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    Generating Test Cases

    To confirm whether incidents are created in Service Now when events occur on a device, generate an on-demand incident on a device and submit a test case to JSS or a Service Now partner (if you are operating Service Now in End Customer mode).

    To distinguish a test case, ensure that the Submit Cases attribute of an organization is set to Test Cases.

    To generate an on-demand incident:

    1. From the Service Now navigation tree, select Administration > Service Now Devices.

      The Service Now Devices page is displayed.

    2. Click a device and select Create On-demand Incident from the Actions menu. Alternatively, right-click the device and select Create On-demand Incident.

      The On-demand Incident dialog box is displayed.

    3. Select the Automatically Submit Case check box to submit the on-demand incident.
    4. Select the Use Service Now to Generate Incident check box to generate an on-demand JMB.
    5. Select the priority of the incident from the Priority list.

      The available options are—Critical, High, Medium, and Low. By default, Low is selected.

    6. In the Synopsis field, enter a synopsis for the on-demand incident.

      The maximum number of characters allowed is 155.

    7. In the Problem Description field, enter a description for the on-demand incident.

      The maximum number of characters allowed is 15,000.

    8. Click Submit.

      A Job Information dialog box displaying the job ID appears. You can click the job ID to go to the Create On-demand Incident job on the Jobs page. Double-click the job to open the Create On-demand Incident Status dialog box (Figure 1).

      Figure 1: Create an On-demand Incident Status Dialog Box

      Create an On-demand Incident Status
Dialog Box
    9. Navigate to Service Central > Incidents.

      The Incidents page appears. If the incident is created successfully, it is listed on the Incidents page.

     

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    Modified: 2015-09-13