VirtualWisdom Incidents in ServiceNow

When a VirtualWisdom Health Notification is opened, an incident is created in ServiceNow. When the incident is closed in ServiceNow, the VirtualWisdom Health Notification is not closed.

When VirtualWisdom clears a health alert, the corresponding ServiceNow incident state is changed to closed. Health Notifications cannot be closed by a user, but they are cleared by the system when it detects that the issue no longer persists.

Table 26. ServiceNow/VirtualWisdom Parameter Comparison

ServiceNow Parameters

VirtualWisdom Parameters

Description

short-description

VirtualWisdom, Device Name, Failed Part

Set the short description to: VirtualWisdom-<Device Name>-<Failed Part>

severity

Severity

ServiceNow:

1 - Critical

2 - High

3 - Moderate

4 - Low

5 - Nondisruptive

VirtualWisdom equivalent:

FATAL (Critical)

WARNING (Moderate)

INFO (Nondisruptive)

description

HostName

Case ID

Case Name

Case Description

Case Type

Device Name

Failed Part

Additional Details

Threshold Values

Open Time

The details of the case are stored in the description.