Configure ServiceNow Ticketing with Proactive Workflows

Overview

DvSum supports ticketing integrations with external platforms such as ServiceNow and Jira. A ServiceNow source provides the connection to ServiceNow, and the ServiceNow Collections created from the source can be used in a Proactive Workflow to configure ticketing actions.

At the Proactive Workflow level, ticket actions can be configured to support either manual ticket creation or automatic ticket creation based on configured incident conditions.

Configuring ServiceNow as Source

DvSum Data Intelligence allows users to connect to ServiceNow as a data source. A ServiceNow source provides the connection and authentication details that can then be reused by Collections and Workflows.

Prerequisites

Before creating the ServiceNow source, make sure you have:

• A ServiceNow instance.
• The ServiceNow instance URL.
• A ServiceNow user account with the required permissions.
• OAuth password credentials configured in ServiceNow.
• The OAuth token endpoint for the ServiceNow instance.

Create a ServiceNow Source

1. Navigate to Data Sources.
2. Click Add Source.
3. Go to Ticketing section for and select ServiceNow.
4. Enter a name for the source.

Configure the Connection

Open the Connection configuration for the ServiceNow source.

Base URI: Enter the base URL of the ServiceNow instance.

Example: https://dev364935.service-now.com

The Base URI identifies the ServiceNow instance that DvSum will communicate with.

Configure Authentication: Configure the following authentication settings:

Authentication Type:  OAuth2 (Password Credentials)

Access Token URL: Enter the ServiceNow OAuth token endpoint.

The token endpoint is used to obtain an OAuth access token for authenticating API requests to ServiceNow.

Username: Enter the ServiceNow username that will be used for the connection.

Example: admin

Password: Enter the password associated with the ServiceNow account.

Client ID: Enter the OAuth application's Client ID configured in ServiceNow.

Client Secret: Enter the OAuth application's Client Secret.

Client Authentication: Configure the client authentication method required by the ServiceNow OAuth configuration.

Audience: If required by the ServiceNow OAuth configuration, provide the appropriate audience value.

Test the connection if the Test Connection option is available.

After the connection is successfully validated, save the source.

ServiceNow Collections

After the ServiceNow source is created and authenticated, a Collection is created automatically.

The Collection contains the ServiceNow operations required for ticketing, such as:

• List Incidents
• Get Incident
• Create Incident
• Update Incident
• List Work Orders
• Create Work Order

Configure Ticketing on Proactive Workflow

Once the ServiceNow source is configured, open a Proactive Workflow.

1. Navigate to Workflows.
2. Open a Proactive Workflow.
3. Open the Actions tab.
4. Configure the Ticket Creation action.

The ticket action can be configured using the ServiceNow Collection.

Ticket Creation Options

Two ticket creation options are available.

Manual Ticket Creation: Allow Users to Create Tickets Directly from Incidents.

Automatic Ticket Creation: Automatically Create Tickets When Incidents Match the Configured Conditions.

Both options can be enabled when both manual and automatic ticket creation are required.

Manual Ticket Creation

The Allow users to create tickets directly from incidents option allows a ticket to be created manually from a node incident.

Configure the Ticket Creation Action

The ticket creation action includes the following configuration:

• Ticketing Platform
• Short Description
• Description
• Assignee
• Priority

Select the Ticketing Platform

Select the ServiceNow as the ticketing platform.

Select the appropriate ServiceNow source configured.

ServiceNow supports ticketing options such as:

• Ticket
• Work Order

Ticket Creation

Navigate to the required node and analyze it.

Open the Incident Actions

1. Open the required node incident.
2. Navigate to the Actions tab.
3. Select Create Ticket.

The configured ticket creation form is displayed.

Review the Ticket Information

After a ticket is created for an incident, the ticket information is displayed inline in the Incident Detail page header.

The header displays the following ticket information:

• Assigned To
• Ticket ID
• Status
• Assignee
• Priority
• Due Date

The ticket information is populated based on the configuration of the Workflow Action.

The available incident values can be used in fields such as Short Description and Description.

For example, if Action Required is included in the configured expression, its corresponding value is automatically populated when the ticket is created.

The value does not need to be entered manually.

Ticket Status

The ticket status is displayed in the Incident Detail page header along with the ticket information.

The ticket status is synchronized with the corresponding ticket in ServiceNow. When the status of the ticket is changed in ServiceNow, the updated status is reflected in DvSum.

For example, if the ticket is moved to a different status in ServiceNow, the corresponding status displayed in the Incident Detail page header is updated accordingly.

Existing Ticket Behavior

After a ticket is created for an incident, another ticket cannot be created for the same incident while the existing ticket is active.

For example, if the ServiceNow ticket is changed to On Hold, the ticket remains active and another ticket cannot be created.

After the existing ticket is closed, another ticket can be created for the incident.

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Automatic Ticket Creation

The Automatically create tickets when incidents match the configured conditions option allows a ticket to be created automatically when an incident meets the conditions configured in the Proactive Workflow.

1. Open the required Proactive Workflow.
2. Open the Actions tab.
3. Enable Automatically create tickets when incidents match the configured conditions.

4. Configure the conditions that identify the incidents requiring a ticket.
5. Select ServiceNow as the ticketing platform.
6. Select the Task type.
7. Configure Ticket Details: Short Description, Description, Assignee, Priority.
8. Select the required ServiceNow Collection and operation.
9. Select Done.

Automatic Ticket Creation Behavior

When the node is analyzed, DvSum evaluates the generated incident against the conditions configured in the Proactive Workflow.

If the incident satisfies the configured condition, the Ticket Creation Action is triggered, and the ticket is automatically created in the selected ticketing platform.

No manual Create Ticket action is required from the incident.

Manual and Automatic Ticket Creation

Status Mapping

The Status Mapping grid allows you to define how ticket statuses in ServiceNow correspond to the incident status in the platform. When a linked ticket's status is updated in ServiceNow, the corresponding incident status updates automatically based on this mapping table.

• Default State: When a new ticket or work order is created against an incident, its initial ServiceNow ticket status is set to Draft, and the platform incident status is set to Ticketed (or mapped according to your configuration).
• Automated Synchronization: As the workflow progresses in ServiceNow (for example, moving from Draft → Acknowledged → Closed Complete), the incident status synchronizes accordingly upon refresh.
• Unlinked State: If an incident has no active ticket linked, its status defaults to Identified.

Configuring Status Mapping

1. Navigate to the Action tab of your proactive workflow.
2. Scroll to the Status Mapping section.
3. Click + Add to insert a new mapping row, or edit an existing row.
4. Select one or more Ticket Statuses from the dropdown (such as Draft, Qualified, Awaiting Approval, Scheduled, Approved, Assigned, Work in Progress, Closed Complete, Closed Incomplete, or Cancelled).
5. In the Incident Status dropdown, choose the corresponding platform status:
   • Identified
   • Ticketed
   • Acknowledged
   • Auto Cleared
   • Needs Review
   • Ignored
   • Closed
6. Click Save in the top right corner to apply the workflow changes.

Ticket Status (ServiceNow)	Incident Status (DvSum Platform)	Example Behavior
Draft	Acknowledged (or Ticketed)	Sets incident to Acknowledged as soon as a draft ticket is created.
Closed Complete, Closed Incomplete, Cancelled	Closed	Automatically transitions the incident to Closed when the ServiceNow work order completes.

Priority Mapping Configuration

The Priority Mapping grid ensures that incident priority levels defined in the platform translate directly into the correct ServiceNow ticket priority upon creation.

• When a ticket is created—either manually from an incident node or automatically via a proactive workflow trigger—the platform matches the incident's severity priority and assigns the corresponding Ticket Priority.
• Custom priority values (such as MONITOR, P1, P2, P3, P4) can be mapped to ServiceNow priority tiers (Critical, High, Moderate, Low).

Configuring Priority Mapping

1. Open the Action tab in the Proactive Workflow settings.
2. Under the Priority Mapping grid, review existing mapping rules or click + Add to create a new mapping.
3. In the Incident Priorities field, enter or select the platform priority tags (e.g., P1, MONITOR).
4. In the Ticket Priority dropdown, select the target priority level (1 - Critical, 2 - High, 3 - Moderate, or 4 - Low).
5. Click Save to save the workflow configuration.

Incident Priority	ServiceNow Ticket Priority
P1, MONITOR	1 - Critical
P2	2 - High
P3, P4	3 - Moderate
P5	4 - Low

Incident Executions

The Executions section displays the execution history for an incident, including the date, time, execution type, and affected assets.
To view the execution history:

1. Click the Executions tab.
2. The Incident Executions panel opens on the right side of the screen.
3. Select a time range to filter the execution history: 
   7 Days
   30 Days
   90 Days
   All
4. Review the available execution records. Each record displays: 
   Execution date and time
   Execution type, such as Monitor – PROACTIVE
   Affected assets/modems
   Segment, when available
5. The most recent execution is marked as Latest.