[FEATURE REQUEST] - Snow Queue Management

[CarlosEsteves]

Hello,

I´ve discussed with support in the case - Veeam Support - Case # 07881851 - Veeam One Snow Account Move the case and it seems this is the current design of VeeamOne automation with Snow tickets creation.

Our problem is:

Tickets opened from VeeamOne need to be moved to others queue inside Snow, as we have different regions to manage different problems. But it seems that if we move, VeeamOne will reassign the case to the standard queue and this is not good.

Can you have it fixed/improved in a new release.?

Thanks

[jorgedlcruz]

Hello Carlos,
Thank you for the FR. This feature makes sense, will evaluate and try to add it to upcoming releases.

We are also planning a much feature-rich ServiceNow integration, standalone from Veeam ONE, as soon as we have more details will share it here so you can take a look at that as well.

Thank you

[CarlosEsteves]

Hello,

Wondering if we have updates on this matter.?

[jorgedlcruz]

Hello Carlos,
Yes, the ServiceNow application has been released, and it is super rich in terms of functionality:
https://store.servicenow.com/store/app/ ... 01a0490e81

I would totally go down that route, because it has all the needed granularity. Keep us posted!

[CarlosEsteves]

Hello,

Thanks, I will take a look.

[CarlosEsteves]

Hello,

Are you sure that we are talking about the same issue ?

I´m asking about Veeam One integration with Snow to open snow incidents when backup jobs or resources fails.

See the history
"Hello,

I´ve discussed with support in the case - Veeam Support - Case # 07881851 - Veeam One Snow Account Move the case and it seems this is the current design of VeeamOne automation with Snow tickets creation.

Our problem is:

Tickets opened from VeeamOne need to be moved to others queue inside Snow, as we have different regions to manage different problems. But it seems that if we move, VeeamOne will reassign the case to the standard queue and this is not good.

Can you have it fixed/improved in a new release.?
"

Is this also fixed in the Veeam One 13 ?

[jorgedlcruz]

Hello Carlos,
Apologies, this has not been fixed in Veeam ONE, because Veeam ONE currently has a more static Caller, and Assignment Group today, so it is a feature request more than anything to fix.

So here it is where the official Veeam ServiceNow integration comes, it is not linked to Veeam ONE, but to the VBR itself and the feature set there is really rich as we worked with ServiceNow team directly to cover most of the cases, including the one you are interested.

Would you mind giving the official ServiceNow integration a go and keep us posted.

Thank you, Carlo.s

[CarlosEsteves]

Hello,

Not sure If I understood correctly, but you are saying that Veeam ServiceNow app can be integrated in the VBR directly, right ?

I have 13 VBR in my company, that is why we use VONE.

[jorgedlcruz]

Hello Carlos,
You need to configure this ServiceNow new server, and then you can add your 13 VBR within a few clicks as per the guide here.

Please keep us posted, this is the most complete way of integrating with ServiceNow

[CarlosEsteves]

Hello,

I see in the Veeam APP for ServiceNow documentation.

* Note

Consider the following:

Veeam Backup & Replication 13.0 (build 13.0.0.4967) and later deployed through Linux-based Veeam Software Appliance is partially supported by Veeam App for ServiceNow. You can manage only backup data collected using the Veeam REST API.
Veeam App for ServiceNow supports only domain-joined Veeam Backup & Replication servers. *

All my VBRs servers are out of domain.

Thanks