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Viewing XClarity One incidents

ServiceNow for Lenovo XClarity One can automatically create and synchronize incidents for serviceable hardware events received from Lenovo XClarity One. When an incident is created in ServiceNow, a corresponding service ticket is also created in Lenovo XClarity One to provide visibility into the incident status from both systems.

Viewing incidents​

Procedure

To view incidents, complete the following steps.

  1. From the ServiceNow portal, click the All tab, search for "XClarity One Incidents" in the drop down-menu search field, and then click XClarity One Incidents to display a list of incidents that were created from Lenovo XClarity One serviceable events, including the incident number, state, priority, affected device, and other incident details.
  2. Click the incident number hyperlink to open the incident record. The incident form contains information about the originating Lenovo XClarity One event, affected device, incident state, assigned group, work notes, and other ServiceNow incident information.

Viewing the affected configuration item​

Procedure

Each incident is associated with the affected configuration item (CI) that represents the managed device.

  1. From the ServiceNow portal, click the All tab, search for "XClarity One Incidents" in the drop down-menu search field, and then click XClarity One Incidents to display a list of incidents that were created from Lenovo XClarity One serviceable events, including the incident number, state, priority, affected device, and other incident details.
  2. Click the incident number link to open the incident record.
  3. Scroll to the Related Links section and click Affected CI. The configuration item record contains device information that was imported from Lenovo XClarity One and stored in the ServiceNow CMDB.

Incident synchronization​

When a Lenovo XClarity One serviceable event creates an incident in ServiceNow, a corresponding service ticket is automatically created in Lenovo XClarity One.

Any updates to the incident state in ServiceNow are synchronized to the corresponding Lenovo XClarity One service ticket.

Supported state changes include:
  • Open
  • In Progress
  • On Hold
  • Resolved
  • Closed
Important
Only the incident state is synchronized from ServiceNow to Lenovo XClarity One. Changes to other incident properties, such as assignment groups, work notes, comments, descriptions, priorities, and custom fields, are not synchronized to Lenovo XClarity One.