ITSM Ticket Creation
Service Now tickets created outside SmartOps is made available in SmartOps elastic search and UI.
To configure ITSM ticket creation, an IHub Administrator user can:
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Configure API scanner to poll Servicenow tickets of a particular user. For more information on Creating channels, see Channel Creation.
Configuring api channel details include parameters as follows
Request type - GET
Url -https://ustglobaldev.service-now.com/api/now/table/incident
Username - For example: Mahesh.nandanan
Password - For example: Sndev@23161
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sysparm_query |
sys_created_onRELATIVEGT@minute@ago@15 |
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sys_created_by |
Mahesh.nandanan |
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sysparm_fields |
number,description,short_description,sys_ |
|
sysparm_display_value |
True |
|
JSON Mapping SHIFT |
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|
result/*/description |
senseParams.description |
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result/*/number |
senseParams.issueId |
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result/*/impact |
senseParams.impact |
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result/*/sys_id |
senseParams.sys_id |
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result/*/assigned_to/display_value |
senseParams.assigned_to |
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result/*/urgency |
senseParams.urgency |
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result/*/sys_created_on |
senseParams.sys_created_on |
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result/*/short_description |
senseParams.short_description |
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result/*/state |
senseParams.state |
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result/*/priority |
senseParams.severity |
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Default |
|
|
*/senseParams/source |
Itsm |
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*/automationStoryName |
PwfITOpsAddAlerts |
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Create tickets for that user in Service now which will bring service now tickets details with source as ITSM to our Elastic search and show in UI as shown:
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