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Integração OpsGenie x ServiceNow - Tabela diferente da padrão (Incidente)

Olá!

BRs - Business Roles - OpsGenie x ServiceNow.png

Por padrão, a integração do OpsGenie ocorre com a tabela de incidente.
Possuo uma tabela customizada chamada incident_alert, e gostaria que os Alertas do OpsGenie chegassem quando eu abrisse um chamado nesta tabela, e não para abertura e incidentes que é o padrão.
Alterei todas as Business Roles do OpsGenie, apontando para tabela incident_alert e coloquei os respectivos campos também desta tabela, porém o alerta não está sendo disparado.
Existe algum tipo de apontamento na integração do OpsGenie x ServiceNow para tabela incidente que preciso alterar para tabela de incident_alert?
Entendi que alterando apenas as BRs, eu abriria uma incident_alert e o alerta seria disparado, mas isso não ocorreu.

Por favor, preciso de ajuda.

Obrigado.

 

Patrick Rajão

1 answer

0 votes

Hi @Patrick Rajao Marques -

Does your ServiceNow System logs show any insight on why this wasn't triggered? It may be best to check this first to get more information on the ServiceNow side. 

We'd also be happy to take a look at your logs on the Opsgenie side, but reaching out to SNOW support may provide more detail on this as well.

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