Configuring ServiceNow Integration

StatusDrift integrates with ServiceNow to automatically create and manage incidents in your IT service management platform. This guide explains how to configure the ServiceNow integration for seamless incident tracking.

What This Integration Does

The ServiceNow integration creates incidents in your ServiceNow instance when:

• A monitored service goes down or becomes unreachable
• A service recovers and returns to normal operation
• SSL certificates are expiring or have issues
• Performance thresholds are exceeded

Incidents are created with relevant details including monitor name, error messages, and timestamps, enabling your IT team to respond efficiently.

Prerequisites

Before configuring the ServiceNow integration, ensure you have:

• A ServiceNow instance with REST API access enabled
• A ServiceNow user account with permissions to create incidents
• A StatusDrift account with notification channel management access

Step 1: Create a ServiceNow Integration User

For security best practices, create a dedicated integration user in ServiceNow:

1. Log in to your ServiceNow instance
2. Navigate to User Administration > Users
3. Click New to create a new user
4. Set a username like “statusdrift_integration”
5. Set a secure password and note it for later
6. Assign the itil role (or a custom role with incident creation permissions)
7. Save the user

Step 2: Configure the REST Endpoint

Identify your ServiceNow REST API endpoint for incident creation:

The standard endpoint format is:

https://[your-instance].service-now.com/api/now/table/incident

Replace [your-instance] with your ServiceNow instance name.

Step 3: Add the ServiceNow Channel in StatusDrift

Configure the integration in your StatusDrift dashboard:

1. Log in to your StatusDrift account at app.statusdrift.com
2. Navigate to Notification Channels in the sidebar
3. Click Add Channel
4. Select Webhook as the channel type
5. Enter a descriptive name like “ServiceNow Incidents”
6. Enter your ServiceNow REST API endpoint URL
7. Configure authentication with your integration user credentials
8. Click Save to create the channel

Step 4: Assign to Monitors

Connect the notification channel to your monitors:

1. Go to Monitors in the StatusDrift dashboard
2. Select the monitor you want to configure
3. Scroll to the Notification Channels section
4. Enable the ServiceNow channel you created
5. Save your changes

Testing the Integration

Verify your ServiceNow integration is working:

1. Go to Notification Channels in StatusDrift
2. Find your ServiceNow channel in the list
3. Click the Test button
4. Check your ServiceNow instance for the test incident

Incident Field Mapping

StatusDrift maps alert data to ServiceNow incident fields:

Advanced Configuration

Assignment Groups

To automatically assign incidents to specific groups, you can configure assignment rules in ServiceNow based on the incident source or keywords in the description.

Incident Categories

Create a dedicated category for StatusDrift incidents to help with reporting and filtering. Configure your ServiceNow instance to tag incoming webhook incidents appropriately.

Troubleshooting

Authentication errors

• Verify the integration user credentials are correct
• Confirm the user account is active and not locked
• Check that the user has the required roles for incident creation
• Ensure REST API access is enabled for your ServiceNow instance

Incidents not being created

• Verify the REST endpoint URL is correct for your instance
• Check ServiceNow system logs for any API errors
• Confirm there are no business rules blocking incident creation
• Use the Test button in StatusDrift to send a test alert

Missing incident data

• Review the field mapping configuration
• Check for any data transformation rules in ServiceNow
• Verify that required fields have default values set