5 Replies Latest reply on Sep 18, 2017 9:54 AM by johnny.chong

    Service Now Ticket Creation

    ctlswadmin
    ctlswadmin Jul 18, 2016 4:21 PM

      Hi All,

       

      Is anyone auto ticketing with NPM12 to Service Now? I am looking to allow the 'Short Description' field to be populated by variables but not having much luck. If that isn't possible, has anyone found the files where these values are stored to modify the predefined values?

       

       

       

      Thanks,

      David

        • Re: Service Now Ticket Creation
          LadaVarga
          LadaVarga Jul 19, 2016 3:08 AM (in response to ctlswadmin)

          Hello,

           

          1. Do you have installed our app in some of your ServiceNow instance.

          2. Is the instance added to NPM?

          3. Do you have Alert Action created?

          2016-07-19 09_57_12-Edit Alert - _location neco_.png

          2016-07-19 09_59_06-ServiceNow.png

           

          Do you have only one Short Description in ServiceNow? If more you can try find more properties when you click "Select properties" in action definition.

           

          If Short description still not populated don't hesitate create support case and put number here.

           

          Thanks a lot

            • Re: Service Now Ticket Creation
              ctlswadmin
              ctlswadmin Jul 19, 2016 8:38 AM (in response to LadaVarga)

              Thanks for the response LadaVarga. The short description portion appears to have canned definitions. Did you have to do anything to allow your short description to define custom values?

               

               

              SN IMAGE.png

               

               

              Thanks,

              David

                • Re: Service Now Ticket Creation
                  LadaVarga
                  LadaVarga Jul 19, 2016 12:44 PM (in response to ctlswadmin)

                  Hello,

                   

                  If you have in ServiceNow Short Description as list of definitions it will show you the same in NPM. Can you put Custom Value to Short Description in ServiceNow? Which type is Short description field

                  Doesn't you have any other Short Description or similar text field in ServiceNow? You can add any field from incident with "Select properties" button in definition of action.

                   

                  Lada

              • Re: Service Now Ticket Creation
                radoss
                radoss Jan 20, 2017 6:27 AM (in response to ctlswadmin)

                Hi ctlswadmin,

                 

                Cause of problem is a relational dependencies between list and Short Description Item in Service-Now. You have to delete all items in list (issue with a web page, Issue with email, Issue with networking, etc.) in Service-Now. If you delete an items then you can insert a custom variable.

                 

                Good luck!

                Radek