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xMatters and ServiceNow Notifications

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Presentation on theme: "xMatters and ServiceNow Notifications"— Presentation transcript:

1 xMatters and ServiceNow Notifications

2 xMatters Integration What’s different with integration to ServiceNow
Brent

3 xMatters Integration xMatters group name = ServiceNow Assignment Group name Priority 1 Incidents Critical Only ONE rule for all groups xMatters notifies, acknowledge in ServiceNow Brent

4 Brent

5 xMatters SMS view Brent

6 Mobile Apps Matthew

7 Mobile Apps ServiceNow Classic ServiceNow Agent
ServiceNow Mobile coming soon Not currently supported, use at your own risk Mobile app notifications Each app is a unique channel Some enabled by default Not all notifications have push Matthew

8 SN Mobile Apps Matthew

9 Push Notifications

10 ServiceNow Notifications
Alison/Dave

11 ServiceNow Notifications
End user notifications Incident opened for me, commented, resolved, closed Request opened on behalf of, commented, approved, completed Fulfiller notifications Incident assigned to you, assigned to group, commented, priority raised Change task assigned to you, assigned to group, approved, rejected Catalog task assigned to you, assigned to group Alison DEMO

12 ServiceNow Notifications
Create new channel, needs additional filters SMS Common Notification categories: Approval IT Service Management Knowledge Service Catalog Uncategorized VTB David DEMO

13 ServiceNow Notifications
Create a new channel Primary (default) David DEMO

14 ServiceNow Notifications
Create a new channel Instant Message SMS Voice David DEMO

15 ServiceNow Notifications
Setup a Delegate Type My Profile David DEMO

16 ServiceNow Notifications
Setup a Delegate Type My Profile Go to Delegates tab Click New David DEMO

17 ServiceNow Notifications
Setup a Delegate Type My Profile Go to Delegates tab Click New Configure Delegate abilities Click Submit David DEMO

18


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