ServiceNow

ServiceNow is a delivery channel for DAM Alerting: ALTR delivers each triggered alert as an event to the ALTR application installed in your ServiceNow instance. Routing rules you configure inside that application decide what happens next – open an incident, notify a group, request an approval, run one of your own flows, or update a configuration item (CI) record. Routing lives in ServiceNow, next to the teams and processes that act on it, so you can change how alerts are handled without touching ALTR.

Prerequisites

• Administrator or Super Administrator access to your ALTR account.
• A ServiceNow administrator able to import an update set and create a service account in your instance.

Overview

1. In ALTR, download the ALTR application update set from the ServiceNow connection setup.
2. In ServiceNow, import and commit the update set, then create a service account for ALTR.
3. In ALTR, enter your instance URL and the service account’s credentials to finish the connection.
4. In ServiceNow, adjust the application’s routing rules as your processes require.

Install the ALTR Application

The ALTR application ships as a ServiceNow update set XML. In ALTR, open the ServiceNow connection setup under Settings > Integrations and select Download XML, then import the file in your instance:

1. In ServiceNow, go to System Update Sets > Retrieved Update Sets.
2. Select Import Update Set from XML and upload the downloaded file.
3. Select Preview Update Set. A clean install shows zero collisions; resolve any collisions the preview reports before committing.
4. Select Commit Update Set.

The import installs the ALTR application: the event table that alerts land in, the tables that hold your routing rules and asset map, and the ALTR event user role (x_1945887_altr_i_0.altr_event_user).

Create the Service Account

ALTR authenticates to your instance as a service account you create and control:

1. In ServiceNow, create a dedicated service account user.
2. Grant it the x_1945887_altr_i_0.altr_event_user role installed by the update set – the role has no display label, so search the role picker for the identifier itself. The role permits creating and reading ALTR events only – it can’t modify existing records, read your routing configuration, or touch incidents.
3. Set up the credential for the authentication method you’ll use – basic authentication or OAuth client credentials – per ServiceNow’s own documentation.

Connect ServiceNow in ALTR

Connect ServiceNow from the notification integrations grid, the same as any other provider; see Notification Integrations for how to add, edit, test, and delete a connection. The connection setup asks for your instance URL, the authentication method, and the service account’s credentials.

Route Events in ServiceNow

Routing rules – rows in a configuration table inside the application, managed with ServiceNow’s native forms and condition builder – decide what happens to each delivered event. Open them from the ALTR application menu under Routing Rules. Each rule matches events by type and condition, and selects a behavior:

• Create Incident – open an incident for the event, assigned per your rule.
• Send Notification – email the rule’s assignment group at the group’s email address.
• Ask For Approval – park the event for a decision in My Approvals; the decision is recorded on the event.
• Invoke Subflow – run a subflow you build in Flow Designer, with the event as input.
• Update CI – write the event’s database identity onto a mapped CI record. The mapping is yours: rows in the application menu’s Asset Map table pair a database identity with a CI reference. Events for unmapped databases record an error on the event rather than guessing at a CI. The application menu also includes CI Classifiers, a read-only table this behavior maintains – one row per classifier detected on a mapped database.

The application validates rules when you save them: a Send Notification rule needs an assignment group with an email address, an Ask For Approval rule needs an assignment group, and an Invoke Subflow rule needs a subflow reference.

The application installs with no routing rules. Add rows for the outcomes you want. Every delivered event is recorded in the application’s event table with its severity, type, description, and a link back to ALTR, whether or not a rule matches it.

Upgrade the Application

Upgrades are self-service and forward-only: download the new update set version, import it through Retrieved Update Sets, preview, and commit. Definitions update in place; your routing rules, asset map, and landed events are data and aren’t touched by an upgrade.

Tip

Keep the ALTR connection setup and your ServiceNow instance open side by side during first-time setup – the flow alternates between the two consoles.