ServiceNow Webhook

Receive ServiceNow incident notifications directly into NudgeBee. When an incident is created or updated in ServiceNow, NudgeBee automatically creates an event enriched with incident details.

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Step 1: Create the Webhook in NudgeBee

1. Navigate to Integrations > Webhooks tab.
2. Click the ServiceNow Webhook card.

3. Fill in the configuration:
   • Account — select the NudgeBee account to receive events.
   • Integration Config Name — a descriptive name for this webhook (e.g., Production Incidents).

4. Click Save. NudgeBee generates a unique webhook URL.

5. Copy the webhook URL from the dialog. It follows this format:

https://<your-nudgebee-domain>/api/webhooks/servicenow?token=<generated-token>

Keep this URL — you will configure it in ServiceNow in the next step.

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Step 2: Configure ServiceNow Outbound REST Message

1. In ServiceNow, navigate to System Web Services > Outbound > REST Message.
2. Click New to create a new REST message.
3. Configure the REST message:
   • Name: enter a descriptive name (e.g., NudgeBee Webhook).
   • Endpoint: paste the NudgeBee webhook URL from Step 1.
4. Under HTTP Methods, create a new POST method:
   • Name: POST
   • Endpoint: paste the same NudgeBee webhook URL.
   • HTTP Headers: add Content-Type: application/json.
5. Click Save.

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Step 3: Create a Business Rule to Trigger the Webhook

1. In ServiceNow, navigate to System Definition > Business Rules.
2. Click New to create a new business rule.
3. Configure the business rule:
   • Name: enter a descriptive name (e.g., NudgeBee Incident Webhook).
   • Table: select Incident [incident].
   • When to run: select after insert and/or update, depending on when you want to notify NudgeBee.
4. In the Advanced tab, add a script that calls the REST message created in Step 2 with the incident details as the JSON payload.
5. Click Save.

For more details on ServiceNow outbound integrations, see ServiceNow's REST Message documentation.

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How It Works

When ServiceNow sends a webhook payload to NudgeBee, the following processing occurs:

State Mapping

ServiceNow State	NudgeBee Status
New, In Progress, On Hold	Firing
Resolved	Resolved
Closed	Resolved

Priority Mapping

ServiceNow Urgency	NudgeBee Priority
1 - High	High
2 - Medium	Medium
3 - Low	Low

Event Deduplication

Events are deduplicated using a fingerprint derived from the incident sys_id. Repeated webhook calls for the same incident update the existing event instead of creating duplicates.

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Verify the Integration

1. In ServiceNow, create or update a test incident that matches the business rule criteria.
2. In NudgeBee, navigate to Events and verify the incident appears with:
   • Correct title and priority
   • Incident details evidence attached

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Troubleshooting

Issue	Resolution
Webhook URL returns 401	Verify the token query parameter in the URL is correct. Regenerate the integration if needed.
Events not appearing at all	Check that the ServiceNow business rule is active and the REST message endpoint URL is correct.
Duplicate events	Expected behavior — NudgeBee deduplicates by sys_id. State updates (e.g., In Progress → Resolved) update the existing event.