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Update Ticket in ServiceNow

  • 1.  Update Ticket in ServiceNow

    Posted 06-26-2015 01:31 PM

    Hi,

     

    We have installed CA SOI 3.2 in our environment and an action to create incident is created for generating ticket in ServiceNow tool.

     

    Now once we are receiving the same alert which is already logged in ServiceNow, we want to update the existing ticket with the new occurrence.

     

    Please suggest how we can achieve this.

     

    Regards,

    Manu

    +91 8754587671



  • 2.  Re: Update Ticket in ServiceNow

    Posted 09-10-2015 05:12 AM

    Hello Manu,

     

    Have you tried 'Update Ticket' escalation Action? This action updates the same ticket with selected attributes.

     

    Thanks

    Brahma



  • 3.  Re: Update Ticket in ServiceNow

    Posted 09-10-2015 05:22 AM

    Hi Brahma, are you referring to the Operator in PAM to Update a ticket?

    Can we call that function from an Escalation action in SOI?

     

    Cheers, Pete.



  • 4.  Re: Update Ticket in ServiceNow

    Posted 09-10-2015 05:29 AM

    You can use "Update Ticket" as Escalation Action.

     

    MichaelBoehm



  • 5.  Re: Update Ticket in ServiceNow

    Posted 09-10-2015 06:07 AM

    Hi Michael, in practice, how would this work? Could it be tied to the Clear action? Is there documentation for this?

     

    Kind Regards, Pete.



  • 6.  Re: Update Ticket in ServiceNow

    Posted 09-10-2015 06:52 AM

    Hi Pete,

     

    you can create an Escalation policy with any type of criteria, whenever you want to update the ticket.

    The typical action on Clear Alarm would be to set the ticket to closed (e.g. Close Ticket).

    The documentation for Update Ticket is here: https://wiki.ca.com/display/SOI33/Create+Escalation+Actions#CreateEscalationActions-CreateaTicketUpdateAction

     

    MichaelBoehm



  • 7.  Re: Update Ticket in ServiceNow

    Posted 09-10-2015 07:15 AM

    Thanks Michael. Does this apply when using the Service-Now connector? That has a PAM based Ticket Update function.

     

    Kind Regards, Pete.



  • 8.  Re: Update Ticket in ServiceNow

    Posted 09-10-2015 07:34 AM

    Hi Pete,

     

    I have not worked with the ServiceNow integration directly, but according to the information I have, this should apply to this helpdesk integration as well.

     

    MichaelBoehm



  • 9.  Re: Update Ticket in ServiceNow

    Posted 09-10-2015 11:11 AM

    Hi Brahma,

     

    Tried the same it is not working.

     

    We are not having process automation in our environment . We are using Univcersal Helpdesk configuration for integration with ServiceNow.

     

    Regards,

    Manu

    +91 8754587671