The system administrator or ITSM application admin can configure the system properties for email notification and support tickets if there is a failure of day-2 action and RITM request.

Prerequisites

You must be the system administrator or ITSM application admin in ServiceNow.

Procedure

  1. Log in to ServiceNow as a system administrator or ITSM application admin.
  2. From the left pane, go to vRealize Automation > Advanced > Email Properties.
  3. On the vRealize Automation Email and Ticketing Properties screen, select or deselect the boxes 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 on Manage Entitlement.

    No

    To receive the emails updates form Entitlement including create, update, and delete of endpoints.

    Note:

    Manage Entitlement option is only available for User Portal. For Service Portal, this property set to No.

    Trigger the email notifications on Shared Resources.

    Yes

    To receive the email updates on resource sharing including create, update, and delete of endpoints.

    Note:

    Resource Sharing option is only available for User Portal. For Service Portal, this property set to No.

    Trigger the email notifications to group on approval request.

    Yes

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

    Trigger the email notifications on request approval.

    No

    To receive email notification if the approval group, approve the request.

    Trigger the email notifications on reject of approval request.

    Yes

    To receive email notification if the approval group, reject the request.

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

    Yes

    To receive email notification when approval group requests for 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 on vRA.

    Yes

    To create an incident (support ticket) if a catalog request submission is failed on the vRealize Automation.

    Create the incident on the failure of day-2 actions on vRA.

    No

    To create an incident (support ticket) if day-2 action is failed on the vRealize Automation environment.

  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 vRealize Automation for ServiceNow ITSM application. See Configure the Email and Ticketing Properties.

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