Forum Discussion

CaseyW's avatar
CaseyW
3 years ago

How can I get LogicMonitor INC MGR in Service Now to open certain tickets under different groups?

I got my SNOW integration up and running and noticed that every ticket that gets opened is opened under our service now group "Helpdesk" which is perfect for most incidents. Is there a way to chang...
Mike_Moniz's avatar
Mike_Moniz
Icon for Professor rankProfessor
3 years ago

I don't have the specifics and this is just off the top of my head,  but you should be able to create a property on groups or resources called something like "servicenow.assignmentgroup". Within the ServiceNow integration you can add a new json entry like "assignment_group"="##servicenow.assignmentgroup##". If you use the official LM ServiceNow incident management add-on you might need to make a new mapping translation. Sorry, I don't have further details myself.