This integration is certified by ServiceNow and includes an application that should be installed in the customer's ServiceNow instance. This certified application creates a staging table so that the integration does not have to write directly to the incident table, and it also creates an appropriate user role for an integration user.
The package includes installation, setup and configuration of the Zenoss Incident Management Integration ZenPack and allows Zenoss software to create, modify, reopen, acknowledge, link, assign and close incidents.
Zenoss integrates with ServiceNow Incident Management as part of the problem-resolution workflow that is initiated when a Zenoss event is generated. The integration is bidirectional, so when an event is closed in the incident management tool, the corresponding event is automatically closed in the Zenoss platform, and vice versa. Administrators can also tune the solution to intelligently generate tickets based on specific event conditions to avoid generating alert floods.
The Incident Management Integration ZenPack is also available for the following third-party incident management systems: BMC Remedy, CA Service Desk, Atlassian Jira and OTRS.