Field mappings 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 |
short _description | BMC Helix Intelligent Automation Created Incident # $.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 | - | - |
called_id | - | - |
close_code | Solution provided | $.event.status == CLOSED |
assigned_to | - | - |
close_notes | BMC Helix Intelligent Automation resolved this incident | $.event.status == CLOSED |
correlation_id | $.event.identifier | - |
sys_class_name | incident | - |
CILookupCriteria | correlation_id STARTS WITH $.event._node_Service_key_mapping name STARTSWITH $.event.source_hostname | - |
assignment_group | - | - |
Incident to 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 | $.event.status |
|
severity | INFO | - |
_identifier | HD_Ticket_ $.event.ticket_id | - |
incident_id | $.event.display_id | - |
incident_status | $.event.status | - |
incident_priority | $.event.incident_priority | - |
source_identifier | ServiceNow Incident | - |
incident_relation_source | $.event.correlation_id | - |
object | HELIX_IA_PSR | - |
details | - | - |
component_id | $.event.cmdb_ci | - |
incident_sysid | $.event.ticket_id | - |
incident_company | $.event.company | - |
incident_assignee | $.event.assigned_to | - |
incident_submitter | Intelligent Automation | - |