ServiceNow Incident Management

By integrating ServiceNow with DX, you can analyze incident data and metrics such as MTTR and Change Fail Rate, as well as incorporate incident data into DX scorecards. Please refer to the API documentation below and our schema explorer to see what data DX imports.

Prerequisites

To connect ServiceNow to DX, you need:

• a service account in ServiceNow

Setup instructions

Follow the steps below to connect Sentry to DX.

Step 1

Create a service account in ServiceNow by navigating to Organization > Users and creating a user.

Go to the Roles tab, click Edit, then ensure that user has the Incident Manager and Service Admin permissions.

Step 2

To use Basic Authentication, proceed to the next step. If you would like to set up OAuth authentication, go to Application Registry and create an OAuth API endpoint for external clients. From there, you can obtain the Client ID and Client Secret as show below.

Step 3

• Navigate to the connections page in DX and select “+ Connection” in the top right.
• Enter the credentials you have generated in the previous steps—refer to the information below for errors and troubleshooting.
  • Configure the API Base URL to match your instance URL, for example: https://dev214869.service-now.com.
• Optional: Check “Disable incident write” to exclude ServiceNow incidents from ingestion into DX’s unified schema (incidents won’t appear in out-of-the-box reports).

API reference

The table below lists the specific API endpoints that are used by DX.

Errors

The table below lists potential error codes when adding a connection in DX.