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

View an Incident

After the ServiceNow Incident is created for an alert, start ServiceNow directly from the Operations Console and use the context-sensitive link in the Alert Details to view and monitor the incident that is associated with an alert.

Follow these steps:

1. Select the alert for which you want to view a ServiceNow incident in the Alerts of the Operations Console.

   Alert information displays in the Alert Details of the Component Detail pane. A populated Ticket ID field indicates that ServiceNow incident is created for the alert.

2. Click the link in the Ticket ID field of the Alert Details.

   Note: If no link is available for the Ticket ID, the ServiceNow server is probably unreachable. Check the ServiceNow server to ensure that it is running.

3. Enter valid credentials and click Log In.

   The ServiceNow Incident (Modify) page opens with values specific to the incident generated for the selected alert. From this page, update and save changes directly to the incident.

   The following fields contain CA SOI-specific information:

   Short Description

   Contains the entire Source field from the CA SOI alert.

   Description

   Contains a configurable text that is prefixed to the Summary field from the CA SOI alert.