Since Service Now has a Web Services API, you can use the Workload Automation Web Services agent to create and send the incident ticket.
(https://wiki.servicenow.com/index.php?title=Direct_Web_Service_API_Functions)
Ray Parrish
Infrastructure Analyst
Global Hosting and Network Services
Deere & Company
400 19th Street, Moline, IL 61265
Office: (309) 765-0306
Mobile: (309) 236-5876
Email:
ParrishRaymondA@JohnDeere.com<mailto:
ParrishRaymondA@JohnDeere.com>
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From: CA Workload Automation Global User CommunityMessage Boards [mailto:
CommunityAdmin@communities-mail.ca.com]
Sent: Thursday, May 01, 2014 3:13 AM
To:
mb_message.2270756.114914426@myca-email.ca.com
Subject: [CA Workload Automation DE (dSeries Edition)] RE: Automated Incident Ticketing
ejv1972:
Hi We are looking to try and hook in our ticketing system with our CA Workload Automation R11.3.2 environment and we are looking for ideas how we can accomplish this task. The ticketing system we use is Service Now and we want to automate when a job fails in the CA WLA DE R11.3.2 environment that an incident ticket gets automatically opened up. We currently have the operators open the tickets up manually but the environment is growing this is no longer a feasible request. Is there anyone out there who is doing this and if so could you share how you accomplished this task? Any help or guidance would be greatly appreciated. Thank you in advance.
Hi,
If Service Now has an email recognition facility in the same way that CA Service Desk or BMC Remedy does, then you might consider using the DE Notifications Tab in Define perspective to send a formatted email to Service Now, which can then pick up the email and pick the details from it. Have a word with your Service Now Admin person to see what it can do on that front.
Regards,
John
Posted by:John_Crespin
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