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

Using the SerivceNow Integration

After the integration of ServiceNow through the CA Process Automation ServiceNow Gateway, you can create a ServiceNow incident from any CA SOI alert that is displayed in the Operations Console. You can do so automatically using alert escalation policy or manually. Both methods generate the same incident.

When you create a ServiceNow incident from CA SOI, the following actions occur:

• Creates a service desk case of type Incident in the ServiceNow system that is tied to the CA SOI alert. This incident is assigned ServiceNow-generated identifier that appears as the ticket number in ServiceNow. This value is then updated in the Ticket ID of the alert in CA SOI.
• Populates the incident with CA SOI alert data such as, impact, description, and short description.
• Populates ServiceNow-only incident fields using system-specified default values such as the severity, urgency, priority, category, and state. Set these values in CA Process Automation.

  Note: For more information about how to configure and test ServiceNow, see Configure and Test ServiceNow Connection.

After you create the incident, you can display it in ServiceNow directly from the Operations Console.

This section describes how to generate, view, and manage ServiceNow incidents from CA SOI.