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Integrating Pega Predictive Diagnostic Cloud with ServiceNow

Integrate Pega Predictive Diagnostic Cloud™ (PDC) with ServiceNow to track and manage the resolution of issues detected by PDC in your system. After you configure this integration, you can create ServiceNow incidents and events by sharing PDC cases and by sending PDC notifications directly to ServiceNow.

Currently, PDC supports only basic authentication with ServiceNow.

Before you begin

Before you configure integration with ServiceNow, ensure that you have the following information:

  • The URL that you use to log in to your ServiceNow account, for example, https://myaccount.service-now.com.
  • The user name and password that you use to log in to ServiceNow, for example, John.Doe@example.com and Password-123456.

Configuring integration with ServiceNow

  1. Log in to PDC as a Manager.
  2. In the PDC header, click the Properties icon, and then select Integrations > Integrations.
    Accessing the Integrations menu from the PDC header
    "Accessing the Integrations menu from the PDC header"
    Accessing the Integrations menu from the PDC header
  3. In the list of integrations, click ServiceNow.
    Accessing the Configure ServiceNow menu
    "ServiceNow marked on the list of configured integrations"
    Accessing the Configure ServiceNow menu
  4. Enter your ServiceNow account’s URL, for example, https://myaccount.service-now.com.
  5. Enter your ServiceNow user name and password.
  6. In the Target Table section, select the items that you want to create in ServiceNow by sharing a case: Event or Incident.
    Configuring the ServiceNow integration in PDC
    "Configure ServiceNow window with an example configuration of ServiceNow integration"
    Configuring the ServiceNow integration in PDC
  7. Click Submit.

Enabling notifications to ServiceNow

PDC can automatically create ServiceNow events and incidents by sending the selected event-based notifications directly to ServiceNow. For more information, see Managing notifications in Pega Predictive Diagnostic Cloud. Before you can configure this feature for specific notifications, you must enable it in PDC.

  1. Log in to PDC as a Manager.
  2. In the PDC header, click the Properties icon, and then select Integrations > Integrations.
  3. In the Configured Integrations section, turn on the Enable for notification switch located in the ServiceNow row.
ServiceNow notifications enabled in PDC
"ServiceNow notifications enabled in PDC"
ServiceNow notifications enabled in PDC

To remove an integration that you no longer need, see Removing integration with a project management tool from Pega Predictive Diagnostic Cloud.

If you remove the integration with ServiceNow, all of the notifications that you have configured for this integration are also removed.

What to do next

After you configure the integration, create ServiceNow events and incidents by sharing PDC cases. For more information, see Sharing a Pega Predictive Diagnostic Cloud case with a project management tool.

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