Forum Discussion

Samuel_Morgan_'s avatar
Samuel_Morgan_
6 years ago

ServiceNow Runbooks

Hello,

I'm currently working on a integration from logicmonitor to servicenow. I've managed to configure all information needed except adding runbooks for specific alerts. Is this something that is possible from LM side, or something that has to be implemented on the servicenow side.

Thanks in advance,

Samuel Morgan.

  • Forrest_Evans_-'s avatar
    Forrest_Evans_-
    Former Employee
    6 years ago

    Hi Samuel,

    Sending specific alerts from LogicMonitor to ServiceNow is handled through our Alert Rule / Escalation Chains.

    https://www.logicmonitor.com/support/settings/alert-settings/escalation-chains/

    https://www.logicmonitor.com/support/settings/alert-settings/alert-rules/

    ~Forrest

  • Samuel_Morgan_'s avatar
    Samuel_Morgan_
    6 years ago

    Hello, thanks for the response. I was wondering if there was a way to attach a run book to add to the ticket via these rules and escalations?

    Thanks,

    Sam.

  • Mosh's avatar
    Mosh
    Icon for Professor rankProfessor
    6 years ago

    Hi @Samuel Morgan

    You would need to implement a workflow in your ServiceNow that is triggered by incidents created by the LogicMonitor integration (for example, if your LogicMonitor incidents are created by a special user account for the LM integration), and then in the workflow attach a runbook to the incident. 

  • Samuel_Morgan_'s avatar
    Samuel_Morgan_
    6 years ago
    3 hours ago, Mosh said:

    Hi @Samuel Morgan

    You would need to implement a workflow in your ServiceNow that is triggered by incidents created by the LogicMonitor integration (for example, if your LogicMonitor incidents are created by a special user account for the LM integration), and then in the workflow attach a runbook to the incident. 

    Thanks! Got it working now.