How to configure ServiceNow alerts

This article covers connecting the ENow Admin Console to a ServiceNow instance and choosing which alerts are routed there.

Add a ServiceNow instance

1. Open the ENow Admin Console and go to Server > Tuning Policy > General > ServiceNow Instance Configuration.
2. Click the orange Configure ServiceNow Instances button.
3. In the window that opens, click Add.
4. Enter your ServiceNow connection details, then click Test Connection.
5. Once the connection succeeds, click Save. When the window closes, click OK.

Do not skip the Test Connection step — saving an instance with incorrect details will not raise an error here, and the first sign of a problem will be alerts silently failing to arrive in ServiceNow.

For what each field on that form means, and the recommended custom parameters, see ENOW | Alert Settings | ServiceNow Instances.

Choose which alerts are sent

1. Go to Server > Monitoring Policy > Alerts > Alerts Configuration.
2. Scroll to the area you want to route — for example Exchange Servers.
3. Change the Disposition to ServiceNow and select the checkbox.
4. Click Save.

Repeat for each area whose alerts should go to ServiceNow. Alerts left on their existing disposition are unaffected.

Related

• ENOW | Alert Settings | ServiceNow Instances — field-by-field reference for the instance configuration form, including custom parameters and the em_event table option.