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]

Hi @ollop 

I don't have a better recommendation than using Event Management as proposed before. I suppose you don't want to reinvent the wheel, and the Event Management module in ServiceNow has everything in place to handle a large amount of these kinds of alerts. You even can feed the alerts table with inbound email actions as described on https://docs.servicenow.com/bundle/washingtondc-it-operations-management/page/product/event-manageme... 

[gandalf]

Hi Maik

Sorry if I read only now. I don't want to reinvent the wheel, but I want to invent an improved wheel. Possibly to have the rights 🙂 and free of absurde cost.

I don't really know the Event Management: I far saw it in CPG (Cloud Platform and Governance) module integrated with AWS Cloud. 

I put a thumb up for you and @Harneet Sital .... It seems to me a wise balance between the out of the box (licenses and pre-build logics) and a quick configurable custom app (free and no automatic upgrade).

Thanks

[ollop]

Hi @Harneet Sital 

Great idea. I called something similar "mail eater".

The achivements are multiple: to track the outage as Incident in order to update it, to inform Service Now people working with that 3rd part (groups, responsible people ...) intially and after, to have an history of the cases, the time of the management... Usual business concept behind our technical work 🙂

I wait for @Maik Skoddow idea, appreciating it... I'm courious if it's in line with our mind or a different approach

Nice day

Davide Gandolfi