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ServiceNow Integration Webhook Template

Configure ServiceNow integration to receive ITSM event notifications in Harness AI SRE.

Overview​

ServiceNow provides:

  • Incident management: Track ServiceNow incidents
  • Change management: Monitor change requests
  • Problem management: Receive problem ticket notifications
  • Service catalog: Track service requests
  • CMDB events: Configuration item change notifications

Set up ServiceNow integration​

  1. Navigate to Integrations in the main menu
  2. Click New Integration
  3. Select ServiceNow from the template options
  4. Enter a name and generate an ID
  5. Copy the generated webhook URL
  6. In your ServiceNow instance, configure a business rule or outbound REST message pointing to the copied URL
  7. Configure payload mapping to match ServiceNow incident fields to Harness AI SRE fields
  8. Set up route alerts to route and filter incoming ServiceNow events

Next Steps​