ServiceNow integration - matching group and user names

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  Andrew Halstead

  Uhh ouch. Didn't mean to post without any content. 
  
  I've set up the ServiceNow <-> xMatters integration, but the "Incident Alerts" doesn't seem to be able to match the group names from ServiceNow to the group names in xMatters. It comes over to xMatters but the log says that there were no directly identified targets.

  Similarly, Ack responses from xMatters in the "Engage with xMatters" portion don't seem to assign the ServiceNow ticket anywhere. 

  
  Maybe I'm misunderstanding the purpose of the integration. Are there any troubleshooting steps I can perform to figure issues like this out?

  September 20, 2017 21:47

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  Tom Kouhsari

  Hi Andrew,

   

  For the first question, have you made sure to assign the xmatters role (in ServiceNow) to any groups that will be targeted by notifications? 

  For the second one, Engage with xMatters does not change the assignee of the Incident.

   

  Thanks,

  Tom

  September 20, 2017 21:53

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  Andrew Halstead

  Ah ha! That did it. Thanks Tom. I appreciate your extremely expedient response!!

  September 20, 2017 21:58

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  Tom Kouhsari

  Glad we were able to get that solved quickly!

  September 20, 2017 22:04

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