PDC Events and incidents integration with Service Now
We have a requirement to create integration b/w PDC and ServiceNow.
It is clear for us how to configure PDC to authenticate with Service Now and configure to notify either incidents or events as a target table as stated in PDN link:
https://docs.pega.com/bundle/pega-diagnostic-center/page/pega-diagnosti…
But we assume by doing so all alerts/incidents and events will be notify to Service Now.
Is there any way from PDC where we can select the type of incidents or events based on category or priority we want to report/notify to Service Now. For instance: let´s say we just want to notify Service Now "Connectors time out" events and none more. Is this possible? Could it be achieved by setting up a new notification?
I haven´t found much documentation regarding with this issue in PDN.
Regards,
Israel
HCA Healthcare
US
@IsraelU1 PDC can send incidents and events to ServiceNow, but it doesn’t let you filter by category or priority inside PDC itself. Once you set up the integration, PDC pushes every alert of the selected type to the target table. If you only want specific ones, like connector timeout events, you must filter them on the ServiceNow side after receiving them, or create a custom flow or middleware layer that accepts all PDC messages and then forwards only the ones you care about. PDC doesn’t currently allow sending only one category through a separate notification channel, so the filtering has to happen in ServiceNow or in a custom integration layer.
Iris Global Soluciones
ES
@Sairohith Thanks for the clarification. What a pity then, this is something that Pega should consider to improve for future PDC releases.
Regards,
Israel