If your IT process requires a helpdesk ticket be created to resolve incidents, then you can use the ticketing connector to associate the incident with a helpdesk ticket and have Enterprise Manager automatically open a ticket when the incident is created. Communication between Incident Manager and your ticketing system is bidirectional, thus allowing you to check the changing status of the ticket from within Incident Manager. Enterprise Manager also allows you to link out to a Web-based third-party console directly from the ticket so that you can launch the console in context directly from the ticket.

For example, according to the operations policy of an organization, all critical incidents from a production database should be tracked by way of ServiceNow tickets. A rule is set up to create a ServiceNow ticket when a critical incident occurs for the database. When such an incident occurs, the ticket is generated by the rule, the incident is associated with the ticket, and the operation is logged for future reference to the updates of the incident. While viewing the details of the incident, the DBA can view the ticket ID and, using the attached URL link, access the ServiceNow to get the details about the ticket.

Before you perform this task, ensure the following prerequisites are met:

• Monitoring support has been set up.

• ServiceNow ticketing connector has been configured.

Perform the following steps:

1. From the Setup menu, select Incidents, then select Incident Rules.

2. On the Incident Rules - All Enterprise Rules page, select the appropriate rule set and select Edit.... (Rules are created in the context of a rule set. If there is no applicable rule set , create a new rule set.)

3. Select the appropriate rule that covers the incident conditions for which tickets should be generated and select Edit...

4. Select Next to proceed to the Add Actions page.

5. Select +Add to access the Add Conditional Actions page.

   1. Specify that a ticket should be generated for incidents covered by the rule.

   2. Specify the ticket template to be used.

6. Click Continue to return to the Add actions page.

7. On the Add Actions page, click Next.

8. On the Review page, click Continue.

9. On the Specify Name and Description page, click Next.

10. On the Review page, click Continue. A message displays indicating that the rule has been successfully modified. Click OK to close the message.

11. Repeat steps 3 through 10 until all appropriate rules have been edited.

12. Click Save to save your changes to the rule set.