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Version: 3.6.0

Service Now

Configuration​

Follow these steps to configure Ticketing Integration. Ensure you have the following information ready:

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Requirements:

  • ServiceNow API URL: The endpoint for your ServiceNow instance
  • ServiceNow Incident URL: The navigable link to a ServiceNow incident
    e.g. https://customerinstance.service-now.com/incident.do?sys_id={remote_ticket_id}
  • ServiceNow Enumerators: Values for fields you want to map (e.g. state, urgency, impact). These values enable AME to sync events flexibly with ServiceNow's internal representations. Obtain these values from your ServiceNow administrator.
    • For example, "New" = 1, "In Progress" = 2
  • Authentication Parameters: AME supports username/password, OAuth, and API token authentication
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ServiceNow Enumerators: These control the field mapping between AME and ServiceNow. Below are example values for the State and Urgency fields. Consult your ServiceNow administrator for specific values or check field dictionaries.

Values for possible States in ServiceNow

Values for possible Urgencies in ServiceNow

1. Set Up Ticketing Integration​

Begin by navigating to the tenant screen. Locate the Ticketing Integration section and click Add to create a new configuration.

Make sure you’ve collected all required information from the section above. You will be presented with the configuration panel to setup a new integration.

Mapped Fields​

Configure how AME fields map to ServiceNow fields. Click the + to add new mappings. Here you'll need the numerical values for each mapped field (see Requirements section above).

Mapping AME Status to ServiceNow State:​
Mapping AME Urgency to ServiceNow Urgency:​
Mapping AME Impact to ServiceNow Impact:​

Template Fields​

Fields can be dynamically populated using Jinja2 templating. These fields can be configured to update once (on incident creation) or to continuously update the values when linked alerts are appended to. This is true for both Outbound and Bi-Directional modes.

Below are examples of templated short_description and caller_id mappings:

For the main incident description, use templating to pull relevant AME event metadata:

Click Test Connection and Authentication to verify connectivity to ServiceNow.

2. Configure Templates to Use Ticketing Integration​

Ticketing Integration is applied at the template level. To enable ticket creation:

  1. Create a new template or edit an existing one (see Templates)
  2. In the Ticketing dropdown, select the integration you’ve just configured

Working with Events​

Once an alert is triggered using a template with Ticketing Integration, corresponding details will appear in the event view.

Events linked to ServiceNow incidents will display a direct link to the remote ticket (only after successful creation and linkage).

Under the Ticketing Integration tab, you can track the sync status and view whether actions were successful:

Reviewing in ServiceNow​

Once a ticket is created, it appears in your ServiceNow instance as a fully populated incident:

Troubleshooting​

If synchronization fails, error messages will appear in the Ticketing Integration panel for the affected event.

Common causes:

  • Unsupported state transitions (e.g., New -> Closed not valid in AME)
  • ServiceNow connection issues

Best Practices & Use Cases​

  • Authoritative Events: Treat AME as the source of truth for event state
  • Cross-Team Collaboration: Use your corporate ITSM to bridge teams across silos
  • Process Alignment: Align AME with your standard enterprise ticketing workflows

For more information, see:
Event Summary, Templates, Tenants