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Integration with ServiceNow

This integration turns Mugnsoft monitor status changes into ServiceNow incidents. When a monitor breaches, the Integrator opens an incident; when the monitor recovers, the same incident is resolved automatically.

As a result, your ITSM team sees Mugnsoft outages as first-class incidents, with no manual ticket creation or closure.

Note:

This integration is configured on the Integrator component, alongside the other push targets. It uses the ServiceNow Table API over HTTPS, so no ServiceNow plugin is required.

We assume there are no firewall rules preventing the Mugnsoft Integrator from reaching your ServiceNow instance, and that you have an integration user with permission to create and update incidents.

How it works

The Integrator reacts only to a confirmed status change:

  • Breach (monitor goes to a non-OK status): a new incident is created with a short_description, the monitor detail in the description, and urgency/impact derived from the severity.
  • Recovery (monitor returns to OK): the open incident is found again and transitioned to its resolved state.

Incidents are correlated through the ServiceNow correlation_id field (built from the monitor type, name, and probe). Because correlation is server-side, resolve still works after an Integrator restart, and repeated non-OK checks never open duplicate incidents.

Mugnsoft status ServiceNow urgency / impact
CRITICAL / ERROR 1 (high)
MAJOR 2 (medium)
MINOR 3 (low)

Acknowledgement and ticket ownership

Mugnsoft itself has no acknowledgement concept — alerting is purely status-driven. To avoid auto-resolve closing an incident your team is actively working, the integration treats the ServiceNow incident state as the acknowledgement signal:

  • If, on recovery, the incident is still New and unassigned, it is auto-resolved.
  • If a human has taken it (assigned, or moved past New), the incident is left open and a recovery work note is posted instead — closure stays with the operator.

Set Auto-resolve off to disable automated closure entirely (a recovery note is always posted).

Flap dampening (grace period)

Because alerting is status-driven and has no dampening of its own, a flapping monitor could open and resolve a stream of incidents. The Grace period delays opening an incident after a breach: if the monitor recovers within the window, the flap is suppressed and no incident is created. A genuinely sustained breach still opens an incident once the window elapses. Set it to 0 (default) to open immediately.

Prepare ServiceNow

  1. Create (or choose) an integration user on your ServiceNow instance with a role allowing incident create and update (for example itil).
  2. Note your instance host (for example dev12345.service-now.com) — this is the ServiceNow IP/FQDN value.

Configure the Integrator

  1. Navigate to the Integrator component settings and open the external services panel.
  2. Select the ServiceNow tile and enable it.
ServiceNow integration configuration on the Integrator
  1. Fill in the connection fields:
Field Value
IP/FQDN ServiceNow instance host (e.g. dev12345.service-now.com)
Port 443
SSL on
User the integration user
Password the integration user’s password
Resolved state incident state used on auto-resolve (default 6 = Resolved)
Close code close_code set on auto-resolve (default Resolved by caller)
Auto-resolve on (default). When a human has taken the incident, it is left open and a recovery note is posted instead of closing
Grace period (s) flap-dampening delay before opening on breach; recovery within the window creates no incident (default 0 = immediate)
  1. Click the test button to verify connectivity and credentials, then save.

Verify

  1. Force a monitor failure (for example, run a URL monitor against an unreachable target). A new incident should appear in ServiceNow with a correlation_id and the monitor name in the short description.
  2. Restore the target so the monitor returns to OK. The same incident should transition to its resolved state — no duplicate, and no second incident on subsequent OK checks.

See also

Translations

Migration