Does anyone using REST Webservice to create tickets in Service Now whenever there is a job failure in Automic ?
I am trying to configure it in our Automic system. Requirement is to create incident tickets in Service Now when a job ended with error.
When we use this scenario, where should we do the mapping ? Like what is the priority of ticket and assignment group, etc ?
Is it something we need to do at Automic side or Service Now side ?
Any inputs on this is highly appreciated.
I haven't worked with ServiceNow personally but I would imagine as you are using a Webservice with a REST API that it be more or less the same methodology as other product...
I would imagine that when the job fail - it would kick off a webservice REST job... the creation of the ticket will be done on the servicenow side (with there API) while Automic help you automate/pass parameter that the API need when you do that API - POST to create the ticket
ServiceNow Rest API manual- Table API
Look through their API, it look like the POST have urgency/impact/assignment group description etc...
I don't know how your environment is...so am not sure if you want to have it so that when job 1XX fail it always launch AXX webservice job and job 2*** always launches BXX webservice job or if you just want to parameterized the those value base of what ever critria you have for determining with fail job have XX urgency/value.
Otherwise, the other options I seen other users mentioned on the community is to have servicenow create ticket via an email (that the Automation Engine send out).
Thank you Luu Le.
I was able to create some test job to submit the incident in ServiceNow.