0) Check Your Licence.
Ensure that your Mutiny licence has the ServiceNow Connector enabled. Your licence should contain the line:
1) Configuring the Connector
Locate the “mutiny” node in one of the Views and click the icon to open the Status Panel.
Then choose “IP Services” from the Status panel:
Make sure that “Monitor IP Services” is set to “On”.
Click the “[Add/Remove Service]” button, swapping the panels over so that you can add a new Service:
Give the Service a memorable name and chose “ServiceNow Settings” from the drop-down menu and then click “[Apply]”. The panel will update so that you can enter the login details for your ServiceNow instance.
The “ServiceNow Instance” URI, “Username” and “Password” will have been provided by your ServiceNow reseller/support organisation.
The “Contact Email” is needed to configure which Alerts from Mutiny are to be sent to ServiceNow to from tickets, so choose a memorable id (this is covered in Section 3 of this document).
When all has been entered correctly, click “[Test]” to make sure there are no errors and then, if you see a “Success” message, click “[Apply]”.
Don’t worry if the IP-Services Icon shows Critical for a couple of minutes - it should soon clear to OK if the Test (above) reported “Success”.
2) Configuring an Alert Contact.
Add a new Contact with an easily-recognisable name:
Configure the Contact, ensuring that the email address is the same as the one that you entered in Section 1). Choose the “Track-Views”/”Track Events” options, as you would for any Contact, to select which Mutiny Events will generate Alerts to forward to ServiceNow. Don’t forget to click “[Update]” to save the settings:
Make sure that the Contact is fully enabled and click “[Update]” again. Note that the “[Test]” button does not currently work for testing logging to ServiceNow (it will try to send an email, which will fail).