ServiceNow (Flow Designer) v2

The integration requires a user who can authenticate REST requests from ServiceNow to xMatters when working with alerts. The necessary permissions are provided by the 'REST Web Service User' role in xMatters. See Create an integration user for more information on creating an integration user.

Flow Designer will need ServiceNow credentials to be able to perform actions like update the ServiceNow incident status, assignment, or add comments and work notes.

Make sure that your ServiceNow instance has a user with the itil or itil_admin roles, which have permissions to modify the records and fields in the designated table.

For information about adding users and assigning roles in ServiceNow, refer to the ServiceNow documentation.

If you’re using basic auth to trigger your xMatters workflow, you need one of the following for authentication while setting up the integration:

• An API key or secret
  • To obtain the API key, go to the user’s page, select the More Actions drop-down, then click Manage API Keys.
• The user ID and password of the xMatters integration user

If you’re using OAuth to trigger your xMatters workflow, you need the following information for authentication while setting up the integration:

• xMatters instance client ID
  • To obtain the client ID, go to Workflows, then under Authentication, click OAuth.
• The user ID and password of the xMatters integration user

1. On your xMatters instance, go to Workflows > Workflow Templates.
2. Search for the workflow. There are a few available ServiceNow workflows—make sure that you install ServiceNow (Flow Designer) v2.

   

3. Click Add to install the workflow.
4. In the installation modal that opens, click Open Workflow.

   

1. On the Flow Designer tab of the workflow page, open the Incident Alerts from ServiceNow flow canvas.

   

2. On the canvas, double-click the ServiceNow Record Alerts Incident [incident] trigger to open its configuration settings.
3. On the Settings tab, choose the authentication method (we recommend Basic Authentication or OAuth Authentication). The trigger URL is generated based on the selected authentication method.
4. Copy the trigger URL. You'll need it to configure the integration in ServiceNow.

   

5. You can now exit Flow Designer without saving any changes.

1. On the Flow Designer tab of the workflow page, open the Engage with xMatters flow canvas.

   

2. On the canvas, double-click the Engage with xMatters - ServiceNow Action trigger to open its configuration settings.
3. On the Settings tab, choose the authentication method (we recommend Basic Authentication or OAuth Authentication). The trigger URL is generated based on the selected authentication method.
4. Copy the trigger URL and the form URL. You'll need them to configure the integration in ServiceNow.

   

5. You can now exit Flow Designer without saving any changes.

To open the Configuration page, go to Everbridge Flow Designer → Global Settings → Configuration, then configure the following options:

• Enable MID Server: If you’re using a MID server, select the checkbox and type the name of the MID server. If not, leave it unchecked.
• Debug Mode: You can enable debug mode by selecting the checkbox under Monitoring Options. If the checkbox is selected, more details will be logged in the Logs section to help identify the cause of potential issues.

Click Save to save your changes.

To open the Credentials page, go to Everbridge Flow Designer → Global Settings → Credentials, then fill in the following fields to create a credentials record:

• Name: Enter a name that describes this credentials record (e.g., the name of your xMatters instance)
• Instance URL: Type the Base URL for Flow Designer. Format: https://example.xmatters.com
• Username: Type the username of the xMatters or Everbridge user who will be used to connect to Flow Designer.
• Password: Type the password of the xMatters or Everbridge user who will be used to connect to Flow Designer.
• Client ID: If you used OAuth to connect to Flow Designer, enter the client ID. If you used basic auth, leave this field blank.

Click Submit to create the credentials record.

To open the Trigger Profiles page, go to Everbridge Flow Designer → Global Settings → Trigger Profiles, then fill in the following fields to create a trigger profile to use with the Incident Alerts integration:

• Name: Enter a name that describes this trigger profile (e.g., the name of the integration for which you’re going to use the profile).
• Credentials: Select the xMatters user credentials configured for this integration.
  • If using URL auth, leave this field blank.
• Workflow: Once you select the credentials, the drop-down list will populate with workflows in Flow Designer available for the credentials. Select the ‘ServiceNow (Flow Designer) v2’ workflow you’re using for this integration.
  • If using URL auth, leave the ‘-- Enter trigger URL manually --’ option selected.
• Trigger: Once you select the workflow, the drop-down list will populate with the available triggers for the workflow. Select the ‘ServiceNow Record Alerts Incident’ trigger.
• Trigger URL: Once you select the trigger, this field will automatically be filled in.
  • If using URL auth, enter the trigger URL manually.
• Default Alert Priority: Select a value that will be sent to Flow Designer or leave it on the default option. The integration may override the selection if the incident priority is set to a different value.
• Default Signal Mode: Type a value that will be sent to Flow Designer (optional). The integration will override the selection when it’s triggered based on whether it’s a new incident or the type of update applied.
• Additional Recipients: Type groups or users from xMatters or Everbridge as recipients that will receive the incident alerts in addition to the recipients in the Assignment Group or Assigned To fields in the ServiceNow incident.
• ServiceNow API User: Select the ServiceNow user that Flow Designer is using to send the updates in ServiceNow.

Click Submit to create the trigger profile.

To open the main Incident Alerts page, go to Everbridge Flow Designer → Integrations → Incident Alerts, then fill in the following fields and options to configure the integration:

• Enable Incident Alerts: Select the checkbox to enable the integration.
• Trigger Profile: Enter the name of the trigger profile you created for the Incident Alerts integration.
• Active Priorities: Enter a comma-separated list of ServiceNow incident priorities that should trigger a signal to Flow Designer.
• Active Signal Modes: Enter a comma-separated list of signal modes you want to trigger a signal to Flow Designer. ‘Active Priorities’ and ‘Active States’ values apply to ‘Active Signal Modes’ values.
  • The available signal modes are:
    • User Assignment - a user was assigned to the incident
    • Group Assignment - a group was assigned to the incident
    • Assignment Removed - a user or group is no longer assigned to the incident
    • Incident Active - the incident entered an active priority and state, but no one is assigned
    • Incident Downgraded - the incident priority is no longer in the Active Priorities
    • Incident Created - a new incident was created, but no one is assigned
    • Incident Updated – an incident setting was updated other than assignment, priority, or state
    • Incident Deleted - the incident was deleted
    • Comment Added – a comment was added to the incident
• Active States: Enter a comma-separated list of incident states that should trigger a signal to Flow Designer.

Click Save once you’ve filled in all the required fields and options.

1. Go to Service Desk → Incidents.
2. On the upper-right corner of the page, click New.
3. Fill in all the required fields.
4. On the State field, select a state that you provided when you configured the ‘Active States’ on the Incident Alerts configuration page.
5. On the Impact and Urgency fields, select values that set the priority to a value you provided when you configured the ‘Active Priorities’ on the Incident Alerts configuration page.
6. On the Assignment group or Assigned to fields, select the groups and users you want to send the notification to.
7. Click Submit.

In xMatters, go to the ServiceNow (Flow Designer) v2 workflow for the integration and open the Incident Alerts flow canvas. Click the Activity button to open the Activity panel. You should see a log of the notifications sent out to the Assignment Groups or Users you selected when you created the ServiceNow incident.