ServiceNow delivery methods

Define the delivery method

This delivery method sends the alert information to the incident table in your ServiceNow instance. This is how to create a ServiceNow-type delivery method:

1. Go to Administration → Alert Configuration → Delivery Methods.
2. Select ServiceNow in the left-hand panel, then click the New ServiceNow button. The New Delivery Method window appears.
   
   

3. .Enter the required information as indicated:

   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.

4. Click Apply.

Now you must activate the delivery method to start using it.

Activate the delivery method

To start sending your alerts to your ServiceNow instance, you must first activate the delivery method.

1. A verification code will be sent to the incident table of your ServiceNow instance. Access this table and click on the incident you should have received to copy the verification code.
   
   
   
2. Go back to Administration → Alert Configuration → Delivery Methods in Devo. Click your delivery method (which should be in Pending status) and paste the verification code in the window that appears.
   
   
   
3. Click Apply. The delivery method is now activated.

The integration between Devo and the ServiceNow instance has been validated. So now you can associate this new delivery method with sending policies in order to start defining alerts and receiving them in your ServiceNow instance.

Manage the delivery method

To edit or delete the delivery method, just use the controls in the ellipsis menu of your method.

Related articles:

• Manage delivery methods
• Manage sending policies
• Manage anti-flooding policies