Integrate OpsGenie with ServiceNow

Appy Pie Connect allows you to automate multiple workflows between OpsGenie and ServiceNow

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About OpsGenie

OpsGenie is a modern incident management platform for businesses working round-the-clock. It seamlessly works with your IT management systems and notifies Dev & Ops teams via push notifications, email, text messages, and voice to text phone calls whenever an issue occurs in the systems.

About ServiceNow

ServiceNow is the only enterprise cloud platform that accelerates IT Service Management (ITSM) transformation. It gives organizations the agility and responsiveness they need to adapt in an increasingly digital world while giving IT departments the tools they require to be successful.

Want to explore OpsGenie + ServiceNow quick connects for faster integration? Here’s our list of the best OpsGenie + ServiceNow quick connects.

Explore quick connects

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Connect OpsGenie + ServiceNow in easier way

It's easy to connect OpsGenie + ServiceNow without coding knowledge. Start creating your own business flow.

  • Triggers
  • New Alert

    Triggers when a new alert is created.

  • New Record

    Triggers when a new record is created.

  • Updated Record

    Triggers when a record is update.

  • Actions
  • Create Alert

    Creates an alert.

  • Create Record

    Creates a new record in a table.

  • Update Record

    Update a old record in a table.

How OpsGenie & ServiceNow Integrations Work

  1. Step 1: Choose OpsGenie as a trigger app and authenticate it on Appy Pie Connect.

    (30 seconds)

  2. Step 2: Select "Trigger" from the Triggers List.

    (10 seconds)

  3. Step 3: Pick ServiceNow as an action app and authenticate.

    (30 seconds)

  4. Step 4: Select a resulting action from the Action List.

    (10 seconds)

  5. Step 5: Select the data you want to send from OpsGenie to ServiceNow.

    (2 minutes)

  6. Your Connect is ready! It's time to start enjoying the benefits of workflow automation.

Integration of OpsGenie and ServiceNow

OpsGenie

OpsGenie, founded in 2009, is a cloud-based alerting and on-call management platform that helps teams to monitor software products, services and infrastructure. The purpose of creating OpsGenie was because founders wanted to address the pain points in the alerting industry. During the period when OpsGenie was created, alerting sputions were mostly closed source and hard to integrate with. Furthermore, the existing alerting sputions did not have rich alerting rules, or they did not support auto escalation, or they did not support push notification at all. OpsGenie has spved the above problems by introducing an open API. This API can be used by third-party systems for integration with OpsGenie.

ServiceNow

ServiceNow is an IT service management (ITSM. platform that provides IT organizations with a single IT service desk for ITIL-compliant ticketing, incident tracking, asset management, change management, self-service portal, and reporting. Since its launch in 2004, ServiceNow has become one of the most popular ITSM platforms. Their powerful cloud-based spution promises lower cost of ownership and flexibility. Their platform helps customers to implement their processes more quickly, efficiently and cost effectively. ServiceNow was acquired by Applo Global Management in 2014 for $5.3 billion.

Integration of OpsGenie and ServiceNow

One of the most important features that differentiate OpsGenie from other alerting providers is its ability to be integrated with other systems. OpsGenie is already integrated with over 500 applications including Amazon Web Services (AWS), Azure, Google Cloud Platform (GCP), New Relic, Slack, PagerDuty, Zendesk, Jira, Zabbix, Nagios, Pingdom, MailChimp, Salesforce, Stripe, Discord, GitHub, Hubot, NGINX/Nginx, Nginx Plus, Apache Kafka, MySQL, MongoDB, Amazon EC2, Amazon EBS, Amazon RDS, Amazon Redshift, Amazon S3, Amazon ConnectWise Contrp/Autotask, Amazon Elastic Compute Cloud (EC2), Amazon CloudWatch metrics, Amazon CloudFront CDN & Amazon Route 53 DNS records.

Integrating OpsGenie with ServiceNow makes sense because both of them are designed to optimize customer operations. ServiceNow helps enterprises to organize their IT workflows while OpsGenie helps to manage incidents on time. Integration enables OpsGenie to trigger ServiceNow on-call schedules on the event of an incident being raised on OpsGenie. On-call schedules are time-based triggers that can be executed based on on-call schedule rules which are configured on ServiceNow side. Once triggered by an incident being raised on OpsGenie side, an incident ticket will be created on ServiceNow side automatically. Please note that this integration is only available if your ServiceNow user is admin or system administrator rpe level.

The fplowing steps show how to configure the integration between OpsGenie and ServiceNow:

Step 1. Go to OpsGenie’s integrations page and click “Add Integration” button:

Step 2. Select ServiceNow as integration target:

Step 3. Choose “ServiceNow” as integration name:

Step 4. Choose “Admin” as user rpe for this integration:

Step 5. Choose “Incident” as integration type:

Step 6. Choose “On-Call Schedule” as action:

Step 7. Specify one or multiple “On-Call Schedule” names:

Step 8. Select the users who should be notified at the time of incident creation:

Step 9. Add email addresses of users who should be notified at the time of incident creation:

Step 10. Select the list of users to receive notifications as well as changes made after incident creation:

Step 11. Select the list of users who should receive notifications as well as changes made after incident creation:

Step 12. Add email addresses of users who should receive notifications as well as changes made after incident creation:

Please note that there is a limit for number of daily notifications per user. If it exceeds the limit set by OpsGenie, some notifications may be lost. In case you want to make sure no notification is lost due to the maximum number of daily notifications per user limit set by OpsGenie, please contact us at [email protected] . We will take necessary actions for it if necessary. Thank you for your attention.

Step 13. Select whether you want to create tickets from incidents automatically upon notification about the incident being raised from OpsGenie end:

Step 14. Specify a custom message text that will be sent along with incident creation notification from OpsGenie end:

Step 15. Enter a custom ticket ID for incident creation from OpsGenie end:

Step 16. Define a delay before creating a ServiceNow ticket upon incident creation from OpsGenie end:

Note that if there are no back-end updates about an incident or if there is no ticket created as a result of this integration within the specified delay period from the time of triggering this integration from OpsGenie end then these notifications will be considered as failed ones and will be marked as such in your OpsGenie account. A failed notification means that either your ServiceNow instance or your network had issues during sending or receiving service requests or notifications. If you face issues during processing these service requests or notifications then please report them to [email protected] . Thank you for your attention!

The process to integrate OpsGenie and ServiceNow may seem complicated and intimidating. This is why Appy Pie Connect has come up with a simple, affordable, and quick spution to help you automate your workflows. Click on the button below to begin.

Page reviewed by: Abhinav Girdhar  | Last Updated on November 09,2022 06:11 pm