Creating an Incident Ticket

To create an incident ticket in a third-party system, such as ServiceNow:

Configuring the Incident System Connector

To configure the incident system connector:

  1. Click the Configuration tab.


  2. Click Manage Connectors.

  3. Click Create.
  4. Select an incident connector, in this case, ServiceNow.
  5. Configure the associated fields.
  6. Click Save and Deploy.

Creating the Associated Action to Create an Incident

ECM has a default create incident action that allows you to create an incident with the default parameters set in the connectors section.

To access this action, right-clicking at step 2:

This action menu item becomes an open incident action once the incident is created, allowing you to access the incident record directly from ECM.

To create your own incident creation action rather than using the default functionality described above:

  1. Click the Actions tab.


  2. Click Create.
  3. Select the Create Incident action type.
  4. Configure the fields. See Understanding the Create Incident Action Fields.
  5. Click Save.

Understanding the Create Incident Action Fields

The following illustrations describe the Create Incident action fields.

If you select Constant Value in step 4 above, then you can add the constant value, including connector tokens, as shown below:

If you select the Edit incident field values when executing in the Alerts Console option, then when a user executes the action in the Alerts Console, a window appears with the current values, allowing the user to change them before triggering the alert. See Inserting Incidents for how that works in the Alerts Console.

Adding the Action to the Alert Console Menu

To add the action to the Alert Console menu:

  1. Click Configuration.


  2. Select Alert Console Menu.
  3. Add the action to the menu. See Configuring the Alert Console Context Menu for more details.


Selecting the action from the Alert Console Menu

To select the action from the Alert Console menu:

  1. Select Alerts.


  2. Right-click the desired alert.
  3. Select the desired action from the Alert Console menu.