create a ticket in itsm tool from Automic API call

[Abhishek Nayak]

Hi Team,

Our client requested that we invoke the ServiceNow API from Automic to create a ticket whenever a job fails in Awi. Service now is the itsm tools we are using for ticketing . Please let us now if api call is possible from awi or not? If possible please guide us and let us know the process.

Thanks,

Abhishek

 

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[Juergen Lechner]

Hi Abhishek,

yes it is possible. I have not yet done it myself. But one if my customers has a self developed Request Management tool. Every activity is documented in form of a ServiceNow Change that has been created via the REST api. According to the developer it has a certain degree of complexity.

You might start with https://www.servicenow.com/community/developer-forum/how-to-create-incident-in-service-now-using-automic/m-p/2103066

Regards,
Juergen

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Juergen Lechner
Managing Consultant
setis GmbH
Germany
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[Abhishek Nayak]

Hi Juergen,

Thanks for your help, for providing the the forum site.

Thanks,

Abhishek

[Michael Dolinek]

Hi Abhishek,

Please have a look at our ServiceNow Action Pack at our Marketplace as a starting point to access ServiceNow from Automic Automation.

see https://docs.automic.com/marketplace/browse/servicenow-action-pack

There are also other Action Packs offered by the Community to interact with ServiceNow.

see https://docs.automic.com/marketplace/browse?search=SERVICENOW&marketplace_category_value_id=1565173278634

Michael

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Michael K. Dolinek

Engineering Program Manager | Agile Operation Division
Broadcom Software
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[Abhishek Nayak]

Hi Michael,

Thanks for your help in this matter, can you please provide me any support doc  so that I can go through it, and configure this setup in Automic?

Thanks,

Abhishek

[Michael Dolinek]

Hi Abishek,

 

first you have to install the Action Pack ServiceNow into every Client where you want to use an Action (see  https://docs.automic.com/documentation/webhelp/english/AA/24.1/DOCU/24.1/Automic%20Automation%20Guides/Content/AWA/AdministrationPerspective/AG_packs.htm?tocpath=Administering%20and%20Configuring%7CAdministering%20Automic%20Automation%7C_____13). In this case you also have to have a RA REST agent available, which can access your ServiceNow instance because these Actions interact with ServiceNow by using REST.

After the installation of the Pack several Actions (of this or other Action Packs) can be used when designing a workflow. Simply drag/drop the Action from the Action Panel on the right side into your workflow. After that all the required parameters must be set (== PromptSets).

e.g. screenshot

More info about designing a workflow can be found here: https://docs.automic.com/documentation/webhelp/english/AA/24.1/DOCU/24.1/Automic%20Automation%20Guides/Content/_Common/GettingStarted/Design/Design.htm?tocpath=Getting%20Started%20with%20Automic%20Automation%7CDesign%7C_____0 

Michael

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Michael K. Dolinek

Engineering Program Manager | Agile Operation Division
Broadcom Software
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[Abhishek Nayak]

Hi Michael,

Thanks for your information,

Is it possible for you to have a meeting and guide me step by step through this process, like after the steps you have provided, once it's done how to configure the jobs such that once the job fails it will create the ticket in ServiceNow through the Action pack we have installed before? If you have any doc for the further steps please let me know.

Thanks,

Abhishek

[Michael Dolinek]

Hi @Abhishek Nayak

please get in contact with our account team to align next steps involving solution architects.

Thanks for understanding

Michael

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Michael K. Dolinek

Engineering Program Manager | Agile Operation Division
Broadcom Software
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