Creating Incidents in AI SRE from ServiceNow

This guide walks you through setting up an integration in Harness AI SRE to receive incident data from ServiceNow. By following these steps, you'll be able to automatically create incidents in Harness AI SRE based on ServiceNow incidents.

Integration Setup Process

1. Create the Integration in AI SRE

1. Navigate to Integrations in AI SRE.

2. Click New Integration.

3. Set the following values:

   • Name: ServiceNow Incidents
   • Type: Incident
   • Template: Leave blank (not yet available)
   

4. Copy the generated Webhook URL.

2. Test the Integration with cURL

Use the following curl command to test sending incident data from ServiceNow. Replace YOUR_URL with the URL you copied from AI SRE.

curl -X 'POST' 'YOUR_URL' \
  -H 'host: IR' \
  -H 'user-agent: ServiceNow/1.0' \
  -H 'x-snc-integration-source: c9fdbaf8ebbce694c040fddacad0cd90' \
  -H 'content-type: application/json' \
  -d $'{
    "number": "INC0010166",
    "reported_by_email": "admin@example.com",
    "opened_at": "2025-07-08 18:08:05",
    "impact": "1",
    "urgency": "1",
    "short_description": "Testing SNOW Creation",
    "description": "Testing SNOW Creation",
    "category": "software",
    "priority": "1",
    "sys_id": "096654f28362ea10ea8ff3a6feaad338",
    "subcategory": null,
    "state": "2",
    "incident_url": "https://dev319566.service-now.com/nav_to.do?uri=/incident.do?sysparm_query=number=INC0010166"
  }'

3. Configure Payload in AI SRE

1. In AI SRE, go to the newly created ServiceNow Incidents integration.
2. Click Payload Configuration.
3. Click Refetch Payload to load the fields.
4. Select all available values for use in AI SRE.

custom fields

If custom ServiceNow fields are not showing up, update your ServiceNow Business Rule to include those fields in the payload.

Data Mapping: ServiceNow to AI SRE

State → Status Mapping

ServiceNow Value	ServiceNow Label	AI SRE Status
1	New	New
2	In Progress	Investigating
3	On Hold	Monitoring
4	Resolved	Closed
5	Closed	Closed
6	Canceled	Closed

Priority → Severity Mapping

ServiceNow Value	ServiceNow Label	AI SRE Severity
1	Critical	SEV0:Critical
2	High	SEV1:Major
3	Moderate	SEV2:Moderate
4	Low	SEV3:Minor
5	Planning	SEV4:Cosmetic

mapping usage

Use these mappings when parsing state and priority from the webhook payload to translate ServiceNow values into meaningful context within AI SRE.