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