You can configure the Commvault MSP Portal to send triggered Commvault Cloud alerts to ServiceNow and to create service tickets.
Note
The method described here calls the incident table API at the ServiceNow end directly, and then creates a ticket in ServiceNow. Alternately, you can use the ServiceNow Push Connector feature to customize the way in which ServiceNow creates a ticket. For more information, see Configuring Push Connector for Automated Ticketing.
Before You Begin
- Integrate the Commvault MSP Portal with ServiceNow software. For more information, see Integrating the Commvault MSP Portal with ServiceNow.
Procedure
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From the Commvault MSP Portal, at the top of the page, click Manage All Accounts.
The Command Center appears.
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Click Manage > System.
The System page appears.
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Click the ServiceNow Integration tile.
The ServiceNow Integration page appears.
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Click the Configuration tab.
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In the Ticketing tile, move the Enable toggle key to the right.
By default, all alert types are enabled to be passed to ServiceNow.
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To edit alert types, do the following:
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In the Ticketing tile, click the edit button
. The Edit ticketing information dialog box appears.
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Click the Alert type list, select the desired alert types, and then click OK.
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Click Save.
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Note
After automated ticketing is configured, all new tenants will be automatically configured with the ServiceNow service desk.