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44 lines
3.3 KiB
44 lines
3.3 KiB
1 year ago
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# ServiceNow webhook
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This guide describes how to integrate Zabbix 7.0 installation with ServiceNow using the Zabbix webhook feature. This guide provides instructions on setting up a media type, a user and an action in Zabbix.<br>
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Please note that recovery and update operations and ServiceNow's custom fields are supported only for trigger-based events.
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## Setting up ServiceNow
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1\. First, [create](https://docs.servicenow.com/bundle/orlando-platform-administration/page/administer/users-and-groups/task/t_CreateAUser.html) a service user for creating incidents.
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2\. [Assign](https://docs.servicenow.com/bundle/orlando-platform-administration/page/administer/users-and-groups/task/t_AssignARoleToAUser.html) to the newly created user the following roles:<br>
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- rest_api_explorer
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- sn_incident_write
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## Setting up webhook in Zabbix
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1\. Before setting up a ServiceNow Webhook, it is recommended to set up a global macro "{$ZABBIX.URL}" containing a URL to the Zabbix frontend.<br>
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As an example, this macro can be used to populate ServiceNow's custom field with a URL to event info or graph.
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[](images/1.png)
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2\. In the "*Administration -> Media types*" section, import the [media_servicenow.yaml](media_servicenow.yaml)
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3\. Open the newly added **ServiceNow** media type and replace all *<PLACEHOLDERS>* with your values.<br>
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The following parameters are required:<br>
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**servicenow_user** - login of the ServiceNow user created earlier<br>
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**servicenow_password** - user's password<br>
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To export information into a ServiceNow custom field, add a parameter with the custom field ID as a key (if you need help finding custom field ID, see [this page](https://community.servicenow.com/community?id=community_question&sys_id=c8aa472ddb5cdbc01dcaf3231f96190a) in ServiceNow community).<br>
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[](images/2.png)
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**Notes:**
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- ServiceNow instance must be in the same timezone as your Zabbix server.
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- For fields with "Date/time" type, parameter values must be separated via space (example: "{EVENT.DATE} {EVENT.TIME}"). See the ServiceNow [documentation](https://docs.servicenow.com/bundle/orlando-platform-administration/page/administer/time/reference/r_FormatDateAndTimeFields.html) for details about the date and time format.
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- Values of the parameters with date only will be converted from Zabbix format "yyyy.MM.dd" to "yyyy-MM-dd" for compatibility with the ServiceNow's API. These parameters must contain only macros that return the date (e.g. {EVENT.DATE} or {EVENT.RECOVERY.DATE}).
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- If you don't want to duplicate information in a description field and the custom fields, modify the message templates for *Problem*, *Problem recovery* and *Problem update* types in the *Message templates* tab.<br>
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[](images/3.png)<br>
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4\. Create a **Zabbix user** and add **Media** with the **ServiceNow** media type.<br>
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The **Send to** field must contain the full URL of your ServiceNow instance (https://\<INSTANCE>.service-now.com/).<br>
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Make sure this user has access to all hosts for which you would like problem notifications to be converted into ServiceNow tasks.
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For more information see [Zabbix](https://www.zabbix.com/documentation/7.0/manual/config/notifications) and [ServiceNow](https://docs.servicenow.com/) documentations.
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## Supported Versions
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Zabbix 7.0
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