ServiceNow Support

ServiceNow is supported as an alert recipient (see Recipients for details). The ServiceNow instance does not require the presence of an AppResponse app in order to integrate with AppResponse. In ITSM mode (the default), AppResponse writes to the default ServiceNow incidents table.

When defining a ServiceNow recipient, choose one of the following modes:

◼ Incidents Table in ITSM - (Default) In this mode (IT service management), a ServiceNow Incident is created (or updated if it exists already) when an AppResponse alert notification is sent.

◼ Events Table in ITOM - In this mode (IT operations management), a ServiceNow Event is created (or updated if it exists already), and a ServiceNow Alert is created and associated with the Event whenever an AppResponse alert notification is sent.

In addition, if you want to pass along to ServiceNow information contained in user-defined tags for apps and Host Groups, you can enable Send Tags to ServiceNow; this is disabled by default. If you do wish to send tags, you must also specify the names of the ServiceNow fields that are to receive the tags. Only the first tag name (alphabetically) listed in the Alert Detail report is included in the ServiceNow notification. Refer to “Tag Configuration” if you want to see the corresponding description.

Note that the ServiceNow account that AppResponse 11 uses to facilitate integration must be created manually in ServiceNow. The ServiceNow account requires the following roles: