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***
Updated: 5 Mar 2020 14:43 EST
Abbvie
US
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
Pegasystems Inc.
US
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:
Automatically creating an incident in ServiceNow from a case is currently on the roadmap but not available at this time.
Abbvie
US
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.
Pegasystems Inc.
US
PDC will soon offer integration with ServiceNow to process notifications - the goal is that PDC can push events or incidents to service now. Stay tuned
British Telecom
GB
@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.
Pegasystems Inc.
US
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.
British Telecom
GB
@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
NatWest Group
IN
@Anand SinghHi Anand, I'm exploring options to integrate PDC alerts/events to Service now. Would you be able share of your experience with it.