Manage Notification Policies for ServiceNow

Find your ServiceNow instance URL

Your ServiceNow instance URL is the address you use to log in to ServiceNow. You’ll enter this URL when configuring the notification policy in Eon.

1. Log in to your ServiceNow instance as an admin.

2. Copy the URL from your browser’s address bar. The instance URL is the full hostname, including the protocol (for example, https://yourcompany.servicenow.com).

3. Save the URL in a temporary location so you can provide it to Eon later.

Create an API user

In this step, you’ll create a dedicated machine user in ServiceNow that Eon will use to create incidents.

1. In ServiceNow, navigate to User Administration → Users.

2. Click New. The User - New Record page is opened.

   

3. Fill in User ID and First name with values that convey the user’s purpose, (for example, eon_notifications for user ID and Eon Notifications for first name).

   Set Identity type to Machine, and keep Active set to Yes.

   Save the user ID to a temporary location so you can provide it to Eon later.

4. Click Submit.

You’re redirected to the user list.

Assign the required role

The API user needs a role that allows it to create incidents in ServiceNow.

1. In the user list, find and open the user you just created.

2. At the bottom of the user page, click the Roles tab, and then click Edit….

3. Add the sn_incident_write role.

4. Save the role assignment.

Generate the user's password

In this step, you’ll generate a password for the API user. You’ll enter it in Eon in the next step, so keep this tab open.

1. At the top of the user’s page, click Set Password. The password dialog opens.

   

2. Click Generate to create a password.

3. Copy the password and save it to a temporary location so you can provide it to Eon later.

4. Click Save Password.

Create the notification policy in Eon

In this step, you’ll enter the ServiceNow credentials from the previous steps. Log in to your Eon project to complete this step:

1. In your project’s Notification Policies page in the Eon console, click Create Notification Policy. The Create a Notification Policy wizard opens.

2. Enter a Notification policy name that describes the ServiceNow instance notifications will be sent to.

3. Choose the ServiceNow notification channel type, then click Next.

4. Enter these values:

   Field	Value
   Instance URL	Your ServiceNow instance URL from Find your ServiceNow instance URL
   Username	The username you created in Create an API user
   Password	The password you generated in Generate the user’s password

5. Click Next to continue.

Choose the notifications to send

1. Pick the events you want to subscribe to.

2. Optionally, set event conditions to filter which events trigger notifications:

   To filter notifications to specific events, turn Apply event conditions on. With conditions turned on, you’ll receive notifications only for events that match the conditions you set.

   To leave Apply event conditions off, you’ll receive notifications for all events of the selected types.

   When you turn Apply event conditions on, click Set Condition to choose the event properties you want to filter by. You can filter by vaults, backup policies, resources, or source accounts.

   You can set a simple AND or OR list of conditions, or you can group conditions for fine-tuned event filtering.

   See how to work with conditions and groups

   Work with conditions

   • To add a condition: Click (Add condition), then select the property, operator, and value for the condition.

   • To add a condition within a group: Click the large (Add condition) button in the group, or select (Add condition) > Add condition > Above or Below. Then select the property, operator, and value for the condition.

   • To delete a condition: Click the condition’s (Actions) menu, then click Delete condition.

   For each condition, set the property, operator, and value.

   Work with groups

   • To nest an existing condition or group in a group: In an existing condition or group, click (Actions) > Create group. Select the group’s logical AND or OR operator.

   • To delete a group and all the conditions it contains: Click the group’s (Actions) menu, then click Delete group.

3. When you’re done, click Test and Create.

Eon sends a test notification to ServiceNow, which creates a test incident in your service desk.

To verify the test succeeded, check Service Desk → Incidents in ServiceNow.

If the test succeeds, the notification policy is created.

If the test fails, check that the instance URL, API username, and password are correct, and that the API user has the required role.