Integrate with ServiceNow Cloud Observability

This article highlights a new alerting feature that's natively available in Jira Service Management which is gradually rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

What does the integration offer?

Use Jira Service Management's ServiceNow Cloud Observability Integration to forward ServiceNow Cloud Observability notifications to Jira Service Management. Jira Service Management 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.

How does the integration work?

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

Set up the integration

ServiceNow Cloud Observability is an API integration. Setting it up involves the following steps:

Add a ServiceNow Cloud Observability integration in Jira Service Management
Configure the integration in ServiceNow Cloud Observability

Add a ServiceNow Cloud Observability integration

If you're using the Free or Standard plan in Jira Service Management, you can only add this integration from your team’s operations page. To access the feature through Settings (gear icon) > Products (under JIRA SETTINGS) > OPERATIONS, you need to be on Premium or Enterprise plan.

Adding an integration from your team’s operations page makes your team the owner of the integration. This means Jira Service Management only assigns the alerts received through this integration to your team.

To add a ServiceNow Cloud Observability integration in Jira Service Management, complete the following steps:

1. Go to your team’s operations page.

2. On the left navigation panel, select Integrations and then Add integration.

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

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

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

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

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 API key.
You will use this key 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.

Configure the integration in ServiceNow Cloud Observability

To configure the integration of ServiceNow Cloud Observability with Jira Service Management, complete the following steps:

In ServiceNow Cloud Observability, go to Alerts.
Select Notification destinations, and then [Create] > [Webhook].
Paste the integration URL copied previously into URL.
Select Create.

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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