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Automic Web Interface 12.0.4 - Service Now

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  • 1.  Automic Web Interface 12.0.4 - Service Now

    Posted 02-26-2020 01:09 PM
    Is anyone automating tickets in Service Now for job aborts or any other use?

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    Data Center Operations, Asst. Director
    RIT
    NY
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  • 2.  RE: Automic Web Interface 12.0.4 - Service Now

    Posted 02-27-2020 05:01 PM
    We do it by sending a simple SMTP email to a designated email box that ServiceNow scrapes and processes.  It is very easy for Automic to send an email, so the majority of the setup effort belonged to our ServiceNow team.

    I've heard of others successfully invoking ServiceNow API calls.  I'm interested in upgrading ours to this method because it would be less brittle.

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    Pete
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  • 3.  RE: Automic Web Interface 12.0.4 - Service Now

    Posted 02-28-2020 05:53 AM
    Yes we had been doing the email process with our old ticketing - about to go live with Service Now - and we plan on email but was wondering about integration possibilities.  And what about reverse?  We had developed a web page that users could use to submit jobs.  But it also depends on email.  We will use Service Now, but will still depend on email.....

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    Data Center Operations, Asst. Director
    RIT
    NY
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  • 4.  RE: Automic Web Interface 12.0.4 - Service Now

    Posted 02-28-2020 07:37 AM
    Hi,

    did you already had a look at



    PS:
    Be aware that v12.0.x will be End of Support by end of September 2020.

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    Engineering Program Manager
    Broadcom
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  • 5.  RE: Automic Web Interface 12.0.4 - Service Now
    Best Answer

    Posted 02-29-2020 01:38 AM

    Hi,
    We use a message re-directed from a standard CALL object Process Tab which inserts a line into a flat file on the AE host which SNOW monitors and pick up then initiates a ticket the control room gets assigned to, an xmatters email to their oncall group.

    Here is an example:
    2020-02-29 00:34:56|SC|SUB:- Alarm:The job JOBS.SC.HIVE.TO.GCS.TRANSFER has failed inside the workflow JOBP.SC.US.REPL.OMS.DC.RCVR.HIVE.TO.GCS.INCR in the Client 'GDTRPRD1-9010' with RunId 0063618537.

    All of this is predicated by our usage of APPIDs in all parent JOBPs, via the second name of each is a different assigned application group, so if it is SC, then Supply Chain gets the rules it has set in SNOW. It is all very simple from there as SNOW handles all the on-call assignments and escalations, etc.
    KR,

    Brian



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    Founder and Partner
    Data Center Automation Consultants DCAC
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