Mapping Fields in Ticket to Incident Mode

When configuring the integration, the step of mapping Barracuda RMM ticket fields is slightly different for Ticket to Incident mode and Event Management mode.

In Ticket to Incident mode, Barracuda RMM ticket status is mapped to ServiceNow incident state.

Two procedures are required for the two-way mapping of fields:

• Mapping Barracuda RMM ticket status to ServiceNow incident state is done in the To Integrate ServiceNow in Ticket to Incident Mode procedure in Integrating ServiceNow in Ticket to Incident Mode.
• Mapping ServiceNow incident state to Barracuda RMM ticket status is done in the To map ServiceNow Incident Status to Barracuda RMM Ticket Status in Ticket to Incident Mode procedure  in Configuring Ticket to Incident Mode.

Recommended and Custom Field Mappings: Ticket to Incident Mode

Using the recommended Barracuda RMM ticket status to ServiceNow Incident State field mappings simplifies your integration because the update set includes the required incident status to Barracuda RMM ticket status. If you use the recommended field mappings, you do not have to follow the Mapping ServiceNow Incident Status to Barracuda RMM Ticket Status in Ticket to Incident Mode procedure in Configuring Ticket to Incident Mode.

The recommended mappings are in the table below.

You can click the Save button at any time in this procedure to save your configuration and exit the configuration process.

Before configuring the integration, ensure you have done the following:

• Fulfilled all the prerequisites. See Prerequisites.
• Installed the ServiceNow Service Desk module. See To install the ServiceNow Service Desk Module in Installing the ServiceNow Service Desk Module.
• Generated or imported the Import Set Data Source table. See The Import Set Data Source Table Schema.

To Integrate ServiceNow in Ticket to Incident Mode

1. Follow the To copy the Import Set Data Source Table sys_id procedure in The Import Set Data Source Table Schema to put the Import Set Data Source Table sys_id on your clipboard.
2. In Service Center, click Configuration > Integrations  > Service PSA Integrations.
3. Click the ServiceNow Service Desk Module link.
4. On the Web Service Credentials page, do the following:
   • Type a Name to display for your integration.
   • In REST Endpoint, type the URL of your ServiceNow instance.
   • Type the ServiceNow User Name.
   • Select Ticket to Incident (Default).
   • Optionally, type a description.
   • Optionally, select Require password re-entry to configure this service desk module.
5. Click Next.

6. On the Fields Mapping page, click Next.

   Changing the fields mapping is not recommended. See Mapping Fields in Ticket to Incident Mode in Integrating ServiceNow in Ticket to Incident Mode for details.

7. On the Asset Synchronization Options page, do the following:
   • Paste the Import Set Data Source Table sys_id into the Import Set Datasource Sys_Id field.
   • Type the desired Batch Size.
8. Click Next.

9. On the Asset Synchronization Schedule page, type the time when the daily synchronization starts. You can also click the clock icon to select from a list of start times.

    A start time outside of work hours is suggested for you, but you can choose whatever works best for your system.

   Optionally, click the Sync Now button to start a synchronization now.

10. Click Next.
11. Optionally, to integrate all tickets with ServiceNow, on the Ticketing Options page, select the All tickets check box.
12. Optionally, on the Ticketing Options page, to select site-based (instead of device-based) tickets, click the plus button next to All site-based tickets to expand the options, then select any of the following check boxes:
    • Manual tickets
    • Site not communicating tickets
    • Loss of monitoring protocol tickets
    • New device tickets
13. Optionally, on the Ticketing Options page, to select all website-based tickets, select All website-based tickets.
14. Optionally, on the Ticketing Options page, to select tickets based on device, click the plus button next to All device-based tickets to expand the options, then do any of the following:
    • Select the Device level monitor tickets check box.
    • To include monitoring policy tickets, select All monitoring policies or Filtered monitoring policies. If you select Filtered monitoring policies, click Add, select the monitoring policies, then click Apply.
    • To include service tickets, select All services or Filtered services. If you select Filtered services, click Add, select the services to filter on, and then Apply.
15. Click Save.
16. To complete the integration, the following:
    • Proceed to the To manually populate the VAR information table procedure in Configuring the REST API Endpoint.
    • If you did not use the recommended field mappings, proceed to the Mapping ServiceNow Incident Status to Barracuda RMM Ticket Status in Ticket to Incident Mode procedure in Configuring Ticket to Incident Mode.