Jeli

Integrate Jeli and ServiceNow using the power of Jeli's <a href="https://docs.jeli.io/en/articles/8295236-webhooks">webhooks</a> and <a href="https://docs.jeli.io/en/articles/8295161-the-jeli-api">public API</a>. With this integration you can:

automatically create a ticket in ServiceNow when an incident is opened in Jeli

automatically update your ServiceNow ticket as the incident progresses

trigger the creation of a Jeli incident from ServiceNow, moving from queue to coordination quickly and easily ​

- automatically create a ticket in ServiceNow when an incident is opened in Jeli
- automatically update your ServiceNow ticket as the incident progresses
- trigger the creation of a Jeli incident from ServiceNow, moving from queue to coordination quickly and easily ​

Create a ServiceNow ticket when an incident is opened in Jeli

The following instructions are based on ServiceNow Vancouver. Configuration in your specific ServiceNow version and instance may vary.

Add a new <code>Jeli Incident ID</code> field to your Incident object in ServiceNow

1. Navigate to <code>System Definition</code> -&gt; <code>Tables</code> -&gt; Search for and select <code>Incident</code> ​
 
 
2. Select <code>New</code> to add a new field to the <code>Incident</code> table ​ ​Type: Integer ​Column label: Jeli Incident ID ​Column name: u_jeli_incident_id ​

Navigate to <code>System Web Services</code> -&gt; <code>Scripted REST APIs</code> and select <code>New</code>

Create a new <code>Scripted REST Service</code> by providing a name and API ID. You could name this service, <code>Jeli Incoming Webhooks</code>, for example. ​

From your new <code>Scripted REST Service</code>, under the <code>Resources</code> tab, select <code>New</code> ​

From your new <code>Scripted REST Resource</code>, enter the following information: ​ ​Name: Open Incident ​HTTP Method: POST ​Relative path: /open ​Security tab: Uncheck <code>Requires authentication</code> ​ ​Script:

Please see the attachment to this help article, file name create_incident_in_servicenow.txt

​Note on configuration: The create_incident_in_servicenow script has a <code>jeliApiKey</code> variable that needs to be configured. See our API docs for instructions on generating an API key, then update this script to include that value. ​

Navigate back to your newly created <code>Scripted REST Service</code> and note the <code>Resource path</code> for your <code>Open Incident</code> resource. ​

1. Add a new <code>Jeli Incident ID</code> field to your Incident object in ServiceNow
 1. Navigate to <code>System Definition</code> -&gt; <code>Tables</code> -&gt; Search for and select <code>Incident</code> ​
 
 
 2. Select <code>New</code> to add a new field to the <code>Incident</code> table ​ ​Type: Integer ​Column label: Jeli Incident ID ​Column name: u_jeli_incident_id ​
2. Navigate to <code>System Web Services</code> -&gt; <code>Scripted REST APIs</code> and select <code>New</code>
 
 
 
3. Create a new <code>Scripted REST Service</code> by providing a name and API ID. You could name this service, <code>Jeli Incoming Webhooks</code>, for example. ​
 
 
4. From your new <code>Scripted REST Service</code>, under the <code>Resources</code> tab, select <code>New</code> ​
 
 
5. From your new <code>Scripted REST Resource</code>, enter the following information: ​ ​Name: Open Incident ​HTTP Method: POST ​Relative path: /open ​Security tab: Uncheck <code>Requires authentication</code> ​ ​Script:
 Please see the attachment to this help article, file name create_incident_in_servicenow.txt
 ​
 
 ​Note on configuration: The create_incident_in_servicenow script has a <code>jeliApiKey</code> variable that needs to be configured. See our API docs for instructions on generating an API key, then update this script to include that value. ​
6. Navigate back to your newly created <code>Scripted REST Service</code> and note the <code>Resource path</code> for your <code>Open Incident</code> resource. ​

Navigate to <code>Settings</code> -&gt; <code>Webhooks</code> in the <a href="https://app.jeli.io/settings/webhooks" rel="nofollow noopener noreferrer" target="_blank">Jeli web app</a> and select <code>Add webhook</code> ​

Create a new webhook with the following settings:

​Webhook URL: https://&lt;url of your servicenow instance&gt;/&lt;resource path from Step 6 above&gt; ​ For example, your webhook URL will look something like: <code>https://dev00000.service-now.com/api/1124078/jeli_incoming_webhooks/open</code> ​ ​Enabled Upon Creation: Enabled ​ ​Event Type Filtering: Select <code>incident.created</code> ​

1. Navigate to <code>Settings</code> -&gt; <code>Webhooks</code> in the <a href="https://app.jeli.io/settings/webhooks" rel="nofollow noopener noreferrer" target="_blank">Jeli web app</a> and select <code>Add webhook</code> ​
2. Create a new webhook with the following settings:
 ​Webhook URL: https://&lt;url of your servicenow instance&gt;/&lt;resource path from Step 6 above&gt; ​ For example, your webhook URL will look something like: <code>https://dev00000.service-now.com/api/1124078/jeli_incoming_webhooks/open</code> ​ ​Enabled Upon Creation: Enabled ​ ​Event Type Filtering: Select <code>incident.created</code> ​

Now go create an incident in Jeli and you will see a new ServiceNow incident ticket has been created!

Create a Jeli incident from a ServiceNow ticket

Navigate to <code>System UI</code> -&gt; <code>UI Actions</code> and select <code>New</code>

Configure the <code>UI Action</code> ​ ​Name: Coordinate with Jeli ​Table: Incident ​Action name: Coordinate_With_Jeli ​Show insert: Disable ​Show update: Enable ​Client: Enable ​Form button: Enable ​ ​Onclick: OpenJeliIncident() ​Script:

Please see the attachment to this help article, file name open_jeli_incident_from_servicenow.txt

​Note on configuration: The open_jeli_incident_from_servicenow script has a <code>jeliApiKey</code> variable that needs to be configured. See our API docs for instructions on generating an API key, then update this script to include that value. ​

You will now see a <code>Coordinate with Jeli</code> button on your incident form. Clicking this will create an incident in Jeli and Slack, and update the ServiceNow record to include the Jeli incident ID.

1. Navigate to <code>System UI</code> -&gt; <code>UI Actions</code> and select <code>New</code>
 
 
 
2. Configure the <code>UI Action</code> ​ ​Name: Coordinate with Jeli ​Table: Incident ​Action name: Coordinate_With_Jeli ​Show insert: Disable ​Show update: Enable ​Client: Enable ​Form button: Enable ​ ​Onclick: OpenJeliIncident() ​Script:
 Please see the attachment to this help article, file name open_jeli_incident_from_servicenow.txt
 ​Note on configuration: The open_jeli_incident_from_servicenow script has a <code>jeliApiKey</code> variable that needs to be configured. See our API docs for instructions on generating an API key, then update this script to include that value. ​
3. You will now see a <code>Coordinate with Jeli</code> button on your incident form. Clicking this will create an incident in Jeli and Slack, and update the ServiceNow record to include the Jeli incident ID.

ServiceNow Integration

Create a ServiceNow ticket when an incident is opened in Jeli

ServiceNow configuration

Jeli Configuration

Create a Jeli incident from a ServiceNow ticket

ServiceNow configuration