@WERDA The PDC to ServiceNow integration doesnt offer sending Incident/Event Severity ( priority ) and Assignee Group. These 2 fields at least would add end to end automation to the Incident Management capabilities of PDC with Enterprise ITSM tools. All it does today is create a case in Service Now side, without any info shared across for severity or assignee group.
Posted: 9 months ago
Posted: 31 Mar 2021 15:03 EDT
Andy Werden (WERDA)
Sr. Director, Product Management, Pega Application Management Suite
@WERDA Thanks Andy for your response and attention. Having added a feedback on PDC tool and approaching our Pega BRM, we got the exact same response. However, the mail handling at Service Now end for us is not a feasibility because of our Enterprise Architectural steer, where ServiceNow side isnt going to help us with enrichment of incidents by maintaining a logic overhead(for and on behalf of PDC) and any further prioritization at its own end, hence the simple request that its rather a must have enhancement for PDC, and sooner the better for Customers like us(who are blocked). We greatly anticipate this simple enhancement in PDC. Thank You.