ServiceNow Integration
Automatically create and update ServiceNow incidents with CMDB CI correlation, priority mapping, and AI-generated work notes. Bridge your observability and ITSM workflows without manual ticket creation.
How It Works
Create a ServiceNow Integration User
In ServiceNow, create a dedicated integration user with the itil and rest_api_explorer roles. Generate OAuth credentials or a basic auth token for TigerOps to use.
Connect to Your ServiceNow Instance
Enter your ServiceNow instance URL (e.g., yourcompany.service-now.com) and credentials in the TigerOps integration panel. TigerOps verifies the connection and retrieves available CMDB CIs.
Map Services to CMDB Configuration Items
Link each TigerOps monitored service to a corresponding ServiceNow CMDB Configuration Item (CI). This enables accurate CI association on every auto-created incident.
Incidents Create and Update Automatically
TigerOps creates ServiceNow incidents on detection with CMDB CI, priority, category, and AI description pre-filled. Updates and resolutions sync back in real time.
What You Get Out of the Box
CMDB CI Correlation
Every TigerOps-created ServiceNow incident is automatically linked to the correct CMDB Configuration Item based on your service-to-CI mapping, enabling accurate impact analysis.
Priority and Category Mapping
TigerOps severity levels map to ServiceNow incident priorities (P1–P4) and categories. Critical anomalies create P1 incidents; warnings create P3 — all configurable.
AI Description in Work Notes
TigerOps populates the ServiceNow incident short description with an AI summary and adds detailed work notes including affected metrics, trace links, and root cause hypothesis.
Automated Resolution Sync
When TigerOps resolves an incident, the corresponding ServiceNow incident moves to Resolved state with resolution notes and incident duration automatically populated.
Assignment Group Routing
Map TigerOps service teams to ServiceNow assignment groups. Incidents are automatically routed to the correct group based on which service triggered the alert.
Change Correlation
TigerOps checks for recent ServiceNow change records affecting the same CI when opening an incident, automatically linking related changes as potential contributing factors.
ServiceNow Incident Mapping Config
Map TigerOps services to CMDB CIs and configure priority and assignment group routing.
# TigerOps — ServiceNow Integration Config
integrations:
servicenow:
instance_url: "https://yourcompany.service-now.com"
auth:
type: oauth
client_id: "${SN_CLIENT_ID}"
client_secret: "${SN_CLIENT_SECRET}"
min_severity: warning
auto_resolve: true
dedup_check: true
priority_mapping:
critical: "1" # P1 - Critical
warning: "3" # P3 - Moderate
info: "4" # P4 - Low
cmdb_mappings:
- tigerops_service: "api-gateway"
ci_sys_id: "abc123def456"
assignment_group: "Platform Engineering"
category: "Software"
- tigerops_service: "payments-service"
ci_sys_id: "xyz789ghi012"
assignment_group: "Payments Team"
category: "Software"
incident_fields:
short_description: "TigerOps: {{incident_title}}"
description: "{{ai_summary}}
Affected: {{service_name}}
Severity: {{severity}}"
work_notes: "Metric: {{metric_name}}
Value: {{metric_value}}
Trace: {{trace_url}}"
caller_id: "tigerops.integration"
change_correlation:
enabled: true
lookback_hours: 4Common Questions
Which ServiceNow versions does TigerOps support?
TigerOps integrates with ServiceNow using the Table API, which is available in all ServiceNow releases from Tokyo onwards. Earlier releases (San Diego, Rome) are also supported but may have limited field availability.
Can TigerOps update an existing ServiceNow incident instead of creating a new one?
Yes. TigerOps first queries ServiceNow for an open incident with a matching CI and category. If one exists, TigerOps adds work notes and updates the severity rather than creating a duplicate. Duplicate prevention is configurable.
How does CMDB CI lookup work if my service names differ from CI names?
You configure explicit service-to-CI mappings in TigerOps. You can also enable fuzzy name matching as a fallback, which searches the ServiceNow CMDB by name similarity when no explicit mapping exists.
Does TigerOps support ServiceNow's event management module?
Yes. In addition to creating incidents directly in the Incident table, TigerOps can push events to the ServiceNow Event Management (em_event) table. This lets ServiceNow's native event correlation and alert deduplication handle the incident creation flow.
Can TigerOps pull ServiceNow incident status changes back into TigerOps?
Yes. You can configure a ServiceNow Business Rule or outbound REST integration to call TigerOps webhooks on incident state changes. When a ServiceNow incident is closed by a human, TigerOps will mark its corresponding incident as acknowledged and stop escalation.
Automate ServiceNow Ticket Creation
No credit card required. Connect ServiceNow in minutes. CMDB-linked incidents created automatically.