Join this online group to communicate across IBM product users and experts by sharing advice and best practices with peers and staying up to date regarding product enhancements.
Purpose of Workflow: Create ServiceNow ticket with information from SevOne alert.
Description: The workflow receives information from SevOne alert and captures the relevant information from alert. This information is used to create an incident in ServiceNow. The Incident number is saved in the workflow and appended to the “comments” section in SevOne. The workflow checks if this is a known alert with an open incident before opening a new incident.
List of requirements:
SANO Version: 2024.1.497 or later
SevOne Version: 6.3.0 or newer
ServiceNow: Developer Version
Environment Required:
SANO: needed to get list of network devices
SitePlanner Authentication token
SevOne: Alert webhook triggers SANO workflow
SevOne UserID/Password for authentication
ServiceNow: Developer instance that will be used to open service incidents
Inputs:
SevOne Alert information. If webhook trigger is used in SevOne to initiate the workflow, the alert information is sent by SevOne. If the workflow is being initiated manually the SevOne alert information will have to be entered manually as input.
Setup:
Workflow: SevOne alert triggers a webhook which initiates a SANO workflow.
Workflow: Receives the alert information and parses the alert data to get relevant information about the alert and device generating the alert.
Workflow: Checks if an incident already exists in ServiceNow by checking the comments section of the “Alert” for string “Incident”. If the incident ID exists in comments section, the workflow does not open a new incident. User is informed an incident ID exists and the ID is shown.
Workflow: If the received alert is new, workflow opens a new Incident in ServiceNow and captures the Incident ID. This Incident ID is appended to the “Comment” section of the Alert that triggered the workflow.
Instructions:
To Run the Workflow:
Execute the workflow.
Expected results:
A message indicating the new or existing incident ID in ServiceNow is shown.