Integrations
Service Observability
Overview
This document provides a detailed guide to integrating Service Observability (ServiceNow Cloud Observability / formerly Lightstep) with Callgoose SQIBS for real-time Incident Management, Incident Auto Remediation, and Event-Driven Automation.
This integration enables automatic creation, updating, and resolution of incidents in Callgoose SQIBS based on alerts generated in Service Observability.
The guide includes steps for creating alert policies in Service Observability, configuring webhook notifications, creating API filters in Callgoose SQIBS, and troubleshooting.
Prerequisites
- ServiceNow Cloud Observability (Lightstep) account
- Callgoose SQIBS account with permissions to create API filters
- Webhook/API Endpoint generated in Callgoose SQIBS
- API Token from Callgoose SQIBS
1. Obtain API Token and Endpoint Details
To integrate with Callgoose SQIBS, first obtain an API token and endpoint URL.
1.1 Generate an API Token
- Follow the document: How to Create API Token in Callgoose SQIBS.
- Copy the generated token for later use.
1.2 Find the API Endpoint
- Refer to Callgoose SQIBS API Endpoint Documentation.
- Your endpoint will follow the format:
https://****.callgoose.com/v1/process?from=ServiceObservability&token=xxxx
2. Configuring Service Observability to Send Alerts
Service Observability (Lightstep) supports alert policies with webhook-based notifications. These webhooks forward alert payloads to Callgoose SQIBS.
2.1 Install & Set Up Service Observability (Optional if already using)
2.1.1 Create a Service Observability Account
- Go to the ServiceNow Cloud Observability signup page.
- Create an organization or join an existing one.
- Log in to the Cloud Observability console.
2.2 Create a Webhook Destination
- Navigate to Project Settings
- Select Integrations → Webhooks
- Click New Webhook Destination
- Enter the following:
- Name: Callgoose SQIBS
- Webhook URL: Your API Endpoint
- Secret (optional): Can be left blank
- Save the webhook destination
2.3 Create an Alert Policy
- Go to Alerts → Alert Policies
- Click Create Alert Policy
- Define:
- Signal / Latency / Error Budget / Custom Metrics
- Threshold conditions
- Under Notifications, choose:
- Webhook → Callgoose SQIBS
- Save the alert policy
2.4 Test the Webhook
- Service Observability provides a Send Test Notification button.
- Click it to send a sample payload to Callgoose SQIBS.
- Verify that Callgoose SQIBS receives the test alert.
3. Example JSON Payloads From Service Observability
These payloads are representative of what Lightstep/Service Observability sends.
3.1 Triggered Alert Payload
{
"condition_id": "abc123",
"alert_id": "policy_01",
"status": "firing",
"summary": "High Latency detected",
"description": "p99 latency exceeded 500ms",
"started_at": "2025-01-10T12:30:00Z",
"severity": "critical"
}
3.2 Resolved Alert Payload
{
"condition_id": "abc123",
"alert_id": "policy_01",
"status": "resolved",
"summary": "Latency normal",
"description": "p99 latency back to normal levels",
"ended_at": "2025-01-10T12:42:00Z",
"severity": "info"
}
4. Configuring Callgoose SQIBS
4.1 Create API Filters
API filters are required to map incoming alert payloads to incidents.
4.1.1 Trigger Filter (For Creating Incidents)
- Payload JSON Key: status
- Key Value Contains: firing
- Map Incident With: condition_id
- Incident Title From: summary
- Incident Description From: (optional)
- Leave empty to use full JSON payload.
4.1.2 Resolve Filter (For Resolving Incidents)
- Payload JSON Key: status
- Key Value Contains: resolved
- Incident Mapped With: condition_id
5. Testing & Validation
5.1 Triggering Alerts
- Trigger a failure or condition in Service Observability
- Confirm a new incident appears in Callgoose SQIBS
5.2 Resolving Alerts
- Once the metric returns to normal, Service Observability sends a resolved payload
- Confirm the incident in Callgoose SQIBS auto-resolves
6. Debugging & Troubleshooting
- Enable Debug in the API Token settings
- Review logs under API Log in Callgoose SQIBS
- Common issues:
- No incident created → incorrect webhook or API filter
- Incident not resolved → mismatched condition_id
- Payload not received → verify webhook configuration
7. Security Considerations
- Keep API token private
- Use HTTPS endpoints only
- Restrict webhook access where possible
- Rotate API tokens periodically
8. Conclusion
By following this guide, you can integrate Service Observability (Lightstep) with Callgoose SQIBS for seamless incident creation, updates, and resolution.
This ensures your DevOps and SRE teams have real-time visibility into system performance and alerts.
For additional reference:
