How to update status of incidents on SNow from DNA Center

[nbzy]

Hi, 

I downloaded the dna center app on servicenow and everything is set up correctly. 

I'm able to sync the CMDB as well as create new issues on servicenow based on events on dna center (for example: switch unreachable). However, I want to be able to update the status of those incidents on servicenow once they're resolved or ignored on dna center. How can I do that?

Any help would be appreciated, thank you. 

[ashasin]

Hi,

As of today, automated notification is not sent to service now if you mark an incident as resolved or ignored. You need to mark that event as resolved manually on service now as of today. You can however automate the incident closure on service now based on incident status:
https://docs.servicenow.com/en-US/bundle/utah-security-management/page/product/secops-integration-sir/secops-integration-secureworks-ticket/task/secureworks-ctp-create-profile-additional.html

Automated event notification is currently supported for SWIM upgrades as mentioned in the guide below, however not supported for Assurance issues yet.
https://www.cisco.com/c/en/us/td/docs/cloud-systems-management/network-automation-and-management/dna-center-platform/2-3-5/itsm-ig/b-dnac-itsm-ig-2-3-5/m_appendix_closed_loop.pdf
 

If you find my reply solved your question or issue, kindly click the 'Accept as Solution' button and vote it as helpful.

You can also learn more about Cisco DNA Center through our live Ask the Experts (ATXs) session. Check out Cisco DNA Center ATXs Resources [https://community.cisco.com/t5/networking-knowledge-base/cisco-dna-center-ask-the-experts-resources/ta-p/4394489] to view the latest schedule for upcoming sessions, as well as the useful references, e.g. online guides, FAQs.
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