TDD: ServiceNow Event Management

Introduction

1.1 Purpose and Scope of the Document

This document offers a detailed technical design for integrating HP Workforce Experience with ServiceNow's Event and Incident Management modules. It describes the features, architecture, data flow, user interface, and crucial components of the integration, ensuring consistency with ServiceNow’s best practices.

This TDD covers the following topics:

1.2 Overview of the Application

The integration between HP Workforce Experience and ServiceNow enables the real-time processing of device performance and usage data into ServiceNow as events or alerts, which then create incident records. This application is structured into two main sections:

Guided setup features (authentication, event rules, field translation/mapping, notifications, etc.)
Conversion process from HP Workforce Experience to ServiceNow Event/Incident (field mapping matrix, integration failure notifications, record synchronization between systems, error handling mechanisms, etc.).

1.3 Target Audience

This technical design document is aimed at system and application administrators tasked with implementing and managing the HP Workforce Experience integration with ServiceNow’s Event and Incident Management modules. It is also intended for IT operations teams, support engineers, and decision-makers overseeing IT service management processes who seek to utilize this integration to improve their incident response and device management capabilities.

2. Key Features and Use Cases

This integration features a ServiceNow Configuration Wizard designed to streamline the setup and deployment. With its guided, step-by-step interface, the wizard facilitates configuring the connection between HP Workforce Experience and ServiceNow’s Event and Incident management modules. Notable features of the wizard include:

Authentication using Fastn.AI
Selection of tenants
Import of historical records
Field mapping between HP Workforce Experience and ServiceNow
Selection and loading of Event Record Types

The use case diagram below provides a visual representation of the integration from the perspectives of different personas, such as end users and the incident resolvers.

3. Application Architecture

The Application Architecture section contains the high-level architecture diagram, application scope information, data flow diagrams, and any integrations with other systems/applications. These designs reflect how components of the application interact and how data flows.

4. Data Model

The Data Model section contains an entity-relationship diagram (ERD), table definitions with field names, types and relationships, and also access control requirements.

Data Model Narrative

4.2 Table Name – HP Inc Import set(x_hpws_wrkfrc_exp_fm_hp_inc_import_set)

Column name	Column label	Mandatory	Primary	Type	Max length
u_repeated	Repeated	FALSE	FALSE	String	40
u_guid	Guid	FALSE	FALSE	String	40
u_description	description	FALSE	FALSE	String	2500
u_userid	userId	FALSE	FALSE	String	40
u_metadata	metadata	FALSE	FALSE	String	111
u_updatedat	updatedAt	FALSE	FALSE	String	40
u_isdeleted	isDeleted	FALSE	FALSE	String	40
u_status	status	FALSE	FALSE	String	200
type	Type	FALSE	FALSE	String	100
u_isarchived	isArchived	FALSE	FALSE	String	40
u_priority	priority	FALSE	FALSE	String	200
u_measureid	measureId	FALSE	FALSE	String	40
u_laststatusupdatedat	lastStatusUpdatedAt	FALSE	FALSE	String	40
u_methodclosed	methodClosed	FALSE	FALSE	String	40
u_displayid	displayId	FALSE	FALSE	String	40
u_type	type	FALSE	FALSE	String	200
u_tenantid	tenantId	FALSE	FALSE	String	40
historical_event	Historical Event	FALSE	FALSE	True/False	40
u_id	id	FALSE	FALSE	String	40
u_createdat	createdAt	FALSE	FALSE	String	40
u_activecare	activeCare	FALSE	FALSE	String	40
u_deviceid	deviceId	FALSE	FALSE	String	43
u_devicedetails	deviceDetails	FALSE	FALSE	String	1000
		FALSE	FALSE	Collection	40
u_title	title	FALSE	FALSE	String	40
u_occuredat	occuredAt	FALSE	FALSE	String	40
u_sourceid	sourceId	FALSE	FALSE	String	40
u_companydetails	companyDetails	FALSE	FALSE	String	1000
u_os	os	FALSE	FALSE	String	40
ignore_event	Ignore Event	FALSE	FALSE	True/False	40
u_sourcelocation	sourceLocation	FALSE	FALSE	String	40
u_errorcode	errorCode	FALSE	FALSE	String	40
u_userdetails	userDetails	FALSE	FALSE	String	159
u_lastassigeeupdatedat	lastAssigeeUpdatedAt	FALSE	FALSE	String	40
u_subtype	subtype	FALSE	FALSE	String	200
subtype	Subtype	FALSE	FALSE	String	100
sys_id	Sys ID	FALSE	TRUE	Sys ID (GUID)	32

