Integrating with ServiceNow › How to Configure a ServiceNow Integration › Using the SerivceNow Integration › Create an Incident Manually

Create an Incident Manually

You can create a ServiceNow incident for any CA SOI alert manually under either of the following conditions:

• You are not using automatic incident creation.
• The alert does not satisfy the escalation policy but warrants incident creation.

Follow these steps:

1. Select alert to generate the ServiceNow incident in the Alerts of the Operations Console.

   Alert information displays in the Component Detail pane. An empty Ticket ID field indicates that an incident is not created.

2. Right-click the alert and select Take Action.

   The Select Action dialog opens.

3. Do one of the following tasks:
   • Select an existing escalation policy action to submit the incident.
   • Click Create and create a Create Ticket action in the Escalation Action Editor.
4. (Optional) Select Use this selection as the default and do not show this dialog again to hide this dialog in the future and use the default action. You can toggle this option in the Preferences dialog.
5. Click OK.

   An incident opens in ServiceNow that contains details about the alert. It uses the properties that are specified in the created ticket action that you select. A confirmation dialog displays the ticket ID.

   Note: It takes up to a minute for the incident to be created and reflect in CA SOI.

If the incident is not generated, ensure that ServiceNow does not contain custom or mandatory fields that are not defined on the CA Process Automation configuration forms. For more information about how to customize ServiceNow incident fields, see How to Customize ServiceNow Incident Fields with CA SOI Alert Parameters.