: ServiceNow Incident Updates
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ServiceNow Incident Updates

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ServiceNow Incident Updates

When an event clears on
Prisma SD-WAN
, the CloudBlade retrieves the incident ticket number from the local database and sets the ticket as
Resolved
. In the above example, the column
u_incident_state
is configured to store the incident state and will be set to the value
Resolved
. IT Operators managing ServiceNow tickets use this column as a filtering mechanism and can choose to ignore tickets marked as
Resolved
.
The incident on ServiceNow is updated any time there is an update on the following Prisma SD-WAN event parameters:
  • acknowledged
  • suppressed
  • notes
  • cleared

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