JAMS Incident Management | Alerting, escalation and on-call

Your ServiceNow Connections

Each Connection bundles your instance credentials + recipients + escalation + a webhook URL. Point a ServiceNow Business Rule (or Flow Designer action) at that URL.

No ServiceNow Connections yet. Create one below.

Create a ServiceNow Connection

One Connection covers all ServiceNow incidents that POST to its webhook URL. The instance credentials below are used to write Acknowledge / Resolve back into ServiceNow.

1. Name this Connection

Connection name

Identifies this Connection in JAMS. Free-form.

2. ServiceNow instance & write-back auth

Instance URL

Your ServiceNow instance base URL. Used for the Table API write-back on Acknowledge / Resolve.

Authentication

Basic (username / password)OAuth 2.0 (password grant)

Basic is fastest for a dev instance; OAuth is the production-grade path. Either way, the account needs write access to the Incident table.

Username

Password

3. Who gets notified?

No team members or groups loaded. Add team members → or create a group →

Incidents get delivered to everyone selected, in escalation order. Groups expand to their current members at notification time. Teams/Slack channel posts deliver to that channel on their own.

Channels to use

Voice call is the most reliable for critical incidents.

Escalation interval (minutes)

Wait this long for each recipient to ack before moving to the next.