ServiceNow tickets from Zabbix
Python script for custom Zabbix script media. Script uses ServiceNow API.
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Installation
Copy the zabbix-create-service-now-incident.py script into the AlertScriptsPath
directory which is by default /usr/lib/zabbix/alertscripts and make it executable:
$ cd /usr/lib/zabbix/alertscripts
$ wget https://raw.github.com/monitoringartist/zabbix-script-servicenow/master/zabbix-create-service-now-incident.py
$ chmod 755 zabbix-create-service-now-incident.py
Configuration
To forward Zabbix events to ServiceNow a new media script needs to be created and associated with a user. Follow the steps below as a Zabbix Admin user:
1.) Create a new media type [Admininstration > Media Types > Create Media Type]
Name: ServiceNow API
Type: Script
Script name: zabbix-create-service-now-incident.py
2.) Modify the Media for the Admin user [Administration > Users]
Type: ServiceNow API
Send to: string <--- this string is not used
When active: 1-7,00:00-24:00
Use if severity: (all)
Status: Enabled
3.) Configure Action [Configuration > Actions > Create Action > Action] Event source: Triggers
Name: Create ServiceNow ticket
Default Subject: {TRIGGER.STATUS}
Default Message:
Trigger: {TRIGGER.NAME}
Trigger description: {TRIGGER.DESCRIPTION}
Trigger severity: {TRIGGER.SEVERITY}
Trigger nseverity: {TRIGGER.NSEVERITY}
Trigger status: {TRIGGER.STATUS}
Trigger URL: {TRIGGER.URL}
Host: {HOST.HOST}
Host description: {HOST.DESCRIPTION}
Event age: {EVENT.AGE}
Current Zabbix time: {DATE} {TIME}
Item values:
1. {ITEM.NAME1} ({HOST.NAME1}:{ITEM.KEY1}): {ITEM.VALUE1}
2. {ITEM.NAME2} ({HOST.NAME2}:{ITEM.KEY2}): {ITEM.VALUE2}
3. {ITEM.NAME3} ({HOST.NAME3}:{ITEM.KEY3}): {ITEM.VALUE3}
Zabbix event ID: {EVENT.ID}
Zabbix web UI: https://zabbix.domain.com/zabbix
For a full list of trigger macros see https://www.zabbix.com/documentation/2.4/manual/appendix/macros/supported_by_location
At the Conditions tab, to only forward PROBLEM events:
(A) Maintenance status not in "maintenance"
(B) Trigger value = "PROBLEM"
Finally, add an operation:
Send to Users: Admin
Send only to: ServiceNow API
Troubleshooting
Set debug to 1 in the script for debug output:
debug = 1
And test script in commandline manually. It is very likely, that your ServiceNow instance has different settings (mandatory fields, lists, ...). You should to see in server response, what is a problem.
Author
Devops Monitoring Expert, who loves monitoring systems and cutting/bleeding edge technologies: Docker, Kubernetes, ECS, AWS, Google GCP, Terraform, Lambda, Zabbix, Grafana, Elasticsearch, Kibana, Prometheus, Sysdig,...
Summary:
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