Hello SN community,
I have been assigned the task to tightly integrate Service-Now's incidents with my company's application's alerts. Using the Web Services, it was quite easy to automatically generate incidents in SN from homemade alerts.
Now I would like to update my alerts when incidents get updated, and I cam across the JMS integration article on the Wiki:
But being a total newbie in SN, I am not sure where to start...
My questions are:
1. What is the difference between a task and an incident in Service-Now? The article mentions creation and management of tasks, is a task a wide term including incident?
2. I would like to test the whole thing using the online demo but I could not find System Properties > JMS. The document suggests that this is because the JMS plugin is not activated but how do I activate it?
3. The Wiki article also mentions a business rule names "externalNewTicket". I could not find it in the list of business rules by default in the online demo. Is it a rule that I need to create? Or is it a rule that gets automatically created when JMS is activated?
4. Same as 3. for business rule names "externalNotify"
If anyone at all have been used or tested integration with JMS, your help would be much much appreciated.