Create an Incident Ticket
Note:
This step is deprecated unless you are using ServiceNow ticketing. For all other ticketing providers, FireHydrant recommends using their specific Runbook steps:
For ServiceNow users, this Runbook step is the one you must use to create a ServiceNow incident.
Prerequisites
![Setting ServiceNow as the default project in settings](https://files.readme.io/d50482c-image.png)
Setting ServiceNow as the default project in settings
- You must have configured the ServiceNow integration.
- You will need to set the ServiceNow instance as the "default project" in Settings > Incidents > Ticketing settings > Default project.
Adding the step
![Create an Incident Ticket (largely used for ServiceNow only)](https://files.readme.io/e6f0b4a-image.png)
Create an Incident Ticket (largely used for ServiceNow only)
- In a Runbook, edit, click "+ Add step," and then search for "Create an Incident Ticket."
- In this step, fill in the details for the ticket summary and description (both fields support template variables.
- When finished, click "Add step" and save the Runbook.
Note:
Assign ticket to role field does not currently work for ServiceNow. Setting a value there will not assign the ServiceNow incident record to any users.
Updated 5 months ago