ServiceNow Incident Endpoint

Overview

A ServiceNow Incident Endpoint is a connection configured in Finout to generate incidents in ServiceNow when specific alerts are triggered automatically. This endpoint defines which fields and values will be populated in the incident upon creation, ensuring seamless integration and efficient issue tracking by sending detailed incident data directly to your ServiceNow account.

Prerequisite: To have Finout create incidents in ServiceNow, you must first integrate with ServiceNow.

Create an Endpoint

1. Navigate to Settings > Endpoints. The Endpoint page appears.

   
2. Click Add Endpoint and then ServiceNow Incident. The Add ServiceNow Incident Endpoint page appears.

   
3. Fill in the following fields:

   • Endpoint Name - Enter a name for your endpoint.

   • Description - Enter a description for your endpoint.

   • Mandatory Fields— You must specify their values for most fields. Finout automatically selects and populates only the "Description" and "Short Description."

   • Additional fields - You can select up to 10 more additional fields for your endpoint.

     1. Click on Select Fields. A dropdown appears.

     2. Mark the Additional fields that you want.

        The supported field types are:

        • String: A simple input field.

        • Choice: Fields with predefined selections, such as "Priority."

        • Reference Field: Fields that reference other entities.

        Note: Access to tables is required to view values. Ensure that the ACL permissions in ServiceNow are updated to grant the necessary access.

        
     3. Select a value for each field.

        Note: If you don’t see values for specific fields, ensure the user role associated with your API key has read access to the table by updating the ACL permissions in ServiceNow.

4. Click Test Endpoint to create a test incident in ServiceNow.

5. Click Add Endpoint. The ServiceNow endpoint is created.

FAQs

How many ServiceNow endpoints can I create?

There is no limit to the ServiceNow endpoints that you can create.

Can I edit a ServiceNow Incident Endpoint?

You can edit the endpoint by navigating to Settings > Endpoints > click for the endpoint you want to edit.

What field types are supported when configuring ServiceNow endpoints?

The supported field types are:

• String: A simple input field.

• Choice: Fields with predefined selections, such as "Priority."

• Reference Field: Fields that reference other entities.

Are there any limitations to the field values during incident definition creation?

No validation is performed to ensure the correctness of field values at the time of incident definition creation.

What happens when an alert is triggered and a ServiceNow endpoint is configured for that alert?

Alerts configured with ServiceNow endpoints automatically generate incidents in ServiceNow. The fields and values specified during the endpoint creation are filled in when the incident is created.

Can ServiceNow endpoints be used for all types of alerts?

Yes, it can be used for all types of alerts.

Why can’t I view values in the Additional Fields section? Access to tables in the Additional Fields section is required to view values. Ensure the ACL permissions in ServiceNow are updated to grant the necessary access.

What should I do if I don't have access to a specific table in ServiceNow?

If the user role associated with your API key does not have read access to the table, you will need to update the ACL permissions in ServiceNow to grant the necessary access.