Hi Laurine,

For that purpose you would deploy an interface driver that links DataMiner with Service Now through the available API.  That will give you a managed object in DataMiner that you can address to interact with Service Now, and for example create a ticket or update one.

Note that while you would be able to do that straight from an automation script then (e.g. you would maybe create some correlation logic to pick up on the alarms that you want to generate a ticket for, and that would trigger an automation script to make the right calls to the Service Now object), it is highly recommended and a best practice to use the DataMiner Ticketing Gateway.  The latter is designed to create integrations with 3rd party ticketing solutions.

There are a lot of advantages using the DataMiner Ticketing Gateway.  Because this way you will have a full list of all tickets also in DataMiner, tickets can be generated and updated there and they will be synched up with Service Now (and updates in Service Now will be flowing back to DataMiner, e.g. status of a ticket).  But as those are standard tickets then in DataMiner, this means that you can use the standard right click option on an alarm to create a ticket, that if you go to an element that you can see all tickets that impact that element, that you can display ticket properties (e.g. their status) in a column in the Alarm Console, that ticket fields can be auto-complete (e.g. name of affected resource) to reduce the margin for human error, etc.

The video library on Dojo also has some content on this topic.

And note that we have done already several integrations with Service Now, so there are already drivers in the catalog.