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Arunhclite Super Contributor.
Super Contributor.
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Update existing SNOW incident with the Event description

Hi Team,

I want to check few possibilities in HP OMi - SNOW integration.

We have a HP OMi setup integrated with SNOW.

For eg: An event triggered in OMi is forwarded to SNOW for incident creation. Then a second event is triggered with specific values, can that second event's description updated in the already craeted SNOW incident(First event).

Actually we are planning to correlate events for a specific application from different servers. SO the first event will be converted to incident and upcomimg events CI details should be added in SNOW incident.

Kindly let me know whether this is ossible in HP OMi.

Thanks,
Arunkumar.K

 

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Outstanding Contributor.. Mohd_25 Outstanding Contributor..
Outstanding Contributor..

Re: Update existing SNOW incident with the Event description

Well.. You have many options available in OBM to correlate the multiple events. If you are considering about duplicate, then you have option to update the description as well. If the events are same, then the event ID will be same, So Snow can update the same using its update script of existing events.

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Micro Focus Expert
Micro Focus Expert

Re: Update existing SNOW incident with the Event description

Hello 

For the OMi/OBM to send updates of the new data of a duplicate event in the OMi/OBM side the fowarding rule needs to be set as "Notify and Update" or "Synchronize", the first option will allow the OMi/OBM system to send event to the Service Now and will updates if a duplicate event is received with extra information.

The second option "Synchronize" will allow the OMi/OBM to send the event for ticketing and will send updates if duplicates events arrive the OMi/OBM, but will also allow the Serive Now system to update the event in OMi/OBM with extra details added from the Service Now side or to tell the OMi/OBM to close the evetn when the tikcet gets closed.

For this the feature that correlates duplicated events needs to be enabled.

Note that this integration is handled from the Service Now side not by the Micro Focus team, for extra details about this integration refer to the following documentation link, 

https://docs.servicenow.com/bundle/london-it-operations-management/page/product/event-management/task/configure-omi-connector.html

Regards

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