Create ServiceNow Incidents based on SLA Alerts

Products

• iDash Workload Automation for CA 7

Issue/Introduction

How can I initiate a high-priority incident in Service Now based on IDASH alerts?

 

 

Resolution

To create a ServiceNow incident from iDash alerts, you must implement custom automation, as iDash does not have a native connector. There are two primary methods based on recent case resolutions:

Method 1: Script Execution (Recommended)
You can configure a custom script to trigger whenever an SLA alert is generated. This script runs on the iDash server and uses iDash-provided environment variables to pass alert details to the ServiceNow API.

1.  Develop a Script: Create a script (e.g., shell or Python) that uses `curl` or a similar tool to make an API call to ServiceNow.
2.  Pass Variables: The script can access environment variables like alert name, status, and job details to populate the incident fields.
3.  Configure iDash: In the iDash GUI, navigate to the SLA Definition and specify the full path to your script in the Script Execution

Method 2: Console Automation (CA 7 Mainframe)

If you are using iDash with CA 7, alerts are sent to the CA7IDASH task on the mainframe. 

1.  Identify WTOs: The CA7IDASH task issues Write-to-Operator (WTO) messages to the console for every iDash alert.
2.  Trap Messages: Use a console automation product like OPS/MVS to trap these specific WTO messages.
3.  Trigger Incident: Configure your automation tool to send an email or API request to ServiceNow once the message is trapped 

For technical details on variables, refer to the iDash Alarm Script Reference