Assignment group mapping in ServiceNow using SNOW webhook - Zabbix 5.2

[sajid4uu2c]

Hi Team,


We have Integrated ServiceNow with Zabbix using the SNOW webhook in Zabbix 5.2.
When we test the webhook, it is perfectly working and creating the incidents in SNOW.
But few fields like the assignment group , configuration item, etc. are not updating.

The requirement is like:
if the server is a Linux server- then ticket should be assigned to "Linux_Team" (team name in servicenow assignment group field)
if the server is a Windows server- then ticket should be assigned to "Windows_Team"(team name in servicenow assignment group field)

Also the configuration item field should have the respective server name for which the ticket has been created.

Please help us in this regard. Thanks

[sajid4uu2c]

Thanks cyber
I wonder if there is any way we can edit the snow webhook media xml file to incorporate the assignment group field

[sajid4uu2c]

I did it using the TAG values.
Have assigned Tags like windows, linux etc to respective servers.
Then in message template of media type-servicenow, used event.tag and event.recovery.tags

[cyber]

I don't know specifics inside SN, which are created for this integration, but {HOST.NAME} is part of {ALERT.MESSAGE}. Alert message seems to be put to 2 places in this webhook, to fields "Description" and to " Comments". So, how do you expect SN know, what to put on CI field, if you don't specify it? Either you need to make a rule on SN side, which parses it out of that description or comment or modify the webhook and specify it already there... And same goes to assignment groups, If you dont send and map them, you need to do some lookup based on CI on SN side or some other magic.

[cyber]

You can do whatever you want with that webhook script. Only requirement is to know, what to do...

[lavanyasreepada]

Hi,

Define assignment rules to identify the right group or the user which is skilled to work on an incident.

Before you begin

Role required: assignment_rule_admin or admin
Procedure

• Navigate to System Policy > Rules > Assignment.
• Create assignment rules by following the steps provided in Create an assignment rule.
• Click Submit.

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Thanks and Regards,
Lavanya Sreepada.