ServiceNow ticket impact based on Spectrum Alarm severity

Products

• Network Observability
• Spectrum

Issue/Introduction

We have integrated DX NetOps Spectrum and Service Now using CA NIM.
We have a requirement to modify the ticket category based on the severity of alert we receive in Spectrum. 

For example, If we have alert as critical in Spectrum we need the impact of ticket as priority 2

If we have alert as major in Spectrum we need the impact of ticket as priority 3.

Environment

DX NetOps Spectrum + Service Now (via NIM)

Cause

RFI

Resolution

As per analysis “priority” should be decided by ServiceNow based on impact and urgency.
Spectrum alarm does not have impact and urgency, so Spectrum can’t pass this data.
 
We suggest to check with ServiceNow admin about business rule and possibility to set the priority based on severity.