Configure Inbound Notifications for ServiceNow

After using the 'Add New Connection' Inbound Notification action and selecting ServiceNow you will be shown the ServiceNow wizard which will take you through the process of configuring your connection.

ServiceNow Settings

The ServiceNow Settings page defines how you connect to your ServiceNow instance.

  • Name - A short display name that is used to differentiate connections

    • We typically advise that you use your instance name with a short description of the alert criteria

  • URL - The base URL of your ServiceNow instance

    • Requires the trailing forward slash

  • Use a Proxy - Whether or not you wish to use a proxy

    • Defaults to False

  • Proxy URL - The actual URL used to connect to your proxy

    • We only support HTTP proxies

    • If your proxy requires authentication please see here for further details

  • Run As Profile - The ‘Run As Profile’ that you will use to provide your service account

    • You can choose to use a different profile if you wish, as long as it is from a sealed Management Pack

  • Connection is enabled - Whether or not you wish to create the connection in an enabled state

    • Defaults to False

Update Settings

The update settings page provides you with two main choices regarding your connection:

The update interval configures how regularly in seconds the connection should poll ServiceNow for updates to alerts.

The Update Alert Action specifies what SCOM should do when a linked incident is resolved.

The options for the Update Alert Action are:

  • No action

  • Close Alerts (Default)

    • This option will close rule-based alerts only

  • Reset Unit Monitors

    • This option will attempt to reset the underlying unit monitor linked to an alert

    • It will also close rule-based alerts

  • Reset All Monitors

    • This option will recurse through all unit monitors underneath a Dependency or Aggregate monitor to close an alert linked to one of these

    • It will also attempt to reset the underlying unit monitor directly linked to an alert

    • It will also close rule-based alerts

Use the 'Reset All Monitors' option with caution, this can cause heavy processing when targeting alerts linked to especially large Dependency or Aggregate monitors

Seriously… We highly recommend that you don’t turn this option on unless you have a specific use case in mind

Management Pack

The Management Pack page allows you to select where your configuration will be stored.

By default, we store your configuration in a dedicated management pack. However, you are free to choose your own management pack (including creating a new one). You can also export the configuration to XML for use in change management processes or other reasons.

Summary

Finally, you will be brought to the summary screen where you can look over the configuration for a final time before finishing the wizard.

Should you wish to go back and change any part of your configuration, you can use the ‘Previous’ button or jump directly to the relevant page using the links on the left.

After You Finish and Further Reading

When you press the Finish button our wizard sets about putting your configuration in place. If the connection is enabled by default and not exported to XML the connection will set about running a connection test. You can find further details about what to expect from this back on the main page here.

If you would like to customize the details received please look at the Advanced Creation Rules page. Usually, the next logical step is to look at Inbound Maintenance connections.

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