If you're wanting to integrate directly with the "Incident Table" in ServiceNow via the API.
There are two methods
1. Notifications (via notification command)
2. Event Handlers
Both methods use the same basic logic for scripting the integration with ServiceNow via an API post. I suggest to stay with notifications unless you're very familiar with NagiosXI and ServiceNow.
Your notification script will take the possible problem notification types.
PROBLEM
RECOVERY
FLAPPINGSTART
FLAPPINGSTOP
DOWNTIMESTART
DOWNTIMESTOP
ACKNOWLEDGMENT
State = 1, Create New Incident
URL =
https://ServiceNowURL/api/table/now/incidents
HTTP POST
Your payload will need the required fields for the "ServiceNow Incident States"
Code: Select all
"correlation_id": dedupe_key,
"contact_type": "monitoring",
"state": 1,
"short_description": "shortdesc",
"cmdb_ci":"hostaddress",
"category": "category",
"subcategory": "Server",
"business_service":"Business Service",
"description":"Incident Summary",
"caller_id": "Caller",
"timestamp": None,
"impact": "1-4",
"urgency": "1-4",
"assignment_group": "ServiceNow Assignment Group"
To do the auto-resolve bit then you will need to capture the SysID of the incident that was created by the problem notification from XI. This SysID will be used when closing the incident in ServiceNow (I do this by storing the SysID in the problem acknowledge comment.)
State = 6, Resolved by Caller
URL=
https://ServiceNowURL/api/table/now/incidents/<SysID>
HTTP PATCH
Code: Select all
"correlation_id": dedupe_key,
"contact_type": "monitoring",
"state": 6,
"close_code":"Closed/Resolved by Caller",
"close_notes":"Monitoring Service Recovery",
"short_description": "shortdesc",
"cmdb_ci":"hostaddress",
"category": "category",
"subcategory": "Server",
"business_service":"Business Service",
"description":"Incident Summary",
"caller_id": "Caller",
"timestamp": None,
"impact": "1-4",
"urgency": "1-4",
"assignment_group": "ServiceNow Assignment Group"
You will need full ITOM permissions in ServiceNow for the caller to resolve incidents and you should check with ServiceNow developers to make sure the proper rules are in place.
This can be done using python, python requests and basic http authentication.
