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Configure and activate ServiceNow delivery methods

Owned by Juan Tomás Alonso Nieto (Deactivated)
May 08, 2023
3 min read
[ 1 Details ] [ 2 Activation ] [ 3 Devo Alert Synchronizer SeviceNow app ]

Details

ServiceNow delivery methods send the alert information to the incident table in your ServiceNow instance.

You can find below the information required on the New Delivery Method window for this delivery method (for the creation process visit Manage delivery methods).

Name

A descriptive name that identifies this specific delivery method. 

Time zone

This is the time zone that will be used to calculate when alerts can be sent. This will be applied to the schedule defined in any sending policy that uses this delivery method.

Language

The language in which to send the alert content.

URL

URL of the ServiceNow instance where you want to send the alerts. Note that the alerts will be always sent to a ServiceNow table called incident.

The URL must follow the format below:

https://instanceName.service-now.com/api/now/table/incident

Assignment group (Optional)

You may enter an Assignment group defined in ServiceNow to be included in the alerts.

In ServiceNow, Assignment groups are used for the purpose of routing and managing incidents and request tickets. In order to do any work, support analysts must be assigned to one or more assignment groups.

Note that specifying a value that does not exist in your ServiceNow instance will return an empty value in the alert.

 

Company (Optional)

You may specify a Company defined in your ServiceNow instance to be included in the alerts. If you leave this value empty, it will be automatically filled with your Devo domain name.

Note that specifying a value that does not exist in your ServiceNow instance will return an empty value in the alert.

 

Authentication type

Choose one of the available authentication types:

  • Basic - Simple user-password authentication. Enter your ServiceNow instance user and password in the fields that appear. This is the default authentication option.

  • OAuth2 - If you want to use this option, you must define this authentication method in your ServiceNow instance and get the required Client ID and Client Secret to be entered in this form.

Activation

The new delivery method is saved in Pending status.

To activate it, you will need to introduce in Devo the verification code that will be sent to the incident table of your ServiceNow instance. Access this table, click on the incident you have received, and copy the verification code.

Copy the code and then return to the newly created delivery method in Devo.

Click pending activation under the status column, paste the validation code into the Activation Code window and click Apply.

Devo Alert Synchronizer SeviceNow app

If you want to synchronise your Devo alerts using the Servicenow delivery method with ServiceNow Security Incidents, you can do it by using the Devo Alert Synchronizer SeviceNow app.

Learn how to do it in this article.

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