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Thousand Eyes alerts integration with ServiceNow Incident platform

sunnypwnwar
Level 1
Level 1

What are Pre-requisites for Thousand Eyes alerts integration with ServiceNow Incident platform

3 Replies 3

Torbjørn
Spotlight
Spotlight

Are you using incident management or event management?  Are you running into a specific issue?

The docs are pretty specific about required configuration: https://docs.thousandeyes.com/product-documentation/integration-guides/custom-built-integrations/servicenow-for-alert-notifs

Happy to help! Please mark as helpful/solution if applicable.
Get in touch: https://torbjorn.dev

Thank you for your reply. I have gone through the documentation. I was just wondering what are the pre-requisites like user roles, communication requirements, etc.

Tyler Langston
Cisco Employee
Cisco Employee

Hi @sunnypwnwar - I want to echo @Torbjørn and say that our documentation is the best place to find answers when looking for setup requirements. However, I want to add a bit more detail my engineering team had to offer:

Most ThousandEyes pre-reqs will be things like user roles, communication requirements, etc.

For user roles, to configure alert rules (including the service now integration) the user needs to have the Edit alert rules permission. This permission is included in the built-in Account Admin and Organization Admin roles. For connectivity, we can send webhooks from several different servers, they are region specific so if the customer's server only allows webhook requests from allow-listed senders, they will need to allow the servers mentioned here.

There's also a Community Knowledge Article that walks through the ServiceNow Event configuration - catch up on that here

For more of the ServiceNow side of things, there are some guides on the ThousandEyes integration here.