===== Open and close your tickets with ServiceNow =====

From Zebrix Control, you can create and close tickets in your favorite ITSM.

To do so, follow the steps below:

**In ServiceNow:**\\

1. Create a [[https://docs.servicenow.com/bundle/orlando-platform-administration/page/administer/users-and-groups/task/t_CreateAUser.html|service account]].

2. [[https://docs.servicenow.com/bundle/orlando-platform-administration/page/administer/users-and-groups/task/t_AssignARoleToAUser.html|Assign]] the following roles to this account:
    * `rest_api_explorer`
    * `sn_incident_write`

**In Zebrix Control:**\\

1. Navigate to: **Configuration** → **Incidents** → **Notification Channels**

2. **Add a new channel**\\  
Click the **➕ Add** button to create a new notification channel.

3. **Fill in the channel information:**
    * **Name**: Provide a descriptive name for the channel.
    * **Type**: Select **Service Now**.
    * **Instance URL**: Paste the URL of your ServiceNow instance.
    * **User**: The name of the service account.
    * **Password**: The password of the service account.

{{ :fr:config:incidents:pasted:20250502-103224.png?600 }}

4. **Alert level mapping:**\\  
Match the Zebrix Control alert level with the corresponding urgency level in ServiceNow.

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5. **Additional configuration settings:**
    * **Close Code**: The code used to close incidents in ServiceNow (by default, Zebrix uses code `6`).
    * **Cmdb Id**: The name of the equipment attributes identifying the affected object in Service Now.
    * **Caller**: The identifier of the Zebrix Control service in ServiceNow.
    * If your ServiceNow instance is behind an HTTP proxy, provide the proxy server address and port.

{{ :fr:config:incidents:pasted:20250502-105059.png?600 }}

6. **Custom fields:**\\  
You can also provide additional custom fields specific to your integration. These will be sent to ServiceNow.

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