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ServiceNow Integration
ServiceNow Integration
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Written by Sara Lynx
Updated today

Requirements

Using the Blue Matador ServiceNow integration requires either an active trial or paid account. Contact sales to get started. You will also need to meet the following requirements:

  • An existing ServiceNow account to use with the Integration/Instance.

  • Permissions in ServiceNow to add new Services.

Setup Process

1. Log in to Blue Matador and navigate to the "Notifications" page via "Setup > Notifications".

2. Expand the ServiceNow dialog by clicking on the "Connect" button on the ServiceNow title.

3. On the left-hand side of the ServiceNow interface, locate the Application Navigator at the instance panel, then type “Plugins” in the Application Navigator's search bar, and select the “Plugins” menu item from the search results.

4. In the Plugins list, use the search functionality to find the "Event Management" plugin. You can search for it by name, which is typically listed as “Event Management” or something similar.


5. In the developers panel, once you find the "Event Management" plugin in the list, click on it, and there should be a button to “Install” the plugin. Click it to start the installation process.

6. After the plugin is installed, activate the plugin on the ServiceNow instance panel. On the top right side of the ServiceNow interface, Click on your user, and then "Activate Plugin". Search for "Event Management", activate the plugin and then wait for the plugin activation to complete.
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7. After installing the plugin, to ensure if the Event Management plugin has been activated successfully, go back to the Plugins list and search for the "Event Management" plugin again. It should now be listed as “Active” or show a similar status indicator.


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8. Open the ServiceNow integration and fill in the "Integration Name".

9. Copy the credentials of your instance and then paste them on the Integration Details.
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10. Click on "Verify Info" to verify if the credentials are correct by sending a test notification to ServiceNow.
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11. You can also fill in an optional "Source Instance" field. This field should be used if you have multiple instances Blue Matador instances.


12. Click on "Save Integration".


Troubleshooting

If you are not receiving Blue Matador events in ServiceNow, follow these steps to troubleshoot the issue:

  1. Ensure that the service you created in ServiceNow for Blue Matador is enabled.

  2. Check that the event matches the severities you’ve selected in Step 2 of the setup process. For example, if the event was a Warning, make sure that you have Warnings checked. If you’ve configured Projects, make sure that the event matches both the severity and the projects you’ve selected.

  3. Check that the event has not been hidden by your Mute Rules.

  4. If you are still unable to receive notifications through ServiceNow, you should contact your account manager to have our engineering team look into it.

  5. If your instance is "hibernating", it will be unable to receive events, which will prevent the integration from functioning properly. Ensure that your instance is active to allow the integration to receive and process events as expected.
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