In addition to opening incidents, you can now configure HCL Workload Automation to send events
directly to a ServiceNow instance when a specific rule is triggered.
This update enables you to connect HCL Workload Automation events directly
to ServiceNow triggers.
Key capabilities
Action variety
Choose to either open an incident or trigger a custom
event, or even both, depending on your business
needs.
Attribute overrides
When defining actions in the Workload
Designer or composer,
you can specify parameters that override the default
values set in optman.
Synchronized communication
Success is confirmed as soon as the event is
successfully handed off to ServiceNow, ensuring your
automation flows continue smoothly.
Automatic entry creation
Triggered events appear as new entries in ServiceNow,
containing all parameters defined in the HCL Workload Automation configuration.
Benefits
Faster incident response
By sending an event instead of just opening a generic
incident ticket, you can trigger specific workstreams in
ServiceNow. ServiceNow's automated event management can
therefore map and route alerts to the correct team
instantly. By removing the need for manual ticket
sorting, you speed up the resolution process and ensure
that the data needed to fix the issue is available
immediately.
Total control from a single interface
You can define parameters directly within the
Workload Designer or the
composer command-line interface.
These rule-specific definitions take precedence over the
global settings maintained in optman.
This local override capability ensures that specific
event rules can be tailored for unique ServiceNow
instances without requiring a global configuration
change.
For further information about the integration, browse to Automation Hub. For information about other available
actions instead, see ServiceNow actions.