When a ServiceNow incident is created (automatically or manually) based on a CA SOI alert, the CA Process Automation process CreateTicket creates the ticket using the configured ServiceNowConfiguration form.
Note: For more information about configuring these forms, see Configure and Test ServiceNow Connection.
You can customize the ServiceNow web service that is used at your site. In addition to the set of standard fields that exists on the default web service, custom fields are often created to support unique business needs. Some fields require a value when the incident is created, while others are optional. The CA Process Automation ServiceNow Gateway processes provide a set of predefined ServiceNow parameters. However, you can define parameters to support the customized ServiceNow web service at your site.
Configure support for custom or mandatory fields if you use any of the following fields:
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