Question
Final request /payload send by Pega PDC when pushing incidents/events from Pega to ServiceNow.
We are using Pega Predictive Diagnostic Cloud 2.77 and have a requirement to connect PDC and ServiceNow through Apigee gateway. PDC provides an interface (attached) that can enter ServiceNow URL and the credentials. Need to know the final request /payload send by Pega PDC when pushing incidents/events from Pega to ServiceNow. (Sample format would be useful)
If we know the final request send by PDC, we can inform ServiceNow team to build an interface that can
@MarcLasserre_GCS Thank you for the reply.
Yes I have seen these articles. I am looking for information on, how 'Pega Predictive Diagnostic Cloud 2.77' connect to ServiceNow to push incidents / event. Is it through Rest? If so, what is the request /payload send by PDC.
Yes these are through rest
Payload for events:
{ "source":"pdc", "event_class":"pyid", "resource":"SystemName", "node":"Nodeid_in which_the_alert_or_exception_occured", "metric_name":"pyLabel or the label of alert or exception", "type":"category as is it a database type of alert or exception", "severity":"1", "description":"description of the alert or exception" }
Payload for incidents :
{ "summary":"pdc + label of alert", "short_description":"label of alert", "metric_name":"pyLabel or the label of alert or exception", "type":"category as is it a database type of alert or exception", "category":"software", "description":"descripption of alert + who created the incedent+ systemname" }
Thank you Animesh this is helpful.
- Can you please specify the default ServiceNow REST service used /consumed by PDC when PDC integrate with ServiceNow?
- Also please specify the criteria used to categorized events and incidents
As part of setting up event subscriptions in PDC, you choose whether to send a specific notification to ServiceNow as an incident or an event -- the choice is yours.
As to your question
- Service end point url for creating new incident is https://instance.service-now.com/api/now/table/incident
- Service end point url for creating new event is https://instance.service-now.com/api/now/table/em_event
I'll have to check the API used to share cases with ServiceNow
Criteria used to categorize events and incidents: there no such criteria defined it's basically on the user whether they want to track the alerts and exceptions as a part of "Incident" which is an ITSM capability of SNOW or as a part of "Event" which comes under ITOM capability of SNOW
@JAYAWARW
Have you already seen the following: https://collaborate.pega.com/question/pdc-integration-servicenow and: https://community.pega.com/knowledgebase/articles/pega-predictive-diagnostic-cloud/integrating-pega-predictive-diagnostic-cloud-servicenow