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Integrating Event Management Systems

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Note
Note: This article applies to Fuji and earlier releases. For more current information, see Event Management at http://docs.servicenow.com

The ServiceNow Wiki is no longer being updated. Visit http://docs.servicenow.com for the latest product documentation.

Overview

The purpose of an event management integration is to collect event-based information and convert it into tasks or tickets within ServiceNow. When updates occur, the integration sends changes back to event originator.

Event Consumption

The integration collects source event data from an inbound web service invocation and transforms it into target data as a ServiceNow ITIL service object. Data coalescing helps filter many source records into one target record.


Image:event_consumption.jpg


  • When acting as an event consumer, ServiceNow only accept SOAP inserts
  • ServiceNow uses a Web Service Import Set (WSIS) for event notification
  • The web service uses a synchronous transform
  • The transform responds with a target detail record

Event Notification

Event management integrations monitor ITIL service objects. When ServiceNow updates or creates a monitored service object, the integration sends an event notification to the external service and identifies the service object by a common key.


Image:event_notification.jpg


  • Service objects have a unique Identifier on the event generator and event consumer systems
  • When using web services for communications, ServiceNow business rules or listeners send SOAP messages
    • SOAPEnvelope
    • SOAPRequest
  • When using a MID server for communications, ServiceNow business rules or listeners queue work for the MID server
    • The MID server updates or adds service objects on the event consumer using CLI, Java API or JDBC