ServiceNow

Overview

ServiceNow is an enterprise IT service management platform that centralizes IT processes, workflows, and incident records. When you configure ServiceNow as a notification channel in Turbo360, alerts automatically create incidents in ServiceNow, enabling your IT teams to respond and restore services with minimal downtime.

Business value

Routing Turbo360 alerts into ServiceNow integrates monitoring events directly with your IT service management (ITSM) workflows. Incidents are logged, assigned, and tracked in your existing ServiceNow system, reducing manual handoffs and improving resolution time.

Prerequisites

• An active ServiceNow instance with the REST API enabled.
• A ServiceNow user account with credentials (username and password) that has permission to create incidents via the REST API.
• Your ServiceNow instance URL.

Required permissions

The ServiceNow user account must have the itil role or equivalent permissions to create incident records via the API.

Dependencies

• Turbo360 must have outbound connectivity to your ServiceNow instance URL over HTTPS.

How it works

Turbo360 authenticates to your ServiceNow instance using basic credentials (URL, username, and password). When an alert condition is met, Turbo360 creates an incident record in ServiceNow via the REST API. You can optionally pass custom values to ServiceNow incident properties using key-value pairs. You validate the connection during setup to confirm credentials before saving.

Steps

To configure the ServiceNow notification channel, navigate to the notification channel configuration in Turbo360.

1. In Turbo360, navigate to the notification channel configuration and select ServiceNow.
2. Enter a Friendly name to identify this channel in the Turbo360 application.
3. Enter your ServiceNow instance URL in the URL field.
4. Enter the user name of the ServiceNow account in the Username field.
5. Enter the password for the ServiceNow account in the Password field.
6. Optionally, add custom incident properties by providing a key and its corresponding value. You can add multiple properties to populate additional ServiceNow incident fields.
7. Click Validate. Turbo360 sends a test request to the provided ServiceNow URL to verify that the credentials are valid.
8. After successful validation, click Save to complete the setup.

Configuration

Permission behavior

With access: Turbo360 can authenticate to ServiceNow and create incident records via the REST API. Test requests can be sent using the Validate action.

Without access: If the credentials are invalid or the user lacks permission to create incidents, validation will fail. Turbo360 will not create incidents until valid credentials are provided and saved.

Example scenario

Your IT team manages all service disruptions through ServiceNow. You configure a ServiceNow notification channel in Turbo360 and add a custom property category with value Azure to tag all Turbo360-generated incidents. When a Cost Analyzer budget alert fires, Turbo360 creates an incident in ServiceNow with the category pre-populated, allowing the team to filter and prioritize Azure-related incidents immediately.

Limitations

• Turbo360 creates a new incident for each alert; it does not automatically update or close ServiceNow incidents when the underlying condition clears.
• Authentication uses basic credentials (username and password). OAuth and token-based authentication are not supported.
• Only one ServiceNow instance URL can be configured per notification channel. Create separate channels in Turbo360 to route alerts to different ServiceNow instances.
• Custom incident properties are limited to key-value pairs; complex or nested field structures are not supported.

Troubleshooting

1. Validation fails after entering credentials
   Cause: The instance URL, username, or password is incorrect, or the instance is not reachable.
   Fix: Verify the URL includes the full instance domain (e.g. https://yourinstance.service-now.com) and that the username and password are correct. Confirm the ServiceNow instance is active and accessible.

2. Validation succeeds but no incidents appear in ServiceNow
   Cause: The notification channel is not linked to an alert rule or escalation policy in Turbo360, or the channel was not saved after configuration.
   Fix: Confirm the channel is saved and verify the relevant alert rule or escalation policy references this ServiceNow channel.

3. Incidents are created but required fields are missing or empty
   Cause: ServiceNow incident fields that are mandatory in your instance are not being supplied by Turbo360.
   Fix: Use the custom incident properties (key-value pairs) to populate any required fields.

4. Incidents are created with incorrect field values
   Cause: A custom property key does not match the ServiceNow field API name exactly.
   Fix: Confirm the field API name (not the display label) from your ServiceNow instance and update the key in the channel configuration accordingly.

5. Connection to ServiceNow instance times out
   Cause: Network or firewall rules are blocking outbound HTTPS requests from Turbo360 to the ServiceNow instance.
   Fix: Ensure your network configuration allows outbound HTTPS traffic to the ServiceNow domain. Contact your network administrator if the issue persists.

FAQs

1. Can I populate custom ServiceNow fields from Turbo360?
   Yes. During channel configuration, add one or more properties using a key-value pair. The key must match the ServiceNow field's API name, and the value is the content to set on the created incident.

2. Can I configure multiple ServiceNow channels in Turbo360?
   Yes. You can create multiple ServiceNow notification channels, each pointing to a different instance or using different credentials, and assign them to different alert rules.

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