Status of ServiceNow ticket in CA UIM

[Purneswara Rao Konda]

Hi community,
We have integrate ServiceNow with UIM 20.3. Can we see the status(Open, In Progress, Pending) of the ServiceNow Incident in IM or OC console in alarm section like Incident number? Can we map that status to custom field in ServiceNow configuration section?

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Regards,

Eshwar
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[David Michel]

This may provide some helpful info:
sdgtw and ServiceNow integration
Article Id: 229448
https://knowledge.broadcom.com/external/article?articleId=229448

[Robert Jones]

Eshwar and David,

Thanks for sharing this information.  When I try to access the link, I get an 404 page not found error.

RJ

[David Michel]

It should work now. 
Search on 'sdgtw and servicenow' for the full list of KB docs.

[Robert Jones]

Got it.  Thanks.  Will put this in my toolkit for future reference.

[Catalin Farcasanu]

Technically, in theory, that could be possible. From a business perspective it does not make any sense. UIM alarm console is not a ServiceNow dashboard. What you should see in UIM Console, is if the alarm has an associated Incident. The status of incidents should be traced in ServiceNow and not in UIM. These could be different teams handling UIM alarms and ServiceNow tichets. 

The effort for customizing UIM/SNow to achieve this functionality it is not worth the trouble. You'd have to configure a Notification in ServiceNow to update the custom Alarm field to the new Status of the Incident. 

Short answer is 'Yes', long answer is 'Hell, no, instruct the customer to go for correct processes and don't mix them up.'