New Relic and ServiceNow Native Integration

Hi All,

We are working on integrating New Relic with ServiceNow for auto create/closure of incident (not 2 way integration) through native integration provided in below document. Document did not mentioned any work need to be done on ServiceNow side so we are assuming everything will be controlled from New Relic side.

https://docs.newrelic.com/docs/alerts-applied-intelligence/applied-intelligence/incident-intelligence/get-started-incident-intelligence/

We have couple of questions

• How does assignment of Incident to its respective application support group work?
• What filed/attribute New Relic use to updated the incident so that it update the correct incident?
• If some change the priority of incident manually then how does update to the same incident happen

Thanks
Suresh

Hi @suresh.kumar113. Please find the answers to your questions below:

• How does assignment of Incident to its respective application support group work?

Assignment of incidents is determined based on the sources you have selected as part of your Incident Intelligence configuration.

• What filed/attribute New Relic use to updated the incident so that it update the correct incident?

The attribute used would be the incidentID, documented here.

• If some change the priority of incident manually then how does update to the same incident

If a change is made manually when an incident is already opened, this change will not be reflected until a new violation is opened. It will not affect any currently open incidents.

Thanks @dkoyano for your response.

Is there any work need to be done on ServiceNow side apart from creating an user with write permission to incident table.

A followup question on below question

• How does assignment of Incident to its respective application support group work?

Assignment of incidents is determined based on the sources you have selected as part of your Incident Intelligence configuration.

Could you please explain this in details assuming source is New Relic alerts?

What are default fields this interface populates in ServiceNow.?

How would New Relic know about the support group of an app? Do we need to configure this on New Relic. If Yes, then where and how?

Hi @suresh.kumar113!

To use most Applied Intelligence features, you must be a full platform user. For more information, see capabilities by user type.

The documentation for sending data to ServiceNow is here.

Please find the answers to your remaining questions below:

“Assignment of incidents is determined based on the sources you have selected as part of your Incident Intelligence configuration.” Could you please explain this in details assuming source is New Relic alerts?

If the source is Alerts then it is based on the policies you have connected. So based on the policies, the correlation and incidents shown are based on which policies are selected.

What are default fields this interface populates in ServiceNow?

I believe it is based on the XML file included in the setup. That being said, you can customize the notification using valid jinja syntax as well as documented here.

How would New Relic know about the support group of an app? Do we need to configure this on New Relic. If Yes, then where and how?

I think this might be the Team domain. Please reference the documentation linked above for more information on complete ServiceNow configuration.