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# Manage Notification Policies for ServiceNow

This article explains how to create notification policies that send notifications to ServiceNow.

When a subscribed event happens in Eon, Eon creates an incident in your ServiceNow service desk.
To connect Eon to ServiceNow, you'll create a dedicated API user in ServiceNow and provide its credentials to Eon.

A notification policy can send notifications to a single ServiceNow instance.
To send notifications to multiple instances, you'll need to create a separate notification policy for each.

## Create a notification policy for ServiceNow

### Before you start

Make sure you have admin access to your ServiceNow instance.

#### 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.

   ![Screenshot of the ServiceNow User - New Record page showing User ID, First name, Identity type, and Active fields.](/_fern-img/5628d542a747cf176284c11ee6674e7a379737c2da495e58cfc1ccf6614a2b63.webp)

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.

   ![Screenshot of the Set Password dialog](/_fern-img/1806cd2e739bd388bb708af1c26daddb8872f462cd7ef21f1229ba7a7a8ec995.webp)

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]          |

   [Find your ServiceNow instance URL]: #find-your-servicenow-instance-url

   [Create an API user]: #create-an-api-user

   [Generate the user's password]: #generate-the-users-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.

Your notification policy is now set up, and Eon will create incidents in your ServiceNow service desk when subscribed events happen.

This table shows the ServiceNow attributes Eon assigns to each event type:

| Event                          | ServiceNow impact | ServiceNow urgency | Resulting priority |
| ------------------------------ | ----------------- | ------------------ | ------------------ |
| Ransomware detected            | 1 - High          | 1 - High           | **Critical**       |
| Backup job failed              | 1 - High          | 1 - High           | **Critical**       |
| Restore job failed             | 1 - High          | 1 - High           | **Critical**       |
| Compliance violations detected | 2 - Medium        | 2 - Medium         | **Moderate**       |
| Cloud account deactivated      | 2 - Medium        | 2 - Medium         | **Moderate**       |
| All other events               | 3 - Low           | 3 - Low            | **Low**            |

## See also

* [About Notification Policies](/data-protection/integrations/notifications/about-notification-policies)