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Creating an Incident on ServiceNow Using a Workflow

The Demo_ServiceNowCreateIncident workflow is a predefined workflow that automatically runs when a data restore operation fails.

The workflow creates records (containing failure details) on the ServiceNow SaaS platform. The records are written to an incident table in ServiceNow. You can configure an email to automatically send the summary of the restore operation failure to the CommCell administrator for further action.

Use Commvault workflow activities to integrate with ServiceNow so that your workflow can use the ServiceNow service management services.

You can create custom ServiceNow workflows to perform operations on ServiceNow instance, by using activities provided in the ServiceNow activity package. The ServiceNow activity package includes a default set of activities that provide functionality for the following:

  • Adding new records
  • Modifying existing records
  • Retrieving records
  • Deleting existing records

For more information, see Built-In Activities.

How Does It Work?

This predefined workflow automates the following operations:

  1. Validates user credentials and logs on to the ServiceNow instance.
  2. Creates a record for the restore operation failure in the ServiceNow incident table.
  3. Sends an e-mail to the CommCell administrator with information, such as:

    Alert name, alert type, CommCell name, alert criteria that was met, date and time of the alert condition was detected, CommCell user who initiated the operation, Job ID assigned by the Job Manager, status of the operation, time the operation started and ended, error code for  job failure reason, reason for failure, and name of the backup set.

Before You Begin

  • To automatically run the Demo_ServiceNowCreateIncident workflow when a restore fails, you must configure an alert notification. You can also configure an email to automatically send the summary of the restore operation failure to the CommCell administrator.

    For information about how to set up alerts for workflows from the CommCell Console, see Workflow Notifications.

    For information about how to set up alerts for workflows from ServiceNow, see Creating an Alert.

  • ServiceNow instance is integrated with Commvault and has at least one active user.
    1. Access the ServiceNow using the ServiceNow instance URL and register Commvault with the ServiceNow instance for OAuth authorization. For more information, go to the ServiceNow website, OAuth Setup.
    2. Create an OAuth token on ServiceNow. For more information, go to the ServiceNow website, OAuth Setup.
    3. In the ServiceNowLogin activity, enter the created OAuth token details and user credentials. For more information, see Available Built-In Activities.
  • Enable the workflow Demo_ServiceNowCreateIncident workflow. For more information, see Workflow Operations - Enable/Disable a Workflow.

    Note: By default, the Demo_ServiceNowCreateIncident workflow is disabled.

Procedure

  1. From the CommCell Console ribbon, click Alerts.

    The Alerts dialog box appears.

  2. Click Add.

    The General Information page appears.

  3. In the Display Name box, enter a name for the alert.
  4. From the Category list, select Job Management.
  5. From the Type list, select Data Recovery, and then click Next.
  6. Select the clients or client groups that you want to associate with this alert, and then click Next.
  7. Select Job Failed as the alert criteria to be used, and then click Next.

    The Notification Type(s) Selection page appears.

  8. On the Workflow tab, complete the following steps:
    1. Select the Select [Workflow] for notification check box.
    2. From the Workflow to run list, select the Demo_ServiceNowCreateIncident workflow.

      A table with Name, Value, and Type columns appears. The Name and Type columns are populated with inputs that are defined in the workflow.

    3. In the Value column, select a value for the input from the list, as shown in the following table.

      Name

      Value

      Description

      AlertName

      <ALERT NAME>

      The name of the alert.

      AlertType

      <ALERT CATEGORY - ALERT TYPE>

      The type of alert.

      CommCell

      <COMMCELL NAME>

      The name of the CommCell environment.

      DetectedCriteria

      <DETECTED CRITERIA>

      The alert criteria that was detected.

      DetectedTime

      <END TIME>

      The date and time that the alert criteria was detected.

      User

      <USER NAME>

      The CommCell user who initiated the operation.

      JobID

      <JOB ID>

      The ID of the restore job that failed.

      Status

      <STATUS>

      The status of the operation.

      StartTime

      <START TIME>

      The time that the operation started.

      EndTime

      <END TIME>

      The time that the operation failed.

      ErrorCode

      <ERR CODE>

      The error code for the job pending or job failure reason.

      FailureReason

      <FAILURE REASON>

      The reason for failure.

      BackupSet

      <BACKUPSET NAME>

      The name of the backup set.

  9. On the Summary page, review your selections and then click Finish.

Last modified: 5/21/2020 7:03:21 PM