Configuring AIOps to ServiceNow Integration
Overview
The ServiceNow Integration module enables Motadata AIOps to connect with ServiceNow, an IT Service Management (ITSM) platform. This integration allows for automatic incident creation in ServiceNow upon triggering predefined severity alerts within Motadata AIOps. This functionality will help streamline incident management workflows and improve response times for critical issues.
Navigation
Go to Menu. Select Settings 
. After that, Go to Integration 
and select ServiceNow. The Motadata ServiceNow integration screen is displayed.
Integration Steps
Ensure you have the Server URL, Username, and Password for ServiceNow account from which you wish to create an incident.
To configure the integration with ServiceNow, enter the following details on the ServiceOps integration screen:
| Fields | Desription |
|---|---|
| Server URL: | Enter the domain URL provided by ServiceNow for your account. |
| URL Time Out: | Specify the time (in seconds) for AIOps to establish the server connection with ServiceNow server. Exceeding which AIOps will assume ServiceNow in the down state. |
| User Name | Enter the username of the ServiceNow account to be used for integration. Ensure you are providing credentials of a user having appropriate priviliges. |
You can either choose to create an Event or Incident from the alert generated from Motadata AIOps. Since the paramenters for both are different, let's take a look at them seperately.
- Event
- Incident
| Fields | Description |
|---|---|
| Fail Over Email | Specify the email address on which you wish to receive an email when Motadata AIOps is not able to establish connection to ServiceNow. |
| Fields | Description |
|---|---|
| Password | Provide the password for the ServiceNow account. |
| If alert re-occurs: | Create New Ticket: This option will create a new ticket every time an alert is triggered in Motadata AIOps. Re-open closed ticket: When selected, Motadata AIOps will reopen last occured ticket for the component (Monitor,Firewall, etc.) if the same type of alert is raised again. |
| Fail Over Email: | Specify the email address on which you wish to receive an email when Motadata AIOps is not able to establish connection to ServiceNow. |
| Auto-Sync: | Toggle this button to automatically sync ServiceNow metadata including Impact, Urgency, Category, Sub Category, Technician, and more with Motadata AIOps integration profile. |
| Sync Now: | Click this button to Sync the latest ServiceNow metadata. This will not impact Auto-Sync frequency (if enabled). |
Select the Reset button to erase all the current field values, if required.
Select the Test button to test the integration configuration.
Select the Save button to save the integrations configuration.