Service Now connector - enrich ticket option

Products

• DX OI SaaS

Issue/Introduction

The connector config for the service now connector includes a check box that says 'Enrich ServiceNow Ticket with CMDB'

 

What does this function do?

Environment

Release : SAAS

Resolution

https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/dx-operational-intelligence-saas/SaaS/Integration/DX-OI-Outbound-Integration/channels/Configure-Ticket-Management-Channels/Integration-with-Servicenow/Configure-ServiceNow-Channel/Enrich-ServiceNow-Ticket-with-CMDB.html

 

When you enable the option to enrich the ServiceNow ticket with CMDB, DX OI accesses the ServiceNow CMDB to get the appropriate values and updates the ticket with those values. DX OI uses the REST API to access the CMDB. You must provide the REST API in the CMDB URL field. (Goes on)

https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/dx-operational-intelligence-saas/SaaS/Integration/DX-OI-Outbound-Integration/channels/Configure-Ticket-Management-Channels/Integration-with-Servicenow/Configure-ServiceNow-Channel.html

• Select 

  Enrich ServiceNow Ticket with CMDB

   and provide the Rest API (CMDB) URL in the CMDB URL field that appears. For more information, see the Enrich ServiceNow Ticket with CMDB section.

  CMDB lookup enriches the ticket with the following information: Location, Config Item, Category, Sub-Category, Urgency, and Assignment Group.