If a deployment request initiated from the ServiceNow fails in vRealize Automation or if a day-2 action fails, VMware vRealize Automation ITSM Application for ServiceNow creates a support ticket and assigns it to the support group. The system administrator can configure the system properties for support groups.


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


  1. Log in to ServiceNow.
  2. From the left pane, go to vRealize Automation > System Properties.
  3. In Search, search for x_vmw_cloudservice.support_group_for_ITSM_8.0.
  4. Open the record and in Value, enter the name of the support group.
  5. Click Update.

    The support group is configured for selected properties.