Oracle Enterprise Manager (OEM) Integration with ServiceNow (SNOW) – Complete Configuration Guide

 

Oracle OEM to ServiceNow Integration for Automatic Incident Creation

In enterprise environments, Oracle Enterprise Manager (OEM) continuously monitors databases, hosts, middleware, and engineered systems. However, monitoring alone is not enough. Organizations need automated incident creation so that operations teams can respond immediately whenever a critical alert occurs.

Integrating Oracle Enterprise Manager (OEM) with ServiceNow (SNOW) enables automatic ticket generation, ensuring every critical alert is tracked, assigned, and resolved through the organization's ITSM process.

This guide demonstrates the complete configuration process used in production environments.

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Purpose

To configure and validate the integration between Oracle Enterprise Manager (OEM) and ServiceNow for automatic incident creation and management.

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Scope

This procedure applies to:

• Oracle Enterprise Manager Administrators
• Oracle DBAs
• Monitoring Administrators
• ServiceNow Administrators
• IT Operations Teams

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Architecture

Oracle Database
        │
        ▼
Oracle Enterprise Manager (OEM)
        │
        ▼
Management Connector
        │
        ▼
REST API
        │
        ▼
ServiceNow
        │
        ▼
Incident Created
        │
        ▼
Assignment Group
        │
        ▼
Operations Team

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Step 1 – Access Management Connectors

Login to Oracle Enterprise Manager Cloud Control.

Navigate to:

Setup
   ↓
Extensibility
   ↓
Management Connectors

The Management Connectors page displays all configured external integrations.

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Step 2 – Verify Connector Status

Locate the ServiceNow Connector.

Verify its status.

Healthy Connector

🟢 Green Status

This indicates:

• OEM can communicate with ServiceNow.
• Connector is active.
• REST API communication is successful.

If the connector is not green:

• Verify ServiceNow URL.
• Verify firewall connectivity.
• Verify credentials.
• Check OEM Management Connector logs.
• Validate API endpoints.

Do not continue until the connector status is healthy.

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Step 3 – Configure Connection Settings

Open the ServiceNow Connector.

Navigate to:

Connection Settings

Configure the required REST API endpoints.

Typical operations include:

• Incident Create
• Incident Update
• Incident Query
• Incident Close

Ensure the ServiceNow instance URL is correct and reachable.

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Step 4 – Configure Authentication

Provide the ServiceNow integration account.

Example:

Username

oracle_integration

Password

Retrieve securely from the organization's password vault (for example, KeePass).

Never store passwords in plain text.

Best practice:

• Dedicated integration account
• Minimum required privileges
• Password rotation policy
• Vault-based credential management

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Step 5 – Test the Connection

Before enabling production alerts:

Open

Test Connection

Enter a valid ServiceNow Incident Number.

Example:

INC0012345

Click:

Test

Expected Result:

• OEM successfully connects.
• Incident information is retrieved.
• Connection validation completes successfully.

If the test fails:

• Verify credentials.
• Verify API permissions.
• Check connector logs.
• Validate ServiceNow REST API availability.

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Step 6 – Configure Incident Template

Navigate to:

Template Settings

Open:

ServiceNow Incident Create and Update

This template determines the information automatically populated whenever OEM creates an incident.

Common pre-filled fields include:

• Caller
• Contact Type
• Assignment Group
• Business Service
• Configuration Item (CI)
• Category
• Subcategory
• Impact
• Urgency
• Priority
• Work Notes
• Description

A well-designed template ensures standardized ticket creation and faster incident handling.

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Example Incident Flow

Database Down
      │
      ▼
OEM Detects Alert
      │
      ▼
Severity = Critical
      │
      ▼
Management Connector
      │
      ▼
ServiceNow REST API
      │
      ▼
Incident Created
      │
      ▼
Assignment Group = Oracle DBA
      │
      ▼
Email Notification
      │
      ▼
DBA Begins Troubleshooting

---

Validation Checklist

Check	Status
OEM Connector Installed	✅
Connector Status Green	✅
ServiceNow URL Reachable	✅
Authentication Successful	✅
Test Connection Passed	✅
Incident Template Configured	✅
Automatic Ticket Creation Verified	✅

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Production Example

OEM Alert Generated

Target

PRODDB01

Alert

Database Availability

Severity

Critical

Message

Database Instance PRODDB01 is Down

↓

OEM automatically sends the alert to the configured ServiceNow connector.

↓

ServiceNow Incident Created

Incident Number

INC00125874

Short Description

Critical OEM Alert - PRODDB01 Database Down

Assignment Group

Oracle DBA Team

Priority

P1

Impact

High

Urgency

High

Status

New

↓

The Oracle DBA team receives the notification and immediately begins troubleshooting.

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Best Practices

• Use a dedicated ServiceNow integration account.
• Secure credentials using a password vault.
• Validate connector health after OEM upgrades.
• Test integration after ServiceNow maintenance.
• Configure meaningful assignment groups.
• Standardize incident templates across environments.
• Monitor connector logs for failed API calls.
• Periodically verify end-to-end incident creation.

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Conclusion

Oracle Enterprise Manager and ServiceNow integration enables automated incident management, reducing manual effort and improving response times for critical database events. By validating connector health, securing authentication, testing connectivity, and maintaining standardized incident templates, organizations can ensure reliable, consistent, and auditable incident creation.

A successful deployment is confirmed when an OEM-generated critical alert automatically creates a corresponding ServiceNow incident with the correct assignment group, priority, and incident details—allowing the operations team to respond without delay.