Mapping a team in OpsGenie to a different team name in Service Now

Michael Gaston

Has anyone had to do this before? We need to link a team with a different name in ops genie to a team in service now so we can segment who is in that group. We want the same functionality as normal though. We have been told this is possible via custom mapping in the business rules, but it's tough to know where to start with no prior examples to work from and zero support from OpsGenie. 

Nick Haller

Hi @Michael Gaston ,

I believe that should be possible - if you are trying to map the Opsgenie team to a group/team in ServiceNow - when an OG alert creates a SNOW incident. 

This Community Article my colleague wrote might help with customizing the script needed: How do I populate additional fields in a ServiceNow Incident?

In that article, the example maps the "Entity” field from the Opsgenie alert to the “Category” field of the ServiceNow incident - but the idea should be the same for your use case.