4.3 Table Name: Wrkfrc Exp Field Mapping(x_hpws_wrkfrc_exp_fm_wfm)

Column name	Column label	Mandatory	Primary	Type	Max length
source_value	Source Value	FALSE	FALSE	String	40
sys_id	Sys ID	FALSE	TRUE	Sys ID (GUID)	32
active	Active	FALSE	FALSE	True/False	40
source_table	Source Table	FALSE	FALSE	Table Name	80
snow_value	Target Value	FALSE	FALSE	String	100
source_field	Source Field	FALSE	FALSE	Field Name	80
source	Source	TRUE	FALSE	Choice	40
wrkfrc_exp_key	Wrkfrc Exp Key	FALSE	FALSE	Choice	100
wrkfrc_exp_value	Wrkfrc Exp Value	FALSE	FALSE	Choice	100
target_table	Target Table	FALSE	FALSE	Table Name	80
sys_created_by	Created by	FALSE	FALSE	String	40
sys_created_on	Created	FALSE	FALSE	Date/Time	40
sys_updated_by	Updated by	FALSE	FALSE	String	40
sys_mod_count	Updates	FALSE	FALSE	Integer	40
sys_updated_on	Updated	FALSE	FALSE	Date/Time	40
		FALSE	FALSE	Collection	40
snow_field	Target Field	FALSE	FALSE	Field Name	100

4.4 Access Control Requirements

List of ACLs for reference:

Name	Operation	Type	Role
x_hpws_wrkfrc_exp_fm_wfm	delete	record	x_hpws_wrkfrc_exp.admin
x_hpws_wrkfrc_exp_fm_wfm	write	record	x_hpws_wrkfrc_exp.admin
x_hpws_wrkfrc_exp_fm_wfm	read	record	x_hpws_wrkfrc_exp.admin
x_hpws_wrkfrc_exp_fm_wfm	create	record	x_hpws_wrkfrc_exp.admin

Name	Operation	Type	Role
x_hpws_wrkfrc_exp_fm_hp_inc_import_set	delete	record	x_hpws_wrkfrc_exp.admin
x_hpws_wrkfrc_exp_fm_hp_inc_import_set	write	record	x_hpws_wrkfrc_exp.admin
x_hpws_wrkfrc_exp_fm_hp_inc_import_set	read	record	x_hpws_wrkfrc_exp.admin
x_hpws_wrkfrc_exp_fm_hp_inc_import_set	create	record	x_hpws_wrkfrc_exp.admin

5. User Interface / Installation Guide

The user interface design section references wireframes/screenshots of application UI elements and navigation paths showing common user paths and design.

See User Installation Guide

6. Business Logic and Workflow

The business logic and workflow sections contain workflow diagrams, business rules, client scripts, and script includes. Steps for event detection, alert generation (event rule), alert management rule (incident creation) and incident management and resolution are provided.

HP Workforce → Import Set Table → Event → Alert → Incident

Import Set Table: Data from HP Workforce Experience will be inserted in the import set staging table.

Event: An occurrence or action initiated by the user or system.
Alert: A notification triggered by the event, indicating a potential issue or status change.
Incident: A documented occurrence that requires attention, often triggered by an alert.

Workflow Steps

Event Detection
Alert Generation
Alert Management Rule (Incident Creation)
Incident Management and Resolution

Event Detection

Description: Transform map creates an event whenever the schedule job executes.
Tools/Systems Involved: Guided setup

Alert Generation (Event Rule)

Description: The system evaluates the event against predefined criteria to determine if it warrants an alert by an event rule. If the event meets the criteria, an alert is generated.
Criteria: Metric name is one of
- BATTERY_NEEDS_ATTENTION,
- INTEGRATION_FAILURE,
- BATTERY_NOT_DETECTED,
- BATTERY_RECALL,
- HDD_PREDICTIVE_FAILURE,
- HDD_SMART_EVENT_FAIL,
- HDD_STORAGE_FULL
Tools/Systems Involved: Event Rule.

Alert Management Rule (Incident Creation)

Description: If the alert indicates a significant issue, an incident is created for further investigation and resolution.
Criteria: Metric name is one of
- BATTERY