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ServiceNow Integration
ServiceNow Integration
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Written by Sara Lynx
Updated over a month ago

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

2. 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.


3. In the developers panel, once you find the "Event Management", click on it, and a button will appear to “Install” the plugin. Click "Install" to start the installation process.

4. After the plugin is installed, you'll need to activate the plugin, by navigating to the top right side of the ServiceNow interface, clicking on your user, and choosing "Activate Plugin". Now search for "Event Management", activate the plugin, and wait for the plugin activation to complete.

5. To ensure that 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.


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

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

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

9. Choose which events will be sent to your ServiceNow account. You can choose to see only events of a certain severity or, if you have Projects enabled, you can make the same choices by project. We recommend that you send only alert level events to ServiceNow so that your team is only notified of immediately actionable events.

10. Copy the credentials of your instance and then paste them on the Integration Details.
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11. Click on "Verify Info" to verify that the credentials are correct. This action will send a test notification to your ServiceNow account.
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12. You can also fill in an optional "Source Instance" field. What you enter here will appear on notifications sent to ServiceNow. This will help you distinguish between resources if you have multiple ServiceNow instances integrated with Blue Matador. Please fill in the "Source Instance" field if you have multiple Blue Matador integrations connected to multiple ServiceNow instances.


13. 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 9 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 your ServiceNow instance is "hibernating", you will be unable to receive events, which will prevent the integration from functioning properly. Ensure that your ServiceNow instance is active to allow the integration to receive and process events as expected.

  5. If you are still unable to receive notifications through ServiceNow, you should contact Blue Matador support by clicking on the chat icon at the bottom-right of this page or by emailing support@bluematador.com.
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