Option to make notes when manually creating incident from SOI
Article ID: 127133
CA Service Operations Insight (SOI)
IT Operations team manually monitors the OS related alarms in SOI console and creates incidents based on the need. When the incident is created, there is no option to add notes on the alert that will be imported to the Service now ticket. Current workaround is they have to manually login to service now go to the incident and add notes to the incident in Service now. How can we update the ServiceNow ticket on SOI with notes that'll show up on the ticket on the SedrviceNow side?
- Update the ticketed alert with annotation and the text will appear in Activities window as additional comments in ServiceNow. You can update annotation in SOI console from multiple place:
Right click the ticketed alert then select 'Write Alerts", from the attribute drop down window select "Annotations" and type your text on the attribute value window.
You can also select the alert, on the "Component Details" window bring up "Alert Details" tab and you'll notice link to Annotations, expand it, to add an annotation click on the plus sign, type the text on the "Enter Text" window