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I am curious to know how event match fields work in Servicenow Event management ? We have a requirement where a source is pushing an event into Servicenow and with all parameters in additional information of event. We need to parse value for a parameter called Alert name to fetch and match a sub string, on the basis of sub string we need to set assignment group on Incident record.
For instance if Alert name value is " Hello, welcome to Event Management" , we need to search for sub string "to Event" if found assign to Event management Group, if value comprises of " Hello, welcome to Incident Management", we need to search sub string " to Incident" and assign to Incident management Group and so on.
Tried using Regex but it doesn't work as placements of these keywords can differ. Any tips/solution/guidance is highly appreciated !!
Thanks and Regards,
You should be able to configure an Alert Action Rule to auto-open an Incident and use an Incident Template to set the Assignment Group, based on the additional_info field containing the text you want e.g. "to Event".
You don't need an Event Rule other than to transform the raw event to set the Alert fields.
Hope this helps.
We tried using Task Templates but they don't work in Istanbul.. In addition to that the requirement was more on leveraging sub-string to auto assign the Incident.
Event Match field helped us.
But really interested to know how to make Event Template work
As a test, I just tried Task Templates in my Istanbul Patch 10 release and they worked for me. What is the issue you are having?
I created a task template for incident and attached to the alert but the template didn't attach to the incident.
If you're not already using it, you need an Alert Action Rule to create tasks (e.g. Incidents) for Alerts via task templates:
Hope this helps.