Documentation forServer & Application Monitor

ServiceNow API poller template

Use this SAM API poller template to monitor ServiceNow incident statistics.

After creating an API poller based on this template, remove any metrics that don't apply to a specific ServiceNow instance. Otherwise, the overall status of the API poller displayed in the Orion Web Console will be Down or Unknown because expected metrics are not found.

Prerequisites

Assign this template to an external node that points to a ServiceNow instance.

Activate a ServiceNow Performance Analytics subscription to return statistics.

Configure OAuth2.0 or Basic Auth credentials.

Set parameter ${INSTANCE} in the URL.

Notes

Default thresholds are not set for this template.

Here are request examples:

  • https://${INSTANCE}.service-now.com/api/now/pa/scorecards?sysparm_limit=1
  • https://${INSTANCE}.service-now.com/api/now/table/incident?sysparm_query=active%3Dtrue&sysparm_limit=10

See the ServiceNow REST API reference to learn about metrics, subscriptions, and more.

Available metrics include:

  • % of New Critical Incidents
  • % of Open Incidents Not Updated in Last 30 Days
  • % of Open Incidents Not Updated in Last 5 Days
  • AppSec-Number of Emails per Day
  • AppSec-Spam Emails per Day
  • Average Age of Last Update of Open Incidents (days)
  • Average Age Open Incidents (days)
  • Average Reassignment of Open Incidents
  • Active Incidents Count

All ServiceNow links are attributed to © 2021 ServiceNow, available at docs.servicenow.com, obtained on May 5, 2021.