Integrating with ServiceNow › How to Configure a ServiceNow Integration › Using the SerivceNow Integration › Automatic ServiceNow Incident Creation

Automatic ServiceNow Incident Creation

The CA Process Automation ServiceNow Gateway automatically creates ServiceNow incident when a CA SOI alert is generated. To configure an automatic ServiceNow incident creation, do one of the following tasks:

• Configure global alert escalation policy with a create ticket action.
• Configure non-global alert escalation policy for a service or alert queue with a create ticket action.
• Update existing policy to add a create ticket action.

For more information about how to create and implement an alert escalation policy, see the CA SOI Administration Guide.

When you configure the global alert escalation policy correctly, the ServiceNow incident automatically creates after an alert is generated. Monitor the Alerts tab of the Operations Console Contents pane for new alerts and automatic incident generation.

Note: After an alert is generated, it takes up to a minute for the incident to be created and reflected in CA SOI.

After the ServiceNow incident is created, the following data displays in the CA SOI alert:

• The Ticket ID field is populated with the new incident identifier number.
• The Ticket ID field is also populated with a context-sensitive link to start ServiceNow and display the created incident for the alert.

Note: If the incidents are not generated, verify that the ServiceNow does not contain custom or mandatory fields that are not defined on the CA Process Automation configuration forms. For more information about the customization, see How to Customize ServiceNow Incident Fields with CA SOI Alert Parameters.