The system administrator or plug-in admin can configure the system properties for email notifications and support tickets if there is a failure of the Day 2 action and RITM request.

Prerequisites

You must be the system administrator or plug-in admin in ServiceNow.

Procedure

  1. Log in to ServiceNow as a system administrator or Plugin admin.
  2. From the left pane, go to VMware Aria Automation> Email Properties.
  3. On the VMware Aria Automation Email and Ticketing properties page, select or deselect the checkboxes to configure these properties:

    Field

    Default Values

    Description

    Trigger the email notifications on Manage Endpoints.

    Yes

    To receive emails updates from Manage Endpoints including create, update, and delete of endpoints.

    Trigger the email notifications to group on the approval requests.

    Yes

    To send the email notification to the approval group for the approval of the request.

    Trigger the email notifications on request approval.

    No

    To receive an email notification if the approval group, approves the request.

    Trigger the email notifications on the reject of the approval request.

    Yes

    To receive an email notification if the approval group, rejects the request.

    Trigger the email notification when more details need to be provided on approval requests.

    Yes

    To receive an email notification when the approval group requests more information.

    Trigger the email notifications on the successful completion of catalog item requests.

    Yes

    To receive email notification on the successful completion of the catalog item request.

    Trigger the email notifications on successful/failure of Day 2 actions.

    No

    To receive email notification on the successful completion or failure of Day 2 actions.

    Create the incident on the failure of catalog item submission in VMware Aria Automation plug-in.

    Yes

    To create an incident (support ticket) if a catalog request submission is failed in VMware Aria Automation plug-in.

    Create the incident on the failure of job queue topics after the retry is failed.

    No

    To create an incident (support ticket) if a topic is failed in the job queue after the retry is failed.
  4. Click Save to configure.
    Note:

    • To receive the Out-of-Box (OOB) emails and not the plug-in emails then disable the email properties for the VMware Aria Automation plug-in.

    • To receive plug-in emails and not the OOB emails then apply the appropriate conditions at the places where OOB emails are initiated.