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
- Log in to ServiceNow as a system administrator or ITSM application admin.
- From the left pane, go to vRealize Automation > Advanced > Email Properties.
- 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 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 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 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.
- 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 ITSM Application for ServiceNow. 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.
