VW Incidents in ServiceNow
When a VW 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 VW 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.
ServiceNow Parameters | VW Parameters | Description |
|---|---|---|
short-description | VW, Device Name, Failed Part | Set the short description to: VW-<Device Name>-<Failed Part> |
severity | Severity | ServiceNow: 1 - Critical 2 - High 3 - Moderate 4 - Low 5 - Nondisruptive VW 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. |