| Parameter | Description |
|---|---|
| Active | Enable or disable the plugin |
| Title | Plugin display name |
| Table Type | Target table: INCIDENT (default), CSM_CASE (sn_customerservice_case), or CUSTOM |
| Custom API Path | API path when using CUSTOM table type |
| Host | ServiceNow instance URL (https://[INSTANCE].service-now.com) |
| User / Password | ServiceNow API credentials |
| Assignment Group | Default assignment group for created incidents (optional) |
| CMDB Auto-Discovery | Automatically pushes SAP systems to the CMDB and links incidents to the correct CI |
| Auto-close | Resolves the incident automatically when the alarm clears |
| Closed States | State codes considered as closed (default: 6,7) |
| Chunk size | Max alarms processed per cycle (default: 50) |
{"account": "%ORGANIZATION.NAME%", "contact_type": "Alert"}
| Category | Variables |
|---|---|
| Alarm | %ALARM%, %ALARM_TAGS%, %ALARM_TAGS.[PROPERTY]%, %URI%, %MODULE%, %HOST%, %ID%, %ALARM_ID%, %SEVERITY%, %SEVERITY_ID%, %MESSAGE%, %TO_CLEAR%, %RAISE_TIME%, %RAISE_TIME_UNIX%, %RECEIVE_TIME%, %RECEIVE_TIME_UNIX%, %JOB_NAME%, %METRIC_NAME%, %CON_ID%, %JOB_ID% |
| Organization | %ORGANIZATION%, %ORGANIZATION.ID%, %ORGANIZATION.NAME%, %ORGANIZATION.SHORT_NAME%, %ORGANIZATION.PROPERTIES.[PROPERTY]% |
| Group | %GROUP%, %GROUP.ID%, %GROUP.NAME%, %GROUP.SHORT_NAME%, %GROUP.PROPERTIES.[PROPERTY]% |
| System | %SYSTEM%, %SYSTEM.ID%, %SYSTEM.NAME%, %SYSTEM.SHORT_NAME%, %SYSTEM.SID%, %SYSTEM.ROLE%, %SYSTEM.ENV%, %SYSTEM.PROPERTIES.[PROPERTY]% |
| Connector | %CONNECTOR%, %CONNECTOR.ID%, %CONNECTOR.NAME%, %CONNECTOR.PROPERTIES.[PROPERTY]% |
| RedPeaks | Urgency | Impact | ServiceNow Priority |
|---|---|---|---|
| CRITICAL | 1 (High) | 1 (High) | P1 |
| MAJOR | 1 (High) | 2 (Medium) | P2 |
| MINOR | 2 (Medium) | 2 (Medium) | P3 |
| WARNING | 2 (Medium) | 3 (Low) | P4 |
| INFO | 3 (Low) | 3 (Low) | P5 |
/api/now/identifyreconcile.cmdb_ci_service_manual — Business services (one per organization)cmdb_ci_appl_sap_system — SAP systems (one per SID)cmdb_ci_hardware — Hosts (one per server)