ServiceNow Incident Creation Action

The ServiceNow Incident Creation action generates a support ticket from WhatsUp Gold using valid ServiceNow account credentials.

Configure the following:

• Name. Enter a unique name for the action. This name displays in the Actions Library.
• Description. Enter a short description about the action. This description displays next to the action in the Actions Library.
• ServiceNow URL. Enter the address for your ServiceNow cloud or on-premise server.
• ServiceNow username. Enter a valid ServiceNow account username.
• ServiceNow password. Enter the corresponding ServiceNow account password.

Note: We recommend setting up a dedicated ServiceNow user account for WhatsUp Gold to use so support tickets generated as a result of this action will be easily identifiable in your support ticket tracking user interface.

• Incident description. Populate this field with the basic reason for incident generation. Please note, this configuration field supports the use of percent variables and is populated by default upon initial configuration of a new action with relevant data using applicable percent variables, though it can be modified if needed. To insert a percent variable into your ServiceNow incident comments, right-click within the field, then select the desired option from the menu displayed.
• Incident comments. Populate this field with the salient content you want to include with the incident record. This configuration field also supports the use of percent variables and is populated by default with relevant data.
• Add link to newly created incident in device custom links. Enable this option to create a hyperlink under the applicable device properties and device status dashboard pointing to the incident record.
• Additional incident settings (JSON format). Populate this field with JSON code to make specific ServiceNow incident fields required. Example: If your organization requires new ServiceNow incidents to be created with impact and priority set at creation time, the Additional incident settings field would include the following:
  { "impact":"1", "priority":"2" }
  Please note, the value of 1 for impact and 2 for priority are only examples. Consult your ServiceNow administrator for values applicable to your specific needs.

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