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New Auvik alerts aren’t being sent to ServiceNow

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Scenario

Alerts triggered in Auvik aren’t being sent to ServiceNow.

Solution

Check whether the credentials set on your Auvik / ServiceNow integration are correct. From your Auvik global dashboard, select to edit the integration. Click Test Connection.

  • If you receive a pass message, click Cancel.
  • If you receive a fail message, confirm the user ID and password are correct. If you need to update either one, remember to click Save to capture the updated credentials.

If you’ve confirmed the credentials are accurate, but are still experiencing issues, we’ll dig next into configuration details. There are a few things to check in Auvik:

Have alerts been associated with the ServiceNow notification channel?

Depending on where you originally configured the notification channel, you might need to check this from the global dashboard or the client dashboard.

  1. From your Auvik dashboard, click Manage Alerts from the side navigation bar.
  2. Click Notification Channels
  3. In the display list of notification channels, find the ServiceNow channel. Check the box at the beginning of its row.
  4. Click Associate with Alerts.
  5. Confirm that alerts appear associated (True). If there are no associated alerts in the displayed list of alerts, find the one(s) you want to associate to the notification channel. Check the box at the beginning of each row.
  6. Click Save.

Now that alerts have been associated, new alerts triggered in Auvik will be sent to ServiceNow. Any alert triggered before the notification channel was updated will need to be sent separately. To do this, see How do I resend notifications?

Was there an active maintenance window when the alert triggered in Auvik?

During maintenance windows in Auvik, alerts still trigger but notifications are suppressed. Depending on where the maintenance window was originally created, you might need to check this from the global dashboard or the client dashboard. 

  1. From your Auvik dashboard, click Manage Alerts from the side navigation bar.
  2. Click Maintenance Windows.
  3. In the Configured Maintenance Windows grid, you can see if there’s an active maintenance window that matches the date and time the alert triggered.
  4. In the Maintenance History grid, you can see if there were any maintenance windows open during the date and time the alert triggered.

 

If you see a maintenance window that corresponds with the date and time of the triggered alert, you can send it to ServiceNow for tracking. To do this, see How do I resend notifications?

If everything looks good with the configuration, both in ServiceNow and Auvik, and there were no maintenance windows open, but alerts still aren’t being sent from Auvik to ServiceNow, please contact Auvik support.

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