Is it possible to have an actual alert red iight to be turned on when a Critical ticket arises?

luiz3
Kilo Contributor

3 weeks ago

Here in our IT Service Desk are we user Service Now to help our company users and we need to monitor very closely every Critical ticket received and respond to them in no more than 5 minutes. Wonder if its possible to have an actual alert red light 🚨 to be turned on every time a Critical ticket arises.

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KrishnaMohan
Giga Sage

3 weeks ago - last edited 3 weeks ago

Hi @luiz3 ,


what does mean by light? No, I believe you cannot have a physical red light turn on for a new critical ticket in ServiceNow. However, you can set up several types of digital alerts and notifications within ServiceNow to help your IT Service Desk team monitor and respond to critical tickets promptly.

 

  • List view alerts: Use 'Field Styles' to apply custom CSS to a field based on its value. For instance, you can make the 'Priority' field on the incident list view glow red for critical tickets.

  • Notification: Create an email and push notification that triggers for any new incident with Priority 1 - Critical. Send this notification to the IT Service Desk group.

  • Service Level Agreement (SLA): Set up a P1 Critical SLA with a 5-minute response time. You can configure this SLA to send escalating notifications at the 2-minute and 4-minute marks if the ticket hasn't been assigned or updated, serving as a proactive alert to agents.


If this helped to answer your query, please mark it helpful & accept the solution.
Thanks!
Krishnamohan

 

Dr Atul G- LNG
Tera Patron
Tera Patron

2 weeks ago

Hi @luiz3 

 

Yes, it’s 100% possible. However, to achieve this, you'll need to integrate IoT with ServiceNow. From a technical perspective, it’s feasible — but you’ll need to explore more about IoT and how to pass that information down to the circuit level.

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mujeebqasimi
Mega Contributor

2 weeks ago

Yeah, you can definitely make that happen. Just throw in a flow or a business rule in ServiceNow that kicks in whenever an incident gets logged with Priority = Critical. That’ll be your trigger. From there, send a REST call over to the Philips Hue API and switch the light to red. Doesn’t have to be just a bulb either strips or any Hue gear will do the trick.
If you implement it, please do upload a picture of it 🙂

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