Description

Describes the ServiceNow® Incident Rules feature within the ThinkSmart Manager portal (https://portal.thinksmart.lenovo.com)  

Integration with ServiceNow allows Organization (Org) owners and Administrators (admins) to create rules that will trigger incident creation in the ServiceNow platform based on the selected event. This functionality is available for devices with ThinkSmart Manager Premium license subscriptions.

For more information on ThinkSmart Manager portal, ThinkSmart Manager mobile app, and the ThinkSmart Manager Service (TSMS), visit: ThinkSmart Manager platform.

Applicable Systems

• ThinkSmart One
• ThinkSmart View Plus
• ThinkSmart Core
• ThinkSmart Edition Tiny M920q (10T1)
• ThinkSmart Hub
• ThinkSmart Hub 500

Solution

Start by creating automations that synchronize ThinkSmart devices issues with ServiceNow incidents. The following information is needed to establish the connection between the ThinkSmart device and ServiceNow:

• ServiceNow Instance URL
• ServiceNow User ID
• ServiceNow Password
• ServiceNow Client ID
• ServiceNow Client Secret

Use the following steps:

1. Go to Issues Manager, select ServiceNow Incident Rules, and click the Configure Connection button.
   
2. Enter the the following Instance Credentials and Client Credentials. Click the Connect ServiceNow button.
   • ServiceNow Instance URL
   • ServiceNow User ID
   • ServiceNow Password
   • ServiceNow Client ID
   • ServiceNow Client Secret
     
      
3. Once connected, start creating Incident Rules by clicking the Create New Rule button.
   Note: Before creating the rule, check the way mandatory ServiceNow incident fields that are set for your instance. ServiceNow incidents will be successfully created despite mandatory fields if you set them a using client-side (browser) approach. At the same time, ThinkSmart Manager incident is not created if a server-side technique for setting mandatory fields is used.
   
   
4. Create rule by selecting Create a new rule, then provide the following RULE INFORMATION. Click the Save button:
   
   • Title
   • Event
     • Offline
     • Overheated
     • Low Space
     • Login Issue
     • Video disconnected
     • No touch panel
     • Logi Sync overloaded
     • Logi Sync timeout
     • Logi Sync firmware retrieval
     • Logi Sync device retrieval
     • Logi Sync firmware update
     • Peripheral disconnected
   • Urgency:
     • High
     • Medium
     • Low
   • Impact:
     • High
     • Medium
     • Low
   • Create issue exist longer than (choose how long the issue should exist before Incident is created in ServiceNow platform): 
     • None
     • 10 minutes
     • 30 minutes
     • 60 minutes
5. Active the rule by selecting Activate. Once activated, ServiceNow Incident creation is enabled for ThinkSmart Manager Premium devices in the organization.
   

ServiceNow Incident Rules can be changed by clicking on the rule title. The Incident Rules appears in the section to the right.