Ability to Change ServiceNOW instance on an alert

We have many clients that employ several instances of ServiceNOW - DEV, UAT (Testing/Pre-Prod) and PROD

We have to test the ServiceNOW alert integration in all 3 environments.

You can copy trigger actions to your hearts content, but if you copy a ServiceNOW incident trigger action you can't change the instance! SO,

It would be nice when you copy the ServiceNOW incident trigger action to be able to change the ServiceNOW instance. ( I Know there is probably a caveat, see below)

I understand this is a limitation probably due to the possibility of different fields across different ServcieNOW instancesbut it seems like solarwinds would be able to analyze the missing fields and throw that into a "The following fields were not found in this instance" message or something to that affect and provide the values of the fields that are missing.

In our case anyway this wouldn't be an issue because all 3 ServiceNOW instances a customer has are nearly identical, especially when it comes to configured fields and what not

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Comments

ryan.davis26

This is becoming ever more necessary as we try to import rules from another solarwinds environment. It essentially breaks the servicenow action. And since you can't change the servicenow instance that action is pointed to you have to delete and rebuild the entire servicenow action from scratch which is a very tedious process.

jameslindsay

We need more up votes on this. We also have to test the alerts to ensure we are not producing a ticket storm and that the incidents produced have the correct data. I need to be able to develop the incident integration from PRD SW / snDEV, promote it to snTEST/UAT and then again to snPRD. This would be much easier if I could just change the instance for the Alert. Instead, trying to recreate it exactly the same from for each instance in a PITA!

rbmarshall

This ability to change the ServiceNow instance for our alert actions is really needed. Especially as we have customized these actions so much they are time consuming to duplicate for other instances. The fact that the tool doesn't allow for this seems arbitrary which makes it particularly frustrating.

Do we really need to get X number of votes to get functionality that is the right approach enabled even if it is a headache for only a few customers?