Configuring Ticket to Incident Mode

When you use Ticket to Incident mode, Barracuda RMM tickets create ServiceNow Incidents automatically. However, additional configuration is required if you want close ServiceNow incidents when the corresponding Barracuda RMM ticket is closed. See Closing ServiceNow Incidents Automatically when the Corresponding Barracuda RMM Tickets are Closed in Ticket to Incident Mode.

Default values for Resolution Code and Close Notes

In addition, you must also create workflow rules in ServiceNow to auto-populate Resolution Code and Close Notes with default values. See the ServiceNow documentation for more information.

Closing ServiceNow Incidents Automatically when the Corresponding Barracuda RMM Tickets are Closed in Ticket to Incident Mode

In Ticket to Incident mode, if you want to close ServiceNow Incidents automatically when the corresponding Barracuda RMM tickets are closed, follow the procedure below.

To configure the integration to close ServiceNow Incidents when the corresponding Barracuda RMM tickets are closed

1. In ServiceNow, navigate to System Definition > Business Rules.
2. Click New.
3. Type a name for the rule.
4. Select the Incident table.
5. Ensure the Active checkbox is selected.
6. Click the When to run tab.
7. In the Conditions area, select the following filters:
   State is Resolved
   OR State is Closed
   OR State is Canceled
   AND Updated by is <Integration_User>, where <Integration_User> is the name of the user that was created for the integration.
8. Click the Actions tab.
9. In the Set field values area, select the following values:
   Resolution code To Closed/Resolved by Caller
   Resolution notes To Closed by Barracuda RMM
10. Click Update.

Mapping ServiceNow Incident Status to Barracuda RMM Ticket Status in Ticket to Incident Mode

The field mapping from ticket to incident and incident to ticket are set independently. When you follow the To Integrate ServiceNow in Ticket to Incident Mode procedure, you set up the mapping so that updating the Barracuda RMM ticket status updates the ServiceNow incident state.

To ensure updating the incident state in ServiceNow updates the ticket status in Barracuda RMM, follow the procedure below.

In the script, the integer following case refers to the ServiceNow Incident State and the integer following ticket_status refers to the Barracuda RMM ticket status. The IDs are the following:

The following table shows the suggested default mappings for ServiceNow Incident States and Barracuda RMM ticket statuses.

To map ServiceNow Incident Status to Barracuda RMM Ticket Status in Ticket to Incident Mode

1. In ServiceNow, navigate to System Definition > Business Rules.
2. Click the MW Incident Update link.
3. Click the Advanced tab.
4. Edit the script using the following example:
        var ticket_status;
        switch (current.state +'') {
                         case '1' :
                                  ticket_status = 1;
                                  break;
                         case '6' :
                                  ticket_status = 4;
                                  break;
                         case '7' :
                                  ticket_status = 3;
                                  break;
                         case '8' :
                                  ticket_status = 3;
                                  break;
                         default:
                                  ticket_status = 2;
        }
5. Click Save.