ServiceNow

⚙️ ServiceNow Integration

GermainUX alerts can automatically create incidents in ServiceNow, helping teams route detected issues into their existing incident-management workflows.

🔗 Integration Overview

GermainUX integrates with ServiceNow through HTTP Actions and the ServiceNow Table API. The API supports creating, reading, updating, and deleting records in ServiceNow tables.

For example, when a GermainUX SLA is breached, an HTTP Action can send a POST request that creates a ServiceNow incident containing details about the affected KPI, system, and threshold.

📃 Example ServiceNow API Request

The following request creates an incident through the ServiceNow Table API:

curl "https://<SERVICENOW_INSTANCE>.servicenow.com/api/now/table/incident" \
  --request POST \
  --header "Accept: application/json" \
  --header "Content-Type: application/json" \
  --data '{
    "short_description": "GermainUX detected CPU utilization of 91%, which exceeds the expected threshold.",
    "description": "CPU utilization is higher than the configured threshold.",
    "assignment_group": "<ASSIGNMENT_GROUP_SYS_ID>",
    "urgency": "2",
    "impact": "2"
  }' \
  --user "<SERVICENOW_USERNAME>:<SERVICENOW_PASSWORD>"

Do not include production credentials directly in scripts or configuration content. Store them in an approved credential configuration and reference them from the action.

🤖 Automatically Create ServiceNow Incidents

Go to GermainUX Workspace > Automation > HTTP.

This screen displays the available HTTP Actions and identifies those associated with SLAs. Select an existing action to edit it, or click + to open the HTTP Action wizard.

1️⃣ Step 1: Configure the Action

Enter:

Click Next.

2️⃣ Step 2: Configure the HTTP Request

Use the following request body:

{
  "short_description": "GermainUX detected CPU utilization of ${context.fact.value}%, which exceeds the expected threshold.",
  "description": "CPU utilization is higher than the configured threshold.",
  "assignment_group": "<ASSIGNMENT_GROUP_SYS_ID>",
  "urgency": "2",
  "impact": "2"
}

3️⃣ Step 3: Select the Trigger

Select the CPU Usage SLA that should trigger the HTTP Action.

When the SLA is breached, GermainUX will submit the request and create a ServiceNow incident.

Click Finish to save the configuration.

💡 Recommended Practices

The same approach can be extended to update, resolve, or enrich existing ServiceNow incidents.