OpsGenie -> ServiceNow integration - Alert vs. Incident

[Mike Douglas]

Has anyone successfully modified the OpsGenie to ServiceNow integration to create an alert instead of an incident in ServiceNow? Any tips or advice? Is this possible?

[Nayan Pandey]

Hello Mike, 

G'Day!

I am Nayan from the Opsgenie Support Team, happy to help. 

As of now, the plugin we have on the direct integration with ServiceNow, this modification would not be possible. It is by default designed to create ServiceNow incidents for Opsgenie alerts. 

I suggest using OEC (Opsgenie Edge Connector) for flexibility, so you could use your own script to interact with ServiceNow and perform the operation needed. You could write a simple bash or python script to customise the working of integration. 

Here's a document that has all information regarding the Opsgenie Edge Connector: https://support.atlassian.com/opsgenie/docs/learn-about-opsgenie-edge-connector/

Let me know if this helps. 

Regards,

Nayan

[Erko Knoll]

You may want to consider using ScriptRunner Connect if any out of the box tools don't satisfy your needs. SR Connect has connectors for both ServiceNow and OpsGenie, here you can find templates that work with ServiceNow and OpsGenie that can be a good way to get started.