Flashduty ServiceNow Integration

Enterprise-grade integration that connects ServiceNow Incident Management with Flashduty's intelligent alert orchestration and on-call management platform.

Overview

This integration enables seamless bidirectional synchronization between ServiceNow incidents and Flashduty alerts, providing teams with:

• 🎯 Intelligent Alert Routing: Automatically route incidents to the right teams using Flashduty's escalation policies
• 📱 Multi-Channel Notifications: Deliver alerts via SMS, Voice, Microsoft Teams, and Email
• 👥 Flexible Team Management: Select specific team members or leverage assignment groups
• 🔄 Real-Time Synchronization: Keep incident states synchronized between platforms
• 🔒 Enterprise Security: Secure credential management using ServiceNow System Properties
• 🌐 Private Deployment Ready: Full support for on-premise or private cloud deployments

Key Features

Manual Incident Dispatch

• One-click incident dispatch from ServiceNow Incident form
• Smart escalation policy selection with group-based recommendations
• Granular control over notification recipients and channels

Escalation Management

• Visual escalation path preview with multi-layer support
• Dynamic policy selection based on assignment groups
• Configurable escalation timing and conditions

Notification Flexibility

• Choose from multiple notification channels per incident
• Support for SMS, Voice Call, Microsoft Teams, and Email
• Real-time notification status tracking

User Experience

• Modern, intuitive notification dialog interface
• Group member auto-loading with select-all functionality
• Inline error reporting with detailed troubleshooting information
• Auto-closing dialog on successful submission

Architecture

┌─────────────────────────────────────────────────────────────────┐
│                        ServiceNow Instance                       │
├─────────────────────────────────────────────────────────────────┤
│                                                                   │
│  ┌──────────────┐  ┌─────────────────┐  ┌──────────────────┐  │
│  │  UI Action   │→ │   UI Page       │→ │ Script Include   │  │
│  │  (Button)    │  │   (Dialog)      │  │ (AJAX Handler)   │  │
│  └──────────────┘  └─────────────────┘  └──────────────────┘  │
│                            ↓                        ↓            │
│                     ┌─────────────────────────────────┐         │
│                     │  FlashdutySyncHelper            │         │
│                     │  (Webhook & API Integration)    │         │
│                     └─────────────────────────────────┘         │
│                                      ↓                           │
└──────────────────────────────────────┼──────────────────────────┘
                                       ↓
                        ═══════════════════════════
                              HTTPS / TLS 1.2+
                        ═══════════════════════════
                                       ↓
┌─────────────────────────────────────────────────────────────────┐
│                         Flashduty Platform                       │
├─────────────────────────────────────────────────────────────────┤
│  • Alert Orchestration Engine                                    │
│  • Escalation Policy Engine                                      │
│  • Multi-Channel Notification Delivery                           │
│  • On-Call Schedule Management                                   │
└─────────────────────────────────────────────────────────────────┘

Quick Start

📚 New to this integration? Follow our comprehensive Setup Guide for detailed, step-by-step instructions.

Installation Overview

The integration requires configuration in both Flashduty and ServiceNow platforms:

Phase 1: Flashduty Preparation (~5 minutes)

1. Create App Key for API authentication
2. Obtain Channel ID for incident routing
3. Create ServiceNow Integration and copy the webhook URL
4. (Optional) Configure Microsoft Teams integration

📖 Detailed Steps: Part 2: Flashduty Configuration

Phase 2: ServiceNow Configuration (~15-20 minutes)

1. Configure System Properties (5 properties)
2. Create Script Includes (2 components)
3. Create UI Components (1 UI Page + 1 UI Action)
4. Create Business Rule (1 component for auto-sync)

📖 Detailed Steps: Part 3: ServiceNow Configuration

Phase 3: Testing & Validation (~5 minutes)

1. Verify system property configuration
2. Test manual incident dispatch
3. Confirm notification delivery

📖 Testing Guide: Part 4: Testing

Prerequisites

Requirement	Details
ServiceNow Version	Paris or newer (tested on Tokyo, Utah, Vancouver)
ServiceNow Access	Admin role or equivalent permissions
Flashduty Account	Active account with admin access
Network Access	Outbound HTTPS (443) from ServiceNow to Flashduty API

Project Structure

fd-servicenow/
├── README.md                                          # This file
├── docs/
│   └── servicenow-configuration.md                   # Complete setup guide
└── scripts/
    ├── business-rules/
    │   └── FlashdutySendRule.js                      # Auto-sync resolved incidents
    ├── script-includes/
    │   ├── FlashdutySyncHelper.js                    # Server-side webhook handler
    │   └── FlashdutySyncHelperAjax.js                # Client-callable AJAX processor
    ├── ui-actions/
    │   └── FlashdutySendButton.js                    # "Send to Flashduty" button
    └── ui-pages/
        ├── flashduty_notification_form.html          # Notification dialog UI
        └── flashduty_notification_form_client.js     # Dialog client-side logic

Component Reference

Component Type	Name	Source File	Purpose
System Properties	flashduty.app_key	-	Flashduty OpenAPI authentication key
	flashduty.api_domain	-	API endpoint domain
	flashduty.push_url	-	Webhook integration URL
	flashduty.channel_id	-	Target Flashduty channel
	flashduty.teams_id	-	Microsoft Teams integration ID (optional)
Script Include	FlashdutySyncHelper	FlashdutySyncHelper.js	Server-side webhook & sync logic
Script Include	FlashdutySyncHelperAjax	FlashdutySyncHelperAjax.js	Client-callable AJAX endpoints
UI Action	Send to Flashduty	FlashdutySendButton.js	Incident form button
UI Page	flashduty_notification_form	flashduty_notification_form.html	Notification dialog HTML & styles
UI Page Script	(embedded)	flashduty_notification_form_client.js	Dialog client-side logic
Business Rule	Send to Flashduty	FlashdutySendRule.js	Auto-sync on incident resolution

Configuration

Required System Properties

Property	Type	Required	Description
flashduty.app_key	password	✅	Flashduty OpenAPI App Key (keep secure)
flashduty.api_domain	string	✅	API domain (e.g., api.flashcat.cloud)
flashduty.push_url	string	✅	Webhook integration URL from Flashduty
flashduty.channel_id	string	✅	Flashduty Channel ID (numeric)
flashduty.teams_id	string	⚪	Microsoft Teams Integration ID (optional)

🔐 Security Best Practice: Set flashduty.app_key as type password and mark it as Private to protect credentials.

Usage

Manual Incident Dispatch

1. Open any Incident in ServiceNow
2. Click the "Send to Flashduty" button on the form
3. In the notification dialog:
   • Select or verify the Assignment Group
   • Choose Team Members to notify
   • Select Notification Channels (SMS, Voice, Teams, Email)
   • (Optional) Select an Escalation Policy
4. Click "Send to Flashduty"
5. Dialog automatically closes on success

Automatic Incident Sync

Incidents are automatically synchronized to Flashduty when:

• State changes to Resolved or Closed (via Business Rule)

Troubleshooting

Common Issues

🔴 HTTP Status 0 / Connection Refused

Symptoms: API calls fail with status 0, no response body

Root Causes:

• SSL certificate not trusted by ServiceNow
• Network connectivity blocked
• Firewall rules preventing outbound HTTPS

Solutions:

1. Navigate to System Security → Certificate Management
2. Import Flashduty API SSL certificate chain
3. Verify outbound HTTPS (443) connectivity
4. Contact network team to whitelist Flashduty API domain

🟡 Escalation Policies Not Loading

Symptoms: Empty dropdown or "No policies available" message

Solutions:

1. Verify flashduty.app_key is correctly configured
2. Check flashduty.channel_id matches your Flashduty channel
3. Review System Logs → Application Logs for API errors
4. Test API connectivity using Part 4.1

🟡 "Send to Flashduty" Button Missing

Solutions:

1. Verify UI Action is Active
2. Confirm Table is set to Incident [incident]
3. Check Form button checkbox is enabled
4. Clear browser cache and refresh

🟢 Detailed Error Messages in Dialog

NEW: The integration now displays detailed error messages directly in the notification dialog, including:

• HTTP status codes and response bodies
• API error messages with request IDs
• Configuration validation errors

Check the alert dialog for specific troubleshooting guidance.

📖 Full Troubleshooting Guide: docs/servicenow-configuration.md#troubleshooting

Documentation

Document	Description
Complete Setup Guide	Step-by-step installation and configuration instructions
Troubleshooting	Common issues and solutions

Support

Getting Help

1. Check Documentation: Review the Setup Guide
2. ServiceNow Logs: Navigate to System Logs → Application Logs and filter by "Flashduty"
3. Test Configuration: Run the test script in Part 4.1
4. Contact Support: Reach out to Flashduty support with:
   • ServiceNow version
   • System log excerpts
   • Configuration screenshots (redact credentials)

Reporting Issues

When reporting issues, include:

• ServiceNow instance version
• Integration component versions
• Error messages from System Logs
• Steps to reproduce the issue

License

Copyright © Flashcat Cloud. All rights reserved.

This software is proprietary and confidential. Unauthorized copying, distribution, or use is strictly prohibited.