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How does the ServiceNow Integration trigger alerts?

Josiah Tillett August 14, 2023

Hi all, I'm working on an OpsGenie implementation with ServiceNow, and realized that the documentation for setting up the integration ( doesn't exactly explain how the instances actually communicate with each other. Does it match service or group names?

Documentation suggests it should be plug-and-play, so is there any additional configuration needed to get it started?

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John M
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 15, 2023

Hi @Josiah Tillett ,

Happy to assist - there is no additional configuration required since the core functionality is to:

  • Create an incident in ServiceNow from an Opsgenie alert 
  • Create an Opsgenie alert from an incident in Service Now
  • update incidents and alerts based on actions taken

There is an option to sync users and groups, but it is not required:

With that said, if you want actions like the following one to work, you will need group names in SNow and team names in Opsgenie to match:

  • When the incident is assigned to a group in ServiceNow, the corresponding team is added to the alert if the name of the group in ServiceNow and the name of the team in Opsgenie match.

Josiah Tillett August 24, 2023

Hey, thank you so much for all this! I was actually getting hung up on the fact that it wasn't triggering Incidents, but realized that I had misinterpreted the workflow. Thank you for the additional information, it's helpful for some other questions I had!

Like John M likes this

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