ManageEngine® Applications Manager Integrating with ServiceNow | ||
ServiceNow is a web-based Help Desk and Asset Management
software. With ServiceNow, you can automatically log trouble
tickets for specific alarms and manage incidents from Applications
Manager.
Applications Manager has the ability to automatically log
trouble tickets for a specific alarms and to notify the
concerned technician when a particular process exceeds the
set threshold point. Along with the provision to e-mail,
SMS, and other notifications, alarms can also be tracked by
automatically logging trouble tickets to a help desk
software. Applications Manager takes care of the two way
synching of Alerts & Tickets status from ServiceNow. For
example, you can automatically log a ticket when an alarm is
raised, reopen the ticket whenever an alarm is re-occurred
or close the ticket if the alarm is cleared.
Under Admin Tab, click on Product Settings > Add-On Settings > Product Settings
Add-on Settings - Product Settings page is displayed.
Click on Add action for HelpDesk. This takes you to the ManageEngine ServiceDesk Plus Server Details page with a choice to Select HelpDesk Product. Choose ServiceNow.
Provide the Instance name (e.g.: [instancename].service-now.com) , User name and Password. Secure connection will be used by default while connecting to ServiceNow and so the protocol must not be specified in the Instance field.
You can configure the following settings:
Set Applications Manager to perform one of the following actions when an alarm is raised again for a closed ticket:
To reopen the ticket whenever an alarm re-occurrs
To reopen the ticket within a certain number of
days from the closed time. If the ticket cannot
reopened, a new ticket is automatically created
To create a new ticket or to open a new ticket whenever an alarm has re-occurred.
Set Applications Manager to perform one of the following actions when an alarm is cleared for a ticket:
To close the ticket
To update the notes associated with that ticket
Add notes for the ticket whenever an annotation is made for the alarm
Enable on-demand ticket generation using :
Raise a ticket action, so that you can raise a ticket on demand using a ticket action from alarms page. The new on-demand tickets are mapped to the respective configuration items
Request Form, so that you can raise a ticket on demand using the request form from alarms page. The new on-demand tickets are mapped to the respective configuration items
Access ticket details from Application Manager. User can access the ticket details from the ticket details link in the alert details page
Launch Read only ticket. When selected, the ticket details launched from Applications Manager would be read only
Update the ticket only if there is a status change in
the alarm
If enabled, action is triggered only when there is a
status change in alarm
Reference:
Integrating with ServiceDesk Plus |
Integration with Portals |