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Mobile alerting with tracking & escalation for ServiceNow

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 Why SIGNL4

SIGNL4 complements ServiceNow with real-time mobile alert notifications to IT ops, helpdesk or maintenance teams on duty. Team members will be notified persistently until acknowledgement via push, text and voice calls. Incident ownership can then be seen and tracked throughout the team. This significantly accelerates the response to critical incidents that need swift attention and resolution.

 How it Works

Installing the SIGNL4 app via the Application Manager will trigger ServiceNow to send notifications to IT professionals immediately.

 Integration Capabilities

  • Acknowledge and act on open alerts in SIGNL4
  • ITSM staff will receive enriched push notifications with event parameters on their mobile devices as incidents occur
  • Team members will begin to receive notifications from ServiceNow right after getting back “on-duty”
  • Fix progress can be communicated via ChatOps in SIGNL4
  • Integrate simply with an inbound webhook
  • On-call scheduling to alert the right people at the right time

 Scenarios

  • Operations Management
  • Service Delivery
  • Mobile maintenance dispatching

How To Integrate

In this section, please follow the exact steps required to successfully install/configure the instance after installing your application:

  1. Install the SIGNL4 application from the ServiceNow marketplace to your ServiceNow instance
  2. In the navigator, type in “sys_properties.list
  3. In the list search for Name that equals “x_degmh_signl4.TeamSecret
  4. Open the record and enter your SIGNL4 team secret in the value field. Afterwards click on Update. Details on how to find your team secret can be found here:

http://help.signl4.com/article/whatandwhereismy‘teamsecret’/

  1. In the navigator, type in “sys_script_list.do
  2. Search for a record with the name “Notify major incidents via SIGNL4” and open its details
    • Adjust the “When to run” criteria according to your needs. With the criteria you define what a major incident in your business scenario is (e.g. Urgency is High).
    • At the same time you define when you what to forward such incidents to SIGNL4

(e.g. trigger condition is INSERT and/or UPDATE of an incident).  Checking both boxes will result in two alerts being sent but only one alert after that which is Update.  To only receive one alert please check Update only.

  1. You are done. Proceed with section 5.

Testing the configuration

After you have completed the setup configuration described in the previous section, perform the following steps:

  1. Log an incident that triggers the business rule (e.g. matches its criteria)
  2. Open the SIGNL4 app or login to the SIGNL4 portal (https://account.signlcom/manage) and find your ServiceNow incident in the New Signls view. Or in the Signls overview in the web portal.
  3. If you would like to see updates from the acknowledged Signls report back to ServiceNow, please let us know via chat.

    

Alert Optimization

SIGNL4 can further increase the visibility of alerts through its Signals and Services section.  Augmenting the color and icon of alerts will provide more relevant information at a glance without having to open the alert.

Change Alert Color and Override Title + Text 

Override text, colors and titles are triggered by keywords set within the mobile app.

              

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