Integrate Opsgenie with ServiceNow Cloud Observability

What does Opsgenie offer ServiceNow Cloud Observability users?

Use Opsgenie’s ServiceNow Cloud Observability integration to forward ServiceNow Cloud Observability notifications to Opsgenie. Opsgenie determines the right people to notify based on on-call schedules– notifies via email, text messages (SMS), phone calls, iOS and Android push notifications, and escalates alerts until the alert is acknowledged or closed.

Functionality of the integration

ServiceNow Cloud Observability sends JSON notifications when a Service-Level Alert (SLA) is violated or resolved, which creates an alert in Opsgenie.

Add ServiceNow Cloud Observability Integration in Opsgenie

If you're using Opsgenie's Free or Essentials plan or if you’re using Opsgenie with Jira Service Management's Standard plan, you can add this integration from your team dashboard only. The Integrations page under Settings is not available in your plan.

Go to Teams and select your team.
Select Integrations on the left navigation and then select Add integration.

Adding the integration from your team dashboard will make your team the owner of the integration. This means Opsgenie will assign the alerts received through this integration to your team only. Follow the rest of the steps in this section to set up the integration.

To add a ServiceNow Cloud Observability integration in Opsgenie:

1. Go to Settings > Integrations.

2. Select Add integration.

3. Run a search and select “ServiceNow Cloud Observability”.

4. For the integration variant, select “ServiceNow Cloud Observability”.

In case of stream alerts, select “Lightstep”. Find out how to integrate with Lightstep.

5. On the next screen, enter a name for the integration.

6. Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.

7. Select Continue.
The integration is saved at this point.

8. Expand the Steps to configure the integration section and copy the webhook URL.
You will use this URL while configuring the integration in ServiceNow Cloud Observability later.

9. Select Turn on integration.
The rules you create for the integration will work only if you turn on the integration.

Configuration in ServiceNow Cloud Observability

In ServiceNow Cloud Observability, select [Alerts] in the nav bar to go to the alerts page.
Select the Notification destinations tab, and select Create a destination > Webhook.
Fill the URL field with the webhook URL copied from Opsgenie while saving the ServiceNow Cloud Observability integration.
Select Save.

All set! Now manage your ServiceNow Cloud Observability Integration notifications at Opsgenie and leverage its full alerting functionality.

Sample payload

(in JSON format)

{
  "timestamp": "2021-06-03T17:25:28.724661485Z",
  "title": "Critical Threshold Violated: Test Alert",
  "status": "Critical Threshold Violated",
  "name": "Test Alert",
  "incident_id": "409f7e6f-645a-4f6d-93e0-fc5a5d967753",
  "project": {
    "text": "demo",
    "href": "https://app.lightstep.com/demo?utm_source=webhook"
  },
  "metric-condition": {
    "text": "Test Alert",
    "href": "https://app.lightstep.com/demo/monitoring/condition/Tr0FhDmV?end_micros=1622741128724661&start_micros=1622740228724661&utm_source=webhook"
  },
  "details": {
    "Actual Value": "17.90",
    "Configuration": "Alert when any group value is above the following thresholds (Critical: 5)",
    "Description": "Test description",
    "Labels": "team:my-team",
    "Exemplars": [
      {
        "start": "2021-06-03T17:25:28.724661485Z",
        "end": "2021-06-03T17:25:28.724661485Z",
        "is-error": false,
        "href": "https://app.lightstep.com/demo/trace?at_micros=110&selected_span_guid=1423&trace_handle=woof&utm_source=webhook"
      }
    ],
    "Expression": "Critical Threshold Violated: alert 'Test Alert' is above 5 (value is 17.90)",
    "Attributes": "region:east, host:13",
    "Started At": "Thu, 03 Jun 2021 17:25:28 UTC"
  }
}

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