Outage sent by 3rd integrated parts

[ollop]

Hi Folks!

I hope it is going in right way and I wish you a wonderful incoming weekend.

I post here to simply evaluates ideas about this aspect.

We have other SaaS integrated with our Service Now Platform. An example is SAP integrated using IH Spoke of Success Factor or API.

You know that also this 3rd part can have some outages, interruptions or - general speaking - disruptions of their services: in our example, SAP sends a lot of emails stating the miscellaneous things, creating a mess and - above all - not traking the situation (e.g. Incident Process)

I attach here an example of what I'm telling you (please, see my attachment). The discussion is: how to achieve a "general" approach for these situations? Do you know a smart solution in order to have a simple approach to manage it now and also tomorrow? Do you know if Service Now have it?

Thank you in advance for your time reading my post and all contributions are welcome

Warmly

Davide Gandolfi

[Maik Skoddow]

Unfortunately, it's not clear what exactly you want to achieve with a "general approach". Therefore your question cannot be answered.

The only thing I can recommend is taking a look on the "Event Management" solution of ServiceNow, which consumes alerts of external systems to trigger the related actions.

I have built an overview page for the same: Event Management

[Harneet Sital]

Hi @ollop , just to clarify this further your question is related to which of the aspects of your post?
- What should an ideal setup be for disaster or outage recovery in the integrations setup?

- or if such applications fail how does one manage these cases in ServiceNow?

[ollop]

Hi @Maik Skoddow  and @Harneet Sital 

Thank you for your writings in really short time!

Sorry if my first intervention was unclear. I try to narrow a bit more.

Obviously the first and fast idea if you receive email is... email inbound action.

This means: take a look on the attached email, define all the aspect in order to create an Incident, configure the last stuffs (categorization and assignment group).... Done!

But this solution - and this is the reason I write "generic" - it's not scalable. If the body of received email changes, or if you want to trap other similar email, you have to start again in your process.

This is also the reason why I post in "Architects" and not "Developers"; my goal is discuss on possible solutions of it and not take out a quick reply.

Therefore this post it's like a brainstorming virtual session where, if you like it, you can put on the table your approach to have the punctual answer (to my attached file, I mean) but also a robust way to address similar future situations or the same one but updated

I hope in your nice day

Warmly

Davide Gandolfi

[Harneet Sital]

Hi Davide, 

That makes sense, I suppose if it is all an email that you receive from the vendors say Confluence, SAP, Slack any of these apps are down then you can set up a new custom table to manage these better if you want a full-fledged solution. Your columns can be - 
 - Domain (@sap.com),

 - CI the corresponding outage or incident needs to be tagged to
 - Short Description regex to fetch the right keywords

 and then have a generic flow or inbound email action to create respective records based on validation from this custom table.

But I am still not very sure of what we would achieve from it since the outage is being managed in a different environment and all we are getting are updates. But hope the above setup might help to start with. 

@Maik Skoddow what are your thoughts?