Feature Request: ServiceNow Integration enhancements

[hkydan]

We are testing the ServiceNow integration in VeeamOne. We have configured an alarm on a failed backup job to create an Incident in ServiceNow using the integration. The integration works great if a job fails it will create an incident, however once the incident is open it will not open a new one for that job. Once the alarm is resolved in the console it auto closes the incident. All great features.

There are some enhancements to this integration we would like to see. Currently by default all incidents are created as a P2. A P2 has tight SLA for us with pages going out etc.. A bit too aggressive for a failed job however support did provide some registry keys to allow us to adjust the priority. But it locks in that priority for all incidents. We would like the ability to set the priority per alarm. A use case would be a failed job a P3 but an ESXi host down or VM down would be a higher priority.

Another enhancement we would like to see: Currently we are locked into a single assignment group configured in the integration. We have different teams that we would like to assign tickets to based on the alert. Example failed backup job is assigned to the Data Protection team, but an ESXi host down should be assigned to our Hypervisor team. Just a few examples.

Thanks
Dan

[RomanK]

Hello Dan,

Thank you for explaining the use cases. Both topics could be a real improvement for the integration with ServiceNow.
We will consider them as feature requests for future versions.

Thanks for the feedback