How to add ServiceNow as incident integration with webhook

If you would like to add ServiceNow ITSM in order to collect incidents in Axify, here is a guideline on how to do it. Adding ServiceNow as an incident provider will unlock incidents for DORA metrics.

Guideline:

1. First, go to Axify.
2. Go to a project's settings.
3. Select the Integration tabs, and scroll down to incidents
4. Click on Add Integration and select Other providers
5. You can specify a name (i.e. ServiceNow critical incidents), then click on Generate a webhook. It will provide you an URL and a secret token that you will need in ServiceNow.
6. Go to Service Now studio in your instance (i.e. https://my-instance.service-now.com/now/servicenow-studio)
7. Create a REST message.
   1. Give it a name (i.e. Axify critical incidents for project X)
   2. As for the endpoint, enter the URL provided from Axify in the previous step
   3. Within the message, create an HTTP method with "POST" as the HTTP method and no endpoint (see above screenshot).
8. Create an asynchronous business rule triggered when an incident is inserted. This rule will be responsible for sending new incidents to Axify.
9. In the Advanced section, you'll need to insert this script.
   1. IMPORTANT NOTE:  at ligne 21, replace the string with the token Axify provided in the previous step!

   2. (function executeRule(current, previous) {
          gs.info("Sending incident to Axify");
          var createdOn = current.getValue('sys_created_on');
          var glideCreatedOn = new GlideDateTime(createdOn);
          var dateCreatedOn = new Date(glideCreatedOn.getNumericValue());
          var isoCreatedOn = dateCreatedOn.toISOString();
      
          var body = JSON.stringify({
              "status": "TRIGGERED",
              "occurred_at": isoCreatedOn,
              "title": current.getValue("short_description"),
              "description": current.getValue("description"),
              "id": current.getValue("sys_id")
          });
      
          // Calculate the HMAC-SHA256 code of the request body, which will be used to authenticate the request 
          var mac = new CertificateEncryption();
          var key = gs.base64Encode("<INSERT WEBHOOK SECRET TOKEN>");
          var signature = mac.generateMac(key, "HmacSHA256", body);
          var message = new sn_ws.RESTMessageV2("Axify incidents", "Post incident");
          message.setRequestHeader("X-Axify-Deployment-Event-Signature", "sha256+base64=" + signature);
          message.setRequestBody(body);
          var response = message.execute();
      
          gs.info("Sent incident to Axify.");
      })(current, previous);

   3. Now you will receive incidents when they are created. We will need to receive an event when they are updated or resolved.
10. Create a second asynchronous business rule triggered when an incident is modified. This rule will be responsible for sending resolved incidents to Axify.
11. In the Advanced section, you'll need to insert this script.
    1. IMPORTANT NOTE:  at ligne 24, replace the string with the token Axify provided in the previous step!

    2. (function executeRule(current, previous) {
           gs.info("Sending incident to Axify");
       
           if (current.getValue("state") != 6) {
               // Incident is not resolved, will not send to Axify
               return;
           }
       
           // Calculate the HMAC-SHA256 code of the request body, which will be used to authenticate the request
           var mac = new CertificateEncryption();
           var key = gs.base64Encode("<INSERT WEBHOOK SECRET TOKEN>");
           var signature = mac.generateMac(key, "HmacSHA256", body);
       
           var message = new sn_ws.RESTMessageV2("Axify incidents", "Post incident");
           message.setRequestHeader("X-Axify-Deployment-Event-Signature", "sha256+base64=" + signature);
           message.setRequestBody(body);
           var response = message.execute();
       
           gs.info("Sent incident to Axify.");
       })(current, previous);
       

12. Save your script and it should be done!