ServiceNow Integration

Introduction

This document is a walk-through on how to configure WXP Collaboration monitors to generate tickets in ServiceNow using webhook notifications. This document also covers the changes required in ServiceNow to enable the integration.

Requirements

• Create a Scripted REST API in Service Now
• Create a custom Table in Service Now to track alerts coming in

Configuring Webhooks in WXP Collaboration

This section will walk through setting up a webhook for a monitor in WXP Collaboration.

1. Go to WXP Collaboration Tech Insights Monitoring.
2. Under Monitors on the left menu, click Rules.
3. Click Add Monitor to configure a new monitor or click an existing monitor's name.
4. Once the Monitor is configured, go to the “Notify” section and click “Add Webhook”
5. Provide a name for the Monitor and ensure the all the days are selected and the Active Schedule is set from 00:00 to 23:59
6. In the “Data” field, add the following: We will use the example below:

Content-Type: application/json
 
{
    "id": "[(${alertId})]",
    "name": "[(${name})]",
    "description": "[(${category})] [(${metric})] [(${description})] [(${operation})] [(${threshold})] for [(${alertDurationMinutes})] minutes",
    "group": "[(${group})]",
    "status": "[(${status})]",
    "category": "[(${category})]",
    "metric": "[(${metric})]",
    "alertFiredTime": "[(${alertFiredTimeMs})]"
}
 

**Note: Additional fields can be added by clicking on the following icon:

7. Save the Monitor.

Service Now Setup

To configure ServiceNow to accept webhooks from WXP Collaboration and track the status, both a custom table and a Scripted Rest API are required.

Custom Table Configuration

1. Head to the Tables located under the System Definition Menu
2. Click “New”
3. Fill in the Label Name. We recommend using WXPC_alerts
4. Under the Columns Tab, double click on “Insert a new row…” as seen below in the Scripted Rest API code snippet:

5. Create the following columns as Type string:
   sys_id
   WXPC_monitor_id
   WXPC_name
   WXPC_status

Create a scripted Rest API

1. Go to “Scripted Rest API” in the ServiceNow Menu
2. On the right-hand side, click the “New” button
3. Give the Scripted Rest API the name “WXPC Webhooks” and hit submit
4. Once you hit submit, it exits the area. Search for “WXPC Webhooks” and click it to launch.
5. Under the resources tab, click New as seen in the image below

6. Give the resource a name of “Incoming WXPC Alerts”
7. Change the HTTP Method from “Get” to “Post”
8. Under the Security Tab, uncheck “Requires authentication”
9. Click Save
10. Return to “Incoming WXPC Alerts” and paste the following code:

(function process(/*RESTAPIRequest*/ request, /*RESTAPIResponse*/ response) {

    var requestBody = request.body;
    var requestData = requestBody.data;
    shortDescription = requestData.id;
    description = requestData.name + " " + requestData.status + " " + requestData.category;

    /* Need to lookup the DB first before creating an incident. */
    var db = new GlideRecord('u_wxpc_alerts');
    var query = 'u_wxpc_monitor_id=' + requestData.id + '^' + 'u_wxpc_name=' + requestData.group;
    db.initialize();
    db.addQuery(query);
    db.query();

    var issueBody = '[code]';
    if(requestData.status === 'CRITICAL') {
        issueBody += '<h2 style="text-align: center; color: red;">' + requestData.status + '</h2>';
    } else if(requestData.status === 'WARN') {
        issueBody += '<h2 style="text-align: center; color: orange;">' + requestData.status + '</h2>';
    } else if(requestData.status === 'INFO') {
        issueBody += '<h2 style="text-align: center; color: blue;">' + requestData.status + '</h2>';
    } else if(requestData.status === 'CLEAR') {
        issueBody += '<h2 style="text-align: center; color: green;">' + requestData.status + '</h2>';
    } else {
        issueBody += '<h2 style="text-align: center; color: purple;">' + requestData.status + '</h2>';
    }

    issueBody += '<table style="width: 50%;"><tbody>';
    issueBody += '<tr><td>Name</td><td>'+ requestData.name + '</td></tr>';
    issueBody += '<tr><td>Description</td><td>'+ requestData.description + '</td></tr>';
    issueBody += '<tr><td>Group</td><td>'+ requestData.group + '</td></tr>';
    issueBody += '<tr><td>Category</td><td>'+ requestData.category + '</td></tr>';
    issueBody += '<tr><td>Metric</td><td>'+ requestData.metric + '</td></tr>';
    issueBody += '<tr><td>Metric</td><td>'+ requestData.alertFiredTime + '</td></tr>';
    issueBody += '</tbody></table>[/code]';

    //Check if a record already exists
    if(db.next() == true) {
        //If record exists, get sys_id of ticket which is u_sys_id
        var u_sys_id = db.getDisplayValue('u_sys_id');
        var incLookup = new GlideRecord('incident');
        incLookup.addQuery('sys_id', u_sys_id);
        
       //If the status is has not changed - Update ticket with worknotes
       if(requestData.status === 'CRITICAL' || requestData.status === 'WARN' || requestData.status === 'INFO') { 
           incLookup.query();
           db.setValue('u_wxpc_status', requestData.status);
           db.update();
           while(incLookup.next()) {
               incLookup.work_notes = issueBody;
               incLookup.update();
           } 
       } else if (requestData.status === 'CLEAR') {
           //If a clear message is sent, update worknotes with a clear message - Also have the ability to close ticket. 
           db.setValue('u_wxpc_status', requestData.status);
           db.deleteRecord();
           incLookup.addQuery('sys_id', u_sys_id);
           incLookup.query();
           while(incLookup.next()) {
               incLookup.work_notes = issueBody;
               incLookup.update();
           }
       } else {
             //If the status is another status, update worknotes with info.
             db.setValue('u_wxpc_status', requestData.status);
             db.update();
             incLookup.addQuery('sys_id', u_sys_id);
             incLookup.query();
             while(incLookup.next()) {
                 incLookup.work_notes = issueBody;
                 incLookup.update();
             } 
       }
    } else {
          //If record does not exist in u_wxpc_alerts table - Create a new incident and record it in the table
          var grIncident = new GlideRecord('incident');

          grIncident.initialize();
          grIncident.impact = '2'; //Set the Impact
          grIncident.urgency = '2'; //Set the Urgency
          grIncident.short_description = requestData.name; //Set Short Description of the ticket
          grIncident.description = description; //Set the description of the ticket
          grIncident.work_notes = issueBody; //Create a worknote if needed
          var sys_id = grIncident.insert(); //Create incident and grab the sys_id of the ticket
          db.setValue('u_wxpc_monitor_id', requestData.id); //Set the WXP Collaboration Monitor ID in u_wxpc_alerts table
          db.setValue('u_wxpc_name', requestData.group); //Set the WXP Collaboration name in u_wxpc_alerts table
          db.setValue('u_wxpc_status', requestData.status); //Set the status in u_wxpc_alerts table
          db.setValue('u_sys_id', sys_id); //Set the ticket sys_id in the u_wxpc_alerts table
          db.insert();

          return 'Insert Into DB';
    }

})(request, response);

You have now completed the WXP Collaboration / ServiceNow integration! You should now see tickets appear once a monitor alert is triggered!

Contact Us

For any assistance, create a support case or email support@wxp.hp.com.