Incidents with SLA Breach Report

This task generates a report detailing ServiceNow incidents with an SLA breach.

You can run this task interactively, from a schedule, or via an API call to PPA.

It requires an OAuth application for PPA registered in the ServiceNow instance.

Integrations

Required PPA Configuration

If you run start this task from a schedule or API call, the report will be sent via email.

When started interactively the user will have the choice to email the report.

To email this report you must have SMTP configured in PPA.

Note: The email will be sent to the default recipient in the PPA SMTP configuration.

Required Vault Details

ServiceNow

  • Instance Address
  • OAuth Client ID
  • OAuth Client Secret
  • OAuth Refresh Token

As this is a privileged task, the ServiceNow OAuth token must be able to read incidents.

You can run the following command to generate a refresh token once your PPA OAuth Application is registered.

The refresh token will be linked to the supplied username:

curl -d \
    "grant_type=password\
    &client_id=your-client-id\
    &client_secret=your-client-secret\
    &username=your-username\
    &password=your-password" \
    https://your-instance.service-now.com/oauth_token.do

PPA will add these to Vault for you when you first run the task (see Vault Config Wizard for more).

What the Task Does

Interactive

When run interactively this task will:

  • Display a table of all active ServiceNow incidents with an SLA breach
  • Ask the user whether to send the report in an email

Schedule/API

When started from a schedule or API call, this task will:

  • Display a table of all active ServiceNow incidents with an SLA breach
  • Send the report in an email
View playbook on Github
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Documentation


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