Dell SRM - Automating Incident Management in ServiceNow
Mon, 06 May 2024 21:47:28 -0000
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The upcoming release of SRM 5.0 introduces a new Solution Pack for ServiceNow, which will bring automated incidents creation in ServiceNow based on SRM alerts.
This blog delves into custom SRM integrations with the ServiceNow incident management process. The integration enables ServiceNow to automatically open, update, close, and reopen incidents based on alerts originating from SRM, streamlining customers' IT service management processes.
The following diagram describes the architecture of SRM incident management in ServiceNow:
Delving into more detail, to trigger creation, update, closure, and reopening of ServiceNow incidents from SRM alerting, you must create a scripted REST API resource, as shown in the following figure. This resource listens to HTTP POST requests from the SRM and responds accordingly by creating, updating, closing, and reopening an incident.
A core component of the ServiceNow scripted REST API resource is the JavaScript that controls the ServiceNow action upon receiving HTTP POST queries from SRM. The JavaScript documented in the following image creates, updates, closes, and reopens an incident:
An SRM report is created in the reporting webapp, as shown in the following figure, including the serial number, storage system alias, and total time since last collection:
Additionally, an alert is created on the SRM alerting webapp shown in the following figure:
ServiceNow then creates an incident that corresponds to the SRM Alert created, which includes the state of the incident, a short description of the incident, the user input, and the subcategory:
Check out this white paper on automating incident management in ServiceNow for more information.
Author: Dejan Stojanovic