Synchronize priority between ServiceNow and APEX AIOps Incident Management

Using the ServiceNow integration, you can enable synchronization of priority and severity values between ServiceNow and APEX AIOps Incident Management.

Version 3.0.0 of the ServiceNow integration update set introduces support for the Incident Management incident priority and the ability to synchronize priority between Incident Management and ServiceNow. The new feature makes use of the existing priority mapping with some additional options.

The section to map Incident Management severity to ServiceNow priority gets two new options. The section for mapping Incident Management priority to ServiceNow impact and urgency also gets a new option and a new setting for priority '5 - Planning':

Enable mapping of Incident Management severity to ServiceNow priority
Only update priority on increasing severity
Enable bi-directional synchronization of priority values

To learn more about what each of these options do, see ServiceNow integration properties reference.

Enable priority synchronization

To enable priority synchronization between ServiceNow and Incident Management:

In ServiceNow, navigate to All > Moogsoft Integration > System > Moogsoft Cloud Properties.
Turn on Enable bi-directional synchronization of priority values.
Click Save.

Modify the webhook endpoint

If you updated to the ServiceNow v3.0.0 update set from a version older than v3.0.0, you need to adjust your webhook endpoint in Incident Management in order to use the maintenance window feature.

If you configured your ServiceNow integration automatically, follow these steps:
1. Within Incident Management, navigate to Integrations > Outbound Integrations > Alert Webhook (Deprecated).
2. Click the "ServiceNowIncident" webhook to open it.
3. Click Edit.
4. Under the UPDATE Notifications section, enable Priority changed.
5. Under the Payload Body for UPDATE Operation section, add the following line of JSON to the end of the existing payload:
```
"u_priority": "$priority_numeric"
```
If you configured your ServiceNow integration manually, follow these steps:
1. Within Incident Management, navigate to Integrations > Outbound Integrations > Webhook Endpoint > Incident Webhook Endpoint.
2. Click the "ServiceNow UPDATE" webhook endpoint to open it.
3. Click Edit.
4. Under the Triggers section, enable Priority changed.
5. Under the Payload Body section, add the following line of JSON to the end of the existing payload:
```
"u_priority": "$priority_numeric"
```

Run the fix script

Note

This section is only relevant if you want to use the priority sync feature and have modified the standard impact and urgency ranges for your integration.

The fix script re-adjusts your impact and urgency ranges if they have been modified. To run the fix script:

Within ServiceNow, navigate to All > Moogsoft Integration > Scripts > Fix Scripts.
Click Adjust Impact & Urgency Properties.
Click Run Fix Script.
Click Proceed.
Navigate to All > Moogsoft Integration > System > Moogsoft Cloud Properties.
Scroll down to the bottom of the page.
Under the Priority Mappings and Priority Settings sections, click on the lists and ensure that the options have been updated to reflect your custom priority configurations.

Test priority synchronization

Finally, test the priority synchronization feature. Before you begin, ensure that the Incident Creation Threshold of your active correlation definition is set to "1."

Within Incident Management, navigate to Integrations > Ingestion Services > Events API.
Send an event to your Incident Management instance.
Navigate to Incidents > Incidents.
Select the new incident that was generated.
Change the priority of the incident to P1.
Click on the Outbound tab in the incident details pane.
Under External Link, click the outbound link. This will take you to the corresponding page for the incident in ServiceNow.
Make sure that the priority of the ServiceNow incident has been changed to the following: "1 - Critical."

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