the ServiceNow Integration User Account") is enabled.

This password must meet ServiceNow's complexity requirements, or else automatic configuration will fail. For a detailed explanation of the requirements, read this page from the ServiceNow documentation.

Moogsoft Cloud Instance

Required

https://api.moogsoft.ai

Moogsoft API Key

Required

The Incident Management API Key.

Moogsoft UUID

Optional

The UUID of your Incident Management instance, which is displayed in the URL when logged into the Incident Management UI. Example: https://app.moogsoft.ai/{uuid}/incidents

You must fill out this property in order to allow ServiceNow change records to be manually linked to Incident Management incidents. For more information about this feature, read Link ServiceNow change requests to APEX AIOps Incident Management incidents.

Moogsoft API Retry Limit

Required

The number of times to attempt an Incident Management API call. Default is 3.

Moogsoft API Timeout (In Seconds)

Required

The request waiting time in the ECC Queue in seconds. Default is 10 seconds.

Note: To configure this property for more than 30 seconds, add or update the ServiceNow glide.http.outbound.max_timeout.enabled system property to false.

Enable Moogsoft Incident integration

Optional

Automatically create the outbound webhook in Incident Management.

If you are using a credential set in Incident Management to store the ServiceNow integration user details, you will need to create this credential set manually before you enable this property.

Name of Moogsoft Credential Set used for outbound Webhook

Optional

The name of a preconfigured Incident Management credential set containing the username and password of the ServiceNow integration user.

Enable to append rather than replace the Affected CI list on update

Optional

When processing affected_cis passed from Incident Management, this option will merge the CI data from the initial incident creation with the data from subsequent updates. If disabled, the affected_cis from the last received update will replace the Affected CI list in the incident. Enabled by default.

Enable closing of Moogsoft Incident

Optional

Enable to automatically close a Situation when you close or cancel the associated ticket in ServiceNow.

Close on Resolved

Optional

Close the Incident Management incident when the corresponding ServiceNow incident is resolved. For more information, read Modify incident closure and reopening behavior.

Moogsoft Assignee Email

Optional

The email address of an Incident Management user that can be used for automated assignment. Defaults to the owner of the API key.

Create Moogsoft Assignee

Optional

Automatically create a new user if a user doesn’t already exist, using the assignee email address supplied.

Reopen Incidents

Optional

Allow Incident Management to reopen resolved ServiceNow incidents. For more information, read Modify incident closure and reopening behavior.

Enable Moogsoft Maintenance Window integration

Optional

Enable automatic creation and removal of Incident Management catalog entries for maintenance window management.

Use New Maintenance Windows Feature

Optional

Use Incident Management maintenance window feature in place of catalogs to manage maintenance windows.

Enable Incident Assignment

Optional

When incidents are assigned to a user in ServiceNow, corresponding incidents in Incident Management will be assigned to a matching Incident Management user, whenever possible.

User email addresses must be the same in both ServiceNow and Incident Management.

Forward Work Notes

Optional

Allow work notes added to ServiceNow incidents to be forwarded as comments to the corresponding incident in Incident Management.

Hide Moogsoft sections in Incident form

Optional

Hide the Incident Management sections in the UI of the ServiceNow Incident form.

Hide Moogsoft sections in Change Request form

Optional

Hide the Incident Management sections in the UI of the ServiceNow Change Request form.

Enable mapping of Moogsoft severity to ServiceNow priority

Optional

Map Incident Management severity values to their equivalent ServiceNow priorities.

Only update priority on increasing severity

Optional

Changes the behavior when mapping priority from severity so that only increasing severity or priority of an incident in Incident Management will update ServiceNow.

Priority Mappings:

Map Incident Management Severity to ServiceNow Priority values.

Priority for Critical

Critical

Priority for Major

High

Priority for Minor

Moderate

Priority for Warning

Low

Priority for Unknown

Low

Priority Settings:

Adjust each priority to match the corresponding Impact and Urgency values for your environment. By selecting a priority value for each severity, any incidents with the matching severity will create a ServiceNow incident with equivalent Impact and Urgency. For example, setting "Priority High" to "Medium:High" maps a P2 (High priority) to an Impact of Medium and an Urgency of High.

Priority Critical

High:High

Priority High

Medium:High

Priority Moderate

Medium:Medium

Priority Low

Low:Medium

Enable bi-directional synchronization of priority values

Optional

When enable and with u_priority included in the webhook payload, priority changes will be replicated between Incident Management and ServiceNow.