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ServiceNow: As medidas tornam-se tickets
As medidas e, se pretendido, os incidentes tornam-se tickets na sua instância ServiceNow.
Como funciona
- Connect your instance
You create an integration user and an OAuth client in your instance and enter its address in Complass.
- Create a ticket
With one click, in bulk or by rule a task becomes an incident or a change request.
- Status comes back
About every five minutes Complass syncs state, assignee, work notes and comments.
- Confirm completion
When the ticket is resolved, the responsible person confirms in Complass. The sync never closes incidents.
Which data is exchanged
| Direction | Data | Aviso |
|---|---|---|
| Complass → ServiceNow | Short description, impact, urgency, deadline and assignment group | The description only if you choose so. ServiceNow calculates the priority itself. |
| ServiceNow → Complass | State, assignee, work notes and comments | Appear at the task or incident. |
| CMDB → Complass (coming soon) | Serial number, asset tag, name and network addresses | Complass suggests matches with your assets, a person confirms. Complass never creates assets from the CMDB. |
| Not exchanged | Whistleblower reports, data breaches and comments without the tick | Never go to ServiceNow. |
Setup
- An integration user and an OAuth client in your instance. Client credentials are recommended; older instances can use the authorization code flow.
- Complass provides the role for the integration user as an update set: read, create and change tickets, never delete. No admin role.
- An administrator approves the instance address in Complass with a renewed sign-in.
- Optionally a business rule reports changes to Complass at once. Without it Complass polls regularly.
- Administrators with the right for API, webhooks and integrations can set it up.
Segurança e proteção de dados
- Client secret and access tokens are stored encrypted in Complass.
- Comments are only sent when their author ticks the box, and then as a work note.
- Complass never maps people automatically.
- Events from the business rule are signed. Complass then reads the content from ServiceNow itself.
Perguntas frequentes
Does the integration user need the itil or admin role?
No. The role from the Complass update set is enough.
Can ServiceNow close a task in Complass?
By default Complass asks the responsible person. Per connection you can set that "resolved" closes a task directly. The sync never closes incidents.
Which CMDB classes does Complass read?
Coming soon: servers, computers, network gear, applications and services, read only and weekly, if you switch the match on.
More connections
Which packages include the connection to ServiceNow, see the package overview. See the packages
Os nomes de produtos e as marcas mencionados pertencem aos respetivos titulares. Não existe qualquer parceria, certificação ou recomendação por parte dos titulares. ServiceNow é uma marca registada da ServiceNow, Inc.
Teste o Complass com os seus próprios dados
Crie o seu próprio acesso de teste, se quiser com um projeto de exemplo por referencial. Se preferir ver primeiro o Complass, peça uma demonstração.