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ServiceNow Alerts Integration (Legacy)

📝 Note
This integration is legacy. The recommended ServiceNow integration is with ServiceNow Incident Management, covered in ServiceNow Incident Management Integration. New deployments should use that integration instead.

Overview

Hotlist alerts can generate ServiceNow tickets directly.

Creating a Ticket from an Alert

Open the alert in the Hotlist and choose Create Ticket from its options menu.

Alert Details options menu with Create Ticket highlighted, alongside View Alert History, Claim Alert, Assign Alert, Suppress Alert, and Resolve Alert
Create Ticket in the Alert Details options menu

The Create ServiceNow Ticket dialog opens with the Room, Zone, Category, and Subcategory carried across from the alert, and the Short Description and Description fields pre-populated with the room, device, and fault. Set Impact and Urgency, and assign the ticket using the Assigned To, Business Service, and Configuration Item dropdowns. Select Create to raise the ticket in ServiceNow.

Create ServiceNow Ticket dialog with Room, Zone, Category, Subcategory, Impact and Urgency fields and auto-populated Short Description and Description
The Create ServiceNow Ticket dialog, populated from the selected alert

For implementation details and pricing, contact your Innomate representative.