With ControlUp’s IT Service Management Collector for Edge DX, ServiceNow tickets are automatically created, automatically populated, and automatically closed with Edge DX automated remediation. When Edge DX detects a problem with Windows, macOS, or Linux desktops, Edge DX automatically opens a ServiceNow ticket and pre-populates the ticket with relevant information for a support professional to start working the case. Tickets can automatically be created by ticket type, impact, and urgency. For automated detection and remediation, tickets can be opened for documentation purposes, and then automatically closed.
- Update on real-time device state & auto remediation
- Direct access to impacted device dashboard view
- Reporting
- Supports multiple ServiceNow instances.
- Real time alerts to trigger events and Incidents in ServiceNow with enhanced field mapping
- Incident updates
- Incident auto closure
- Incident reopening
- Alert storm suppression
- Cloud-Managed
- Supports Oauth & Basic Auth Credentials
This ServiceNow integration enables bi-directional communication between the ControlUp platform and ServiceNow Incident Management ticketing system. This communication allows the user to create incidents, automatically populating the incident with relevant data from the monitoring platform, and it also allows the ControlUp platform to automatically create incidents when specified criteria are met.
Recent Enhancements:
- Introduced additional Incident and Event Field mapping capabilities.
- Introduced support for OAuth and Basic Auth Credentials
- Improved control of ServiceNow Incident Handling Behaviour.
- IntegrationHub REST API trigger
- Event Management (Optional)