create_service_now_ticket_upon_alerts.yml

workflow:
  id: servicenow
  description: create a ticket in servicenow when an alert is triggered
  triggers:
    - type: alert
      # create ticket for grafana/prometheus alerts
      filters:
        - key: source
          value: r"(grafana|prometheus)"
  actions:
    - name: create-service-now-ticket
      # if the ticket id is not present in the alert, create a ticket
      if: "not '{{ alert.ticket_id }}' and {{ alert.annotations.ticket_type }}"
      provider:
        type: servicenow
        config: " {{ providers.servicenow }} "
        with:
          table_name: "{{ alert.annotations.ticket_type }}"
          payload:
            short_description: "{{ alert.name }} - {{ alert.description }} [created by Keep][fingerprint: {{alert.fingerprint}}]"
            description: "{{ alert.description }}"
          # enrich the alert with the ticket number and other details returned from servicenow
          enrich_alert:
            - key: ticket_type
              value: servicenow
            - key: ticket_id
              value: results.sys_id
            - key: ticket_url
              value: results.link
            - key: ticket_status
              value: results.stage
            - key: table_name
              value: "{{ alert.annotations.ticket_type }}"