ServiceNow Incident

The Service Now Notification Destination plugin allows you to create incidents in ServiceNow whenever an alert is triggered. Alerts are configured as destinations in Streamline NX under System ® Notifications ® Destinations and associated with Policies under System ® Notifications ® Policies.

Limitations

  • If using SLNX variable substitution for <param> <field> you will get an error if the value contains an XML special character e.g. <, >, or &. These characters in the Subject or Body (outside of xml) will be properly escaped when sent.
  • If the ServiceNow system is not up and able to accept the posting, there will not be any retries.  Unfortunately, the status of an unsuccessful posting of transaction is not recorded. You will have to look in the SLNX  logs\debug_core.log to find the error.
  • Errors will be of the format: [ERROR],….[com.ricoh.mdm.cm.alerts.dispatch.servicenow.ServiceNowDispatchRequestListener]….

To setup ServiceNow Incidents:

  1. Create a destination notification. Specify the ServiceNow URL and add the user name and the password. Refer to Create a Destination Notification.

  1. Create the notification policy using the Destination Notification. The policy will include the subject, body and other parameters in <servicenow> </servicenow> parameter. Refer to Create a Policy Notification.