Incident Management
Connect WizStatus to ServiceNow
Integrate WizStatus with ServiceNow to leverage enterprise-grade ITSM capabilities. Automatically create incidents in ServiceNow when monitors detect issues, with full support for your organization's incident workflows, SLAs, and escalation policies.
Benefits
- Seamless integration with ServiceNow ITSM
- Automatic incident creation with configurable urgency/impact
- Support for ServiceNow workflows and SLAs
- Bi-directional status synchronization
- Full audit trail for compliance requirements
Setup Guide
Follow these steps to set up the integration
Create ServiceNow Integration User
In ServiceNow, create a dedicated integration user with roles: itil, incident_manager. This ensures proper access for incident creation and updates.
Tip
Use a service account rather than a personal account for production integrations.
Generate API Credentials
Create an OAuth client or use basic authentication credentials for the integration user. Note the instance URL, username, and password.
Warning
Store credentials securely - they provide access to create and modify incidents.
Configure ServiceNow in WizStatus
Go to Settings > Notifications > Add Integration > ServiceNow. Enter your instance URL (e.g., company.service-now.com) and credentials.
Tip
Test the connection before proceeding to verify credentials are correct.
Configure Incident Mapping
Map WizStatus incident data to ServiceNow fields: urgency, impact, category, subcategory, assignment group, and custom fields.
Tip
Align urgency/impact with your organization's priority matrix for consistent SLA treatment.
Set Up Auto-Resolution
Configure automatic incident resolution when monitors recover. Choose the resolution code and notes format.
Tip
Include the recovery timestamp and duration in resolution notes for post-incident reviews.
Test End-to-End
Create a test incident to verify the integration. Check that all fields are mapped correctly and the incident appears in your ServiceNow queue.
Tip
Verify that auto-resolution works by resolving the test incident in WizStatus.
Configuration Options
Available configuration settings
| Option | Description | Required |
|---|---|---|
ServiceNow Instance URL | Your ServiceNow instance URL (e.g., company.service-now.com) | |
Username | ServiceNow integration user username | |
Password | ServiceNow integration user password | |
Default Urgency | Default urgency for new incidents (1-High, 2-Medium, 3-Low) | |
Default Impact | Default impact for new incidents (1-High, 2-Medium, 3-Low) | |
Assignment Group | ServiceNow assignment group for incidents | |
Auto-Resolve Incidents | Automatically resolve incidents when monitors recover |
Features
Limitations
- Requires ServiceNow ITSM license
- OAuth support coming soon (currently basic auth)
- Custom tables require additional configuration
Frequently Asked Questions
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