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Manual download

Provided By

Ivanti

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ServiceNow Incident Management Connector

Create and manage ServiceNOW incidents from RES ONE Automation.

Description

ServiceNow is a software platform that supports IT service management and automates common business processes. This software as a service (SaaS) platform contains a number of modular applications that can vary by instance and user. The key benefits of the integration are:  Simplify user interaction with ServiceNow through a single point of interaction: the IT Store.  Reduce user-interaction with service desk. The user can create incident tickets, create accuratecreports on their ticket status and even close tickets from the IT Store.

Use Case 1: Create a new incident ticket in ServiceNow
	This RES IT Store service enables a user to create an incident in ServiceNow and to provide input for a
	description of the incident, its impact and its priority.
	When the incident ticket is successfully created, the incident ticket number is sent to the user via the RES
	IT Storeweb portal and/or e-mail.
Use Case 2: Query open incident tickets in ServiceNow
	This RES IT Store service enables a user to obtain a list of the current open incident tickets. From the open
	incident tickets list, a user can enquire for further details about a selected ticket.
	Further detailed information is sent to the user via the RES IT Storeweb portal and/or e-mail.
Use Case 3: Close incident tickets in ServiceNow
	This RES IT Store service enables a user to obtain a list of the current open incident tickets. From the open
	incident tickets list, a user can select a ticket and close it, while providing input for a closure note.
	Detailed information about the closure note is sent to the user via the RES IT Storeweb portal and/or email.
Use Case 4: Record Configuration Changes in ServiceNow
	Using this RES IT Store service, pre-approved changes can be logged by opening, updating and closing
	incidents.
	Incidents will be logged by ServiceNow, and can then be retrieved from the ServiceNow Reports table.