Automated Incident Ticket Creation for Informatica Job Failures

[FriendlyDude]

Hi All,

I'm doing an analysis/poc on how to automate creation of incident tickets whenever there is failure in one of its workflows or jobs.

Has anyone done this, and how did you implement the integration?

[Siddhesh Wani1]

Hi @FriendlyDude ,
Yes, I have implemented this functionality using REST integration.
When one of our systems encounters a failure or generates errors, an incident is automatically created in our ServiceNow platform. Additionally, when another system fails, the relevant data is received via an API, and using REST integration, an incident is created and assigned to the appropriate assignment group based on the error details.
For such integrations, it is essential to have thorough knowledge of REST integration and API management.

If this works, please mark it as helpful/accepted — it keeps me motivated and helps others find solutions.

Best Regards

Siddhesh

[FriendlyDude]

Hi Siddesh, thanks for responding. I see that it can be done through REST Integration, and I appreciate you sharing the scenario how the integration works.

[kaushal_snow]

Hi @FriendlyDude ,

I would say recommended approach is REST API.  Informatica can be configured to send failure notifications (payloads) to a REST endpoints and ServiceNow receives these via a scripted REST API endpoint..

Integration Options for Informatica >  ServiceNow

Option 1: REST API Integration (Recommended)

Informatica Side: Configure workflows/job steps to call ServiceNow REST API when failures occur...

ServiceNow Side: Create a custom REST endpoint or use a Flow Designer trigger to automatically create an incident with mapped details (error, job ID, etc.).

This method is direct, flexible, and widely used for system to system alerting....

Option 2: ServiceNow Connector within Informatica

Informatica offers a ServiceNow Connector that allows:

Read, lookup, insert, update, upsert, and delete records in ServiceNow.

Seamless interaction without manual coding...

You can build an Informatica mapping where, upon detecting a failure, it upserts an incident record in ServiceNow using this connector.

You can follow this documentation from Informatica: https://docs.informatica.com/integration-cloud/data-integration-connectors/current-version/serviceno...

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[FriendlyDude]

Hi Kaushal, this is really appreciated especially you providing options on how we can do the integration. If you can be more specific with the pros and cons of the two options, can you please share?