You can configure the Commvault MSP Portal to use ServiceNow's Push Connector feature when sending triggered Commvault Cloud alerts to ServiceNow and creating service tickets.
Note
The method described here customizes the way in which ServiceNow creates an automated ticket. Alternately, you can call the incident table API at the ServiceNow end directly. For more information, see Configuring Automated Ticketing.
Before You Begin
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Integrate the Commvault MSP Portal with ServiceNow software. For more information, see Integrating the Commvault MSP Portal with ServiceNow.
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Configure the Commvault Push Connector in ServiceNow, and enter the Push Connector script there. Click here to download a sample script.
For more information on creating a Push Connector, see "Configure a push connector" at ServiceNow.com.
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Create a Push Connector instance using the Push Connector that was created in ServiceNow. For more information, see "Push connector instance form" at ServiceNow.com.
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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In the Push connector settings tile, click the edit button
. The Edit push connector settings dialog box appears.
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Move the Push connector toggle key to the right.
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Enter the Push connector instance URL. This instance was created when you configured the Push Connector instance in ServiceNow (see "Before You Begin", above).
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In the Push connector template field, enter the template. Click here to download a sample script.
Note
After automated ticketing is configured, all new tenants will be automatically configured with the ServiceNow service desk.