Create System Exceptions as ServiceNow INC

[kkazantsev]

Has anyone integrated System Exceptions with ServiceNow or other incident management platforms?

We're considering creating snow incidents for unique exceptions to ensure we don't miss any.

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Konstantin Kazantsev
Solutions Architect
Church and Dwight
America/New_York
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[AmiBarrett]

We've integrated with another ticketing system, but have looked into migrating that into ServiceNow. I seem to recall that there was an API that could be called in order to do this.

Alternatively, we also have a reporting server our bots report to. If they don't update their live status, Network Operations will see the device go red and file a ticket in our queue. Otherwise, we just go through and check for new exceptions each morning on the various reports we generate there.

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Ami Barrett
Lead RPA Software Developer
Solai & Cameron
America/Chicago
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[kkazantsev]

I don't think there's ServiceNow VBO, could have been useful. Their rest api Is reach. 
We will need to avoid crating tickets for each SE, perhaps unique SEs per process assigned to targeted groups in ServiceNow to
avoid tickets bouncing around.

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Konstantin Kazantsev
Solutions Architect
Church and Dwight
America/New_York
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[Anonymous]

We have this in place, using the ServiceNow API. Our central RPA Operations team has a queue in ServiceNow to manage these.

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Heather Ruhl
Sr Manager, RPA
ATB Financial
America/Edmonton
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[kkazantsev]

Hi Heather,

Do you create INC for all types of exceptions?

When INCs are created, do you check to see if an INC for similar issue already exists?

Can you share any other info that in your opinion may be helpful?

Konstantin Kazantsev

Solutions Architect

Information Technology

Church & Dwight Co., Inc.

609.806.1363

Konstantin.Kazantsev@churchdwight.com

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------Original Message------

We have this in place, using the ServiceNow API. Our central RPA Operations team has a queue in ServiceNow to manage these.

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Heather Ruhl
Sr Manager, RPA
ATB Financial
America/Edmonton
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[CharlesHarder]

Hello Konstantin,

I've created a POC API connector in Blue Prism to Service Now via their API.  We are currently using this for a small group of our processes to automatically create incidents when a process ends up terminating.  We don't currently do a "GET" before creating a new incident as each failure is treated as a unique incident.  It's been working pretty great so far with little to no usability issues. 

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Charles Harder
Automation Analyst
ATB Financial
America/Edmonton
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