• Automation
  • Connector

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2017-08-08

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ServiceNow Incident Management Connector

1.1.1

To use this package:

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.

Release Notes

Prerequisites
RES ONE Suite
- RES ONE Identity Director 2015
- RES ONE Automation 2015
ServiceNOW
- ServiceNow administrator level account
- Administrative knowledge about ServiceNow

RES ONE Automation Global Variables
- ServiceNow Instance - type text
- ServiceNow Username - type text
- ServiceNow Password - type password

Owners

Authors

RES

Copyright

Copyright 2017

Tags

Dependencies

This package has no dependencies.

Version History

Version Downloads Last updated
ServiceNow Incide... 1.1.0 32 Tuesday, June 27, 2017