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ServiceNow + Squadcast Integration: Automate IT Ticketing and Project Tracking

March 4, 2022
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ServiceNow + Squadcast Integration: Automate IT Ticketing and Project Tracking
March 4, 2022
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ServiceNow is a workflow automation platform used by organizations for their IT ticketing and project management needs. In contrast, Squadcast is an end-to-end incident management and SRE platform that is used by organizations for their reliability requirements. Now you can integrate ServiceNow and Squadcast to unlock benefits like optimizing time between incident detection and creation, reduced alert fatigue, real-time incident updates and providing granular alert routing capabilities to your on-call team.

If your organization reports incidents by creating ServiceNow tickets but uses Squadcast for incident management, then you can use ServiceNow as a frontend for reporting incidents too.

In this Integration blog, we look at how Squadcast and ServiceNow can work together with minimal investment in tools and training. We will also explore two common use cases where Squadcast and ServiceNow integration can be leveraged.

The first use case involves organizations that use ServiceNow to keep track of infrastructure outages. The second use case is valuable for organizations that are using ServiceNow boards for product/project management. These use cases will utilize the following integration methods:

  • ServiceNow to Squadcast (via ServiceNow Alert Source integration in Squadcast)
  • Squadcast to ServiceNow (via Outgoing Webhooks with Webhook Connectors)

Use Case1: How Support Teams will benefit by integrating ServiceNow with Squadcast

This use case is relevant for those organizations that use monitoring tools to send notifications to their L1 support team via email, Slack or other tools. Organizations that are using ServiceNow for ticketing, need to manually assign tickets to support teams based on severity. This makes the quick resolution of issues difficult. The integration with Squadcast solves this problem.

By integrating ServiceNow with Squadcast, the following things are possible:

  • Custom tags can be defined for each ticket created in Servicenow, allowing for 24/7 on-call support. Depending on the severity, ServiceNow can send alerts to L1/L2 support as needed.
  • Customizing escalation policies in Squadcast is now possible based on the nature of the issue.
  • Since ServiceNow tickets generate open/unacknowledged incidents, Squadcast routing rules (based on custom tags) can ensure that severe incidents are routed to appropriate on-call engineers.
  • Squadcast Analytics’ (incident heat maps and charts) lets you quickly identify problematic services in your infrastructure over a time period.

Once the support engineer receives a notification about the issue, he creates a ticket in ServiceNow. With the integration, an incident is automatically created in Squadcast which is then left in unresolved/open state. When the incident is resolved in ServiceNow, it gets marked as resolved in Squadcast too.

Follow the steps below to integrate Squadcast and ServiceNow.

  • Search for "Business Rules" in the filter box. Click on System Definition to access Business Rules.
  • Select Incident from the drop-down menu, and check the Advanced button. Click on New
  • In the When to run tab fill the form as shown in the screenshot below
  • Replace <Squadcast Webhook URL> with alert source endpoint webhook URL and click on Submit. (To copy the Squadcast webhook URL refer to Step 2 of this documentation page.)

For more information on this integration, you can have a look at our documentation.

Use Case2: Creating tickets in ServiceNow when incidents are reported in Squadcast

Some organizations use ServiceNow for tracking to-dos, backlog and other issues throughout the lifecycle of a product. Organizations often deal with bugs during the development process. Once these bugs are fixed, their status needs to be manually updated in ServiceNow project boards. This process goes on throughout the development lifecycle. With the Squadcast integration, this process can be automated.

With the help of Squadcast’s outgoing Webhooks and Webhook connectors, you can create a ticket/action item in ServiceNow when an incident is triggered in Squadcast.

Status sync: Some organizations use the ServiceNow project board to keep track of their product development status. With Squadcast status sync, you can keep tabs on the development and maintenance of a product, during specific sprint cycles in the ServiceNow project board. When an issue is being fixed in production, status sync allows you to get real time updates on the progress made.

For more information on how to set up outgoing webhooks you can refer to the screenshots below:

  • Navigate to Settings > Webhooks. Click on the + icon
  • Enter a suitable name for the webhook and then click on Create

For a webhook, you may specify several triggers. If any of the triggers match, information is delivered to the given URLs. Other triggers you can choose are:

  • Incident triggered
  • Incident reassigned
  • Incident acknowledged
  • Incident resolved

For more information on outgoing webhooks you can have a look at our documentation.

There are certain organizations that use ServiceNow for IT ticketing support and tracking project lifecycles. In this situation organizations will benefit from both these integration methods used in above use cases.

Conclusion

As your needs grow, you can use the bidirectional integration with ServiceNow to track the performance, document incident reports for compliance needs, and streamline your existing on-call process.

Squadcast automatically captures information about each incident (time taken to resolve/acknowledge etc.), hence you can track the performance of your on-call support teams over a period of time. It simplifies documentation of postmortems and helps identify infrastructure issues more effectively.

For organizations that have already invested in ServiceNow and do not wish to move away from it, they can integrate Squadcast into their workflow and reap the benefits of a feature-packed SRE platform.

Squadcast is an incident management tool that’s purpose-built for site reliability engineering. It allows you to get rid of unwanted alerts, receive relevant notifications and integrate with popular ChatOps tools. You also can work in collaboration using virtual incident war rooms and use automation to eliminate toil.

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March 4, 2022
March 4, 2022
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Squadcast is a leader in IT Service Management (ITSM) Tools on G2
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