Field mappings for Proactive Service Resolution for incidents
Use this topic to learn about the field mappings available for mapping events to incidents and incidents to events in the solution.
When you configure Proactive Service Resolution, by default, event fields are mapped to the incident fields. When an event that matches the trigger condition is generated in BHOM, an incident is automatically created in ServiceNow ITSM. The information in the event flows to the incident based on the fields mapped in the solution.
Related topics
Configuring-Proactive-Service-Resolution-for-incidents-in-ServiceNow-ITSM
Event to incident field mapping
Consult the following table to learn about the required event-to-incident field mappings:
| Incident field | Event field | Additional conditions |
|---|---|---|
| impact | $.event.severity | |
| urgency | $.event.priority | |
| description | $.event.msg | $.event.msg length less than 4000
|
| CMDBLookupKey | ADDM_IntegrationID | |
| short_description | $.event.identifier | |
| state | $.event.status | |
| number | $.event.incident_id | |
| sys_id | $.event.incident_sysid | |
| cmdb_ci | $.ciItem.sys_id | |
| company | $.event.incident_company | $.event.incident_company not empty
|
| category | ||
| caller_id | ||
| close_code | $.event.status == CLOSED
| |
| assigned_to | ||
| close_notes | $.event.status == CLOSED
| |
| correlation_id | ||
| sys_class_name | ||
| CILookupCriteria | $.event.class == Situation
| |
| assignment_group | ||
| ServiceLookupCriteria | $.event.class == Situation
|
Incident to information events field mapping
Consult the following table to learn about the incident-to-information event field mappings:
| Event field | Incident field | Additional conditions |
|---|---|---|
| msg | Incident Information $.event.description, with incident id -, $.event.display_id |
|
| status | OPEN | $.event.status == 6 map with CLOSED |
| severity | INFO | - |
| _identifier | HD_Ticket_$.event.ticket_id | |
| incident_id | $.event.display_id | - |
| incident_status | $.event.status | |
| incident_priority | $.event.priority | |
| source_identifier | ServiceNow Incident | |
| incident_relation_source | $.event.correlation_id | - |
| object | HELIX_IX_PSR | |
| details | ||
| component_id | $.event.cmdb_ci | |
| incident_sysid | $.event.ticket_id | |
| incident_company | $.event.company | |
| incident_assignee | $.event.assigned_to | |
| incident_sumitter | Intelligent Automation |