The ServiceNow system administrator or application admin can configure email notification properties and support tickets in the VMware vRealize Automation for ServiceNow ITSM application.

The system administrator or ITSM application admin can configure the email notification for these functionalities:

  • Manage Endpoint: An email is sent to the users responsible to create, update, and delete the endpoint.

  • Manage Entitlement: An email is sent to the users responsible to create, update, and delete the entitlement.

  • Approval request: If all the email settings are configured, then:

    • An email is sent to both requester and approval group once the request is created.

    • An email is sent to requester if the submitted request is approved or rejected.

    • An email is sent to requester if more information is required by approval group.

  • Deployment Requested Items (RITM) to vRA: If all the email settings are configured, then:

    • An email is sent to requester once the RITM is submitted.

    • If the approval group is configured, an email is sent to the approval group once the RITM is submitted.

    • An email is sent to requester if RITM is successful.

    • An email is sent to requester if RITM is failed and a support ticket is created.

  • Day-2 actions: If all the email settings are configured, then:

    • An email is sent to requester if day-2 deployment or resource action is successful.

    • An email is sent to requester if day-2 deployment or resource action is failed and a support ticket is created.

The system administrator or ITSM application admin can configure the properties to create support tickets:

  • A support ticket is created if a RITM request is failed.

  • A support ticket is created if a day-2 deployment or resource action is failed.