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README.md

Zabbix ServiceNow Webhook Upgrade Guide

Overview

This guide provides instructions for enhancing your existing ServiceNow webhook with additional features, such as updating events with Incident Number and URL, and auto-closing incidents upon event resolution. These enhancements are tailored for Zabbix 6.4 installations.

ServiceNow Webhook Configuration

To configure the ServiceNow webhook, follow the instructions provided in zabbix/zabbix/templates/media/servicenow.

New Custom Changes

We're introducing the following enhancements:

  1. Caller ID Addition: Incorporate the Caller ID when logging tickets in ServiceNow.
  2. CMDB CI Inclusion: Add CMDB CI details to incidents for better tracking.
  3. Contact Type Specification: Include the Contact Type in incidents for classification.
  4. Ticket Updates: Update tickets with event changes via comments.
  5. Auto-Closure: Automatically close tickets when events are resolved.

Benefits

Deploying these enhancements offers several advantages:

  1. Enhanced Reporting: Custom details improve incident documentation.
  2. Targeted Assignments: Assign incidents to specific groups based on criteria.
  3. Streamlined Process: Automating incident closure frees up engineers for technical tasks.
  4. Accurate Metrics: Time to Detect (TTD) and Time to Resolve (TTR) metrics become more reliable.

Required Changes

Follow these steps to implement the upgrades:

  1. Additional Parameters: Introduce new parameters as needed:
    • caller_id: Provide the sys_id of the user for the Caller field.
    • cmdb_ci: Utilize {EVENT.TAGS.sysid} to populate the Configuration Item field.
    • contact_type: Set as "monitoring" for Channel field classification.
    • zabbix_auth: Use {$ZABBIX_AUTHCODE} to authenticate event updates.
    • zabbix_zurl: Incorporate {$ZABBIX_ZURL} for event update URLs.

New Parameters

  1. API Token Configuration: Set up an API Token in Zabbix for zabbix_auth.

  2. Global Macros Configuration: Configure the following macros in Global Macros.

Global Macros

  1. Host Configuration: Add the "sysid" tag to hosts for updating the Configuration Item when an incident is logged.

Host Config

  1. Script Replacement: Replace the existing script with the one provided in Script.js.

Supported Versions

These upgrades are compatible with Zabbix version 6.4.