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Anandh P Member since 2024 11 posts
TechMahindra
Posted: Mar 5, 2020
Last activity: Dec 24, 2021
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PDC integration with ServiceNow

Hi,

We have intergrated with servicenow from PDC and what configuration we need to change inorder to get the incident create in servicenow.

Is any document what alerts/exception we can configure to trigger a servicenow incident from PDC.

If anyone configured, please share those details.

 

Regards,

Anandh

 

***Edited by Moderator Marissa to update Content Type from Discussion to Question; update platform capability tags***

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Pega Cloud
Data Integration
Insurance
Lead System Architect

Posted: 5 years ago
Updated: 5 years ago

Another question is, how to trigger a incident if we get particular alert from PDC?

We can able to share the WO to servicenow, after opening that WO.

We need to trigger automatically to servicenow to create a incident, if any specific realted alerts

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Posted: 5 years ago

With ServiceNow configured, if you navigate to a particular case, there will be a share button to add the case in ServiceNow for an incident. Information below:

https://community.pega.com/knowledgebase/articles/pega-predictive-diagnostic-cloud/sharing-pega-predictive-diagnostic-cloud-case-project-management-tool

Automatically creating an incident in ServiceNow from a case is currently on the roadmap but not available at this time. 

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Posted: 5 years ago

Thank you Bakes, i did explore that share with servicenow and its worked.

Is any alternative way or customize existing to leverage when PDC opens WO, will trigger a incident in ServiceNow.

Any thought or suggestion, really appreciate.

 

 

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Posted: 4 years ago

@WERDAThe PDC to ServiceNow integration doesnt offer sending Incident/Event Severity ( priority ) and Assignee Group. These 2 fields at least would add end to end automation to the Incident Management capabilities of PDC with Enterprise ITSM tools. All it does today is create a case in Service Now side, without any info shared across for severity or assignee group.

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Posted: 4 years ago

At present the only method to achieve this goal is to use the email channel and configure mail handling rules in Service Now. 

Created a story in backlog to add severity/priority and assignee to the Service Now interface.

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Posted: 4 years ago

@WERDAThanks Andy for your response and attention. Having added a feedback on PDC tool and approaching our Pega BRM, we got the exact same response. However, the mail handling at Service Now end for us is not a feasibility because of our Enterprise Architectural steer, where ServiceNow side isnt going to help us with enrichment of incidents by maintaining a logic overhead(for and on behalf of PDC) and any further prioritization at its own end, hence the simple request that its rather a must have enhancement for PDC, and sooner the better for Customers like us(who are blocked). We greatly anticipate this simple enhancement in PDC. Thank You.

Regards

Anand

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