: ServiceNow Advanced Configurations
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ServiceNow Advanced Configurations

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ServiceNow Advanced Configurations

Manage Incident Impact

All
Prisma SD-WAN
events have a severity associated with them. Information on event severity can be found in the
Alerts and Alarms
section in the
Prisma SD-WAN
Administrator’s Guide. However, incidents generated from certain sites or devices may have a higher or lower impact than the
Prisma SD-WAN
event severity. To handle such scenarios, the ServiceNow CloudBlade makes use of tags that can be configured at the site and device level to adjust the impact mapping in ServiceNow.
The tags
snow-high
,
snow-med
, and
snow-low
can be used to adjust impact of events generated from sites and/or elements. If any of these tags are configured at the site or device, all events generated from that particular site or device will have the corresponding impact.
Alarm Severity
Site/Element Tag
Modified Impact
critical, major, minor
snow-high
1 - High
critical, major, minor
snow-med
2 - Medium
critical, major, minor
snow-low
3 - Low

Block Incident Creation

When the
snow-block
tag is configured at the site or device, the Cloudblade will not forward any event generated from those sites or elements to ServiceNow.

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