After configuring the Customer Mappings, the next step is to configure the ServiceNow Ticketing feature.

This article provides detailed instructions to configure the Severity Mappings and the ServiceNow Ticketing feature from the Managed Service Centre (MSC) console.

Before you begin

Ensure you have configured ServiceNow on your MSC console. For more information, refer to Introduction to ServiceNow Integration.
Ensure that you have enabled the Ticketing feature while configuring ServiceNow.
Ensure you have mapped your customer accounts with ServiceNow Companies. For more information, refer to Configure Customer Mappings for ServiceNow.

ServiceNow Prerequisites

The MSP Administrator has already created companies in ServiceNow.
At least one company is available in ServiceNow.
MSP administrators must ensure that Impact and Urgency fields are configured in ServiceNow.
MSP administrators must ensure that basic ticket creation is working for the selected company in ServiceNow before configuring it for integration.

📝 Note: Ticketing feature is not supported for Druva GovCloud, AP1, and Restricted customers.

Configure Ticketing Feature

To configure the Ticketing feature, you must first set up the Severity Mappings.

Step 1: Severity Mapping

In the MSC Console, navigate to Settings > Integrations.
Select ServiceNow and open the Ticketing tab.
In the Severity Mapping section, click Manage.
In the Manage Severity Mapping window, map each Druva Alert Severity:
- Critical: Requires immediate resolution.
- Warning: Requires resolution as soon as possible.
- Informational: Event may not require administrator-assisted resolution.

5. Select the corresponding ServiceNow Impact and ServiceNow Urgency from the dropdown. The available options are fetched from your ServiceNow instance.

6. Click Save to apply the mapping.

Note: The Severity Mapping table shows the status as "Mapped" or "Unmapped" based on whether you have configured the Impact and Urgency values for each severity level.

Step 2: Configure Default Caller & Ticket Settings

Once severity mappings are configured, go to the Ticket Management section. Click Edit Settings to configure the default caller for ticket creation.

Note: The Caller field is mandatory for ticket creation. You must configure this before tickets can be created in ServiceNow.

While in the settings, configure the following product-specific parameters:

Caller: In the Caller field, select a default ServiceNow user who will be set as the caller for all tickets created from MSC alerts. Available users are fetched from your ServiceNow instance.
Category (Optional): The primary classification category in ServiceNow.
Sub Category (Optional): A specific categorization under the selected Category.
Assignment Group (Optional): The team responsible for handling the incident.
Create Tickets For: Select the severity levels (Critical, Warning, Informational) that should trigger incident creation.
Ticket Update: You can configure how incidents behave when an alert is resolved in Druva:
- Add new note on alert resolution: Select this to add a work note to the ServiceNow incident when the alert is resolved in Druva.
- Update ticket status on alert resolution: Select this to automatically update the incident status in ServiceNow once the Druva alert is resolved.
- Updated Status: If status update is enabled, select the specific ServiceNow status to assign to the resolved incident (e.g., On Hold, Resolved, Closed).
  - On Hold: Requires an on-hold reason to be selected.
  - Resolved: Requires a resolution code to be selected.
  - Closed: Requires a resolution code to be selected.
- Reason: Here select the reason for the updated status for the ticket.

📝 Note:

Ticket update feature is not available for Cyber Resiliency and MSP product categories.
You can stop receiving tickets for a specific product by unchecking all severity levels in the "Create Tickets For" section and saving.
Auto-resolution of tickets within the MSC console is only supported for tickets originally generated by the MSC. Tickets created manually or directly within the ServiceNow console are ineligible for automated resolution.
Ticket updates will not create new tickets for the same alert - only the initial alert triggers ticket creation. Subsequent updates to the same alert will only update the existing ticket if ticket update is enabled.

Enable or Disable Ticketing

To enable or disable the ticketing feature-

Go to Settings > Integrations.
Select ServiceNow.
Toggle the Ticketing switch to enable or disable the feature.

When disabled, no new incidents will be created in ServiceNow from Druva alerts. However, existing tickets will remain in ServiceNow.

Error Handling

If ticket creation fails, you will receive an alert in the MSC console. For detailed information about alert types and resolution, see Alerts for ServiceNow Integration.