Change records for ServiceNow Instance Maintenance Operations

[taarik_rahaman]

Hi Everyone,

I'd like our team to get better at creating Change records for ServiceNow datacenter operations, such as maintenance and especially AHA transfers. We actually have run into a rare oddity where AHA transfers have caused severe PROD outages in the past (no longer an issue, but..), so there is value in tracking these as Changes.

The only method that comes to mind is to create a "fake" ServiceNow ID so that we can add our support email address to receive support notifications.  This will allow support/datacenter automation emails to be received by the instance and can be used to trigger Change records (and/or outage records).

Has anyone built a solution like this or otherwise has advice? I've checked with our support resources at ServiceNow and are waiting to hear back.  Initial response was they hadn't heard/seen anything like this..

Thank you.

[taarik_rahaman]

I mean, the ideal scenario would be for ServiceNow to publish some sort of event we can ingest either via monitoring or the instance itself.  To my knowledge, that isn't offered today and I haven't heard plans to offer this.  All monitoring is done on the customer side and any notifications are sent via the aforementioned emails.

[kevin1064]

Don't want to hijack this but has there been any one to have created something for this? We are facing the same issue and wish to have an automated change/incident created in our local instance (not the support portal) as its where we already are and we can keep focus on it. With some notifications coming out 20+ days in advance of a downtime, we tend to lose track in emails. 

I am toying with the idea to forward my own emails into the instance and doing something with an inbound action but would much prefer something concrete that's setup at the system level and not dependent on any one user.