Go to Admin > Integrations > ServiceNow > Ticketing and select the checkbox next to Enable ServiceNow Incident Creation.
In the Assignment Group pulldown, select the Assignment Group you want Liongard to land incidents.
In the Default Resolution Code pulldown, select a Resolution Code you want Liongard to use when it closes tickets.
Map ServiceNow States with Liongard statuses.
You should have ServiceNow statuses for the following Liongard statuses:
The ServiceNow Priority selected will result in values being set for the Impact and Urgency fields in ServiceNow.
To set up which alerts you want to be sent as incidents to ServiceNow, click here.**
Any status in your PSA can be mapped in Liongard. Clicking the Select Additional PSA Status button on the ticketing page will allow you to select the status that you would like to map.
Once mapped, you can remove the mapping by selecting the trash icon.
Updated 4 months ago