ServiceNow Integration

ServiceNow and Blue Triangle Integration Benefits

• Receive real time alerts from Blue Triangle directly into ServiceNow, based on performance and business data collected from Real User Monitoring, as well as site performance and availability from Synthetic Monitoring.
• Alert notifications are sent to a user defined webhook, created within the ServiceNow Scripted REST APIs.
• Use the alert notifications provided by Blue Triangle to trigger critical responses within the ServiceNow application.

How it works

• Blue Triangle alerts that trigger based on configured rules will send an alert notification to a webhook created within ServiceNow.
• The Scripted REST API in ServiceNow can be configured to consume these alert notifications and perform various actions within ServiceNow.
• Once the alert has returned to a clear state in Blue Triangle, a resolve event will be sent to the ServiceNow webhook to resolve the alert.

Requirements

• ServiceNow integrations require an active ServiceNow instance configured with a Scripted REST API which will accept data from Blue Triangle via a POST request.

Support

If you need help with this integration, please contact support@bluetriangle.com

Integration Walkthrough

From within ServiceNow - creating a Scripted REST API endpoint

1. From the ServiceNow Service Management screen, search for Scripted REST APIs.
2. Select Scripted REST APIs under the menu option System Web Services.
   
   
   
   
3. Click the New button under the Scripted REST APIs menu.
   
   
4. Fill out the forms for Name and API ID and click the Submit button.
5. Search for the newly created service in the search box by name.
   
   
   
   
6. Click on the service name and scroll down to the Resources section and click the New button.
   
   
   
   
7. Fill out the name field for the Scripted REST Resource which will represent the endpoint to receive data from Blue Triangle.
8. Change the HTTP method dropdown to POST.
   
   
   
   
9. Add any desired code into the Script section of the Scripted REST Resource. The script can integrate with numerous ServiceNow systems and APIs to trigger events. In the example here the GlideSystem API, referred to by the variable gs, will log the alert notification from Blue Triangle.
   
   

   (function process(/*RESTAPIRequest*/ request, /*RESTAPIResponse*/ response) {
   
       gs.info(request.body.dataString);
   
   })(request, response);

   
   
   
   
10.  Uncheck the Requires authentication checkbox and click the Submit button when ready.
    
    
    
    
11. Take note of the Resource Path created above, which is used to create the payload URL for the Scripted REST API. The ServiceNow instance name is combined with the Resource Path to create the full URL. For example the full URL of the webhook would be as follows:
    https://<instance-name>.service-now.com/<resource-path>
    https://devbluetriangle.service-now.com/api/714402/blue_triangle_demo/alerts

In Blue Triangle

1. Log in to the Blue Triangle Portal
2. Click the Gear Icon in the upper right-hand corner to open Settings & Administration
3. Search for Notification Groups in the search box
4. Click on Notification Groups
5. Click Create Notification Group or Update an already existing group
   
   
   
   
6. Add the full URL of the Scripted REST API Resource to the Custom Webhook Endpoint field. Add any custom text to the Custom Webhook Post field. The text entered here will be included with the POST data sent by each alert notification.
7. Click Save & Close
8. Once the Notification Group has been configured with the Custom Webhook Endpoint, you can assign this Notification Group to all available alerting systems in Blue Triangle.
   • Note: User must have access privileges to modify Alerts or Synthetic Monitors, contact your Department Administrator for access.

How to Uninstall

1. Log in to the Blue Triangle Portal
2. Click the Gear Icon in the upper right-hand corner to open Settings & Administration
3. Select Notification Groups listed in the Other section
4. Click Update an already existing group and remove the Custom Webhook Endpoint, or click Delete to remove the Notification Group
5. Alternatively, the Notification Group containing the Custom Webhook Endpoint can be removed from the Notification Group section within the Alert or Synthetic Monitor