Servicenow integration

[SiniSreen]

Nagios xi is integrated with Servicenow in my environment. Currently the events are forwarded to Servicenow. But,if the ticket is closed without resolving the event and the alert is still open in nagios, ideally it should create a new event which is not happening now.

The requirement is if an alert is open in nagios and ticket is generated (open) in Servicenow, the next event which will be checked by the check_interval set should forward to Servicenow. If the ticket is closed, open a new one or if it is open, add a comment to the existing ticket.

Please let me know at the earliest.

Thanks in advance!

[benjaminsmith]

Hello @SiniSreen,

I believe you maybe able to accomplish this using client side scripting on Service Now. For example, you can create a UI policy that would prevent a user from closing the ticket if the host or service has not returned to an ok state. To get the status of a host or service, you can query Backend API in Nagios XI.

[SiniSreen]

Thank you!

I will try that.

[benjaminsmith]

Hello,

Sounds good. I'll go ahead a close this post but feel free to open another if you have any new questions.