xMatters Services: Simple create, update, delete workflow for adding ServiceNow services to xMatters

Integration Overview

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Pre-Requisites

• ServiceNow App Version: Everbridge Flow Designer
• xMatters ServiceNow Integration v2: Install Instructions
• xMatters Account:
  • Required. If you don’t have one, sign up before proceeding.

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Files

A ServiceNow Update Set and xMatters Workflow is provided:

• ServiceNowBusinessServicesxMattersServicesStepsv2FlowDesigner.zip

• xMatters_flowDesigner_V2_Services.xml

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How It Works

ServiceNow to xMatters Service Sync

• Creating Services:
• When a new service is added in ServiceNow a POST to xMatters is triggered and the service is created.
• Updating Services:
• When a service is updated in ServiceNow and a relevant change is detected e.g. name, business criticality, support group etc.. the corresponding service in xMatters is updated with the changed attributes.
• Deleting Services:
• When a service is deleted in ServiceNow the corresponding xMatters service is deleted.

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Installation Guide

1. Import the update set

A. Import the XML File

1. Log in to your ServiceNow instance with an administrator role.
2. In the left-hand navigation, search for and click on Retrieved Update Sets under the System Update Sets group.
3. On the Retrieved Update Sets page, scroll to the Related Links section and click Import Update Set from XML.
4. On the Import XML page:
   • Click Choose File.
   • Select your update set .xml file from your computer.
   • Click Upload.

B. Preview and Commit the Update Set

1. After the upload, find your newly uploaded update set on the Retrieved Update Sets page.
2. Click the name of the update set to open its record.
3. Click Preview Update Set in the upper-right corner to assess its suitability for your instance.
4. If there are preview errors, they will appear in the Preview Problems related list.
   • Select the error.
   • From the Actions on selected rows menu, choose Accept remote update to resolve it.
5. Once the preview is successful, click Commit Update Set to apply the changes to your instance.
6. Close the progress dialog box after the commit is complete.

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2. Import the xMatters Workflow

1. Log into xMatters as a user with the Developer role.
2. Navigate to Workflows.
3. Click the Import button (top right).
4. Import the file: ServiceNowBusinessServicesxMattersServicesStepsv2FlowDesigner.zip

3. Configure Trigger Profiles in Flow Designer

Configure trigger profiles for:

• xMatters Service Create
• xMatters Service Update
• xMatters Service Delete

Trigger Profile: Business Service

To create a trigger profile, navigate to:

Everbridge Flow Designer → Global Settings → Trigger Profiles

1. Click New in the upper-right corner of the page.

2. Complete the following fields for each of the trigger profiles:

   • Name: xMatters Service Create
   • Credentials: Select the configured xMatters Credentials for this integration.
   • Workflow: Choose the workflow from the populated list
     (e.g., ServiceNow Business Services - xMatters Services Steps (v2 Flow Designer)).
   • Trigger: Select the trigger for Business Service
     (ServiceNow Record Alerts Business Services [cmdb_ci_service]).
   • Trigger URL: Automatically filled once you select a trigger.
   • Default Alert Priority: Select a default priority (e.g., Medium).
     This value will be sent to Flow Designer unless overridden by the integration.
   • Default Signal Mode (Optional): create, update or delete depending on the trigger profile being created.
   • ServiceNow API User: Select the ServiceNow user account that Flow Designer will use to send updates back to ServiceNow.

3. Click Submit after creating each of the trigger profiles

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Test

• Create a new Business Service in ServiceNow. Check the Service is created in xMatters.
• Update the Business Service in ServiceNow e.g. change the Business Service name. Check the changes are reflected on the xMatters service.
• Delete the service. Check that it's removed from xMatters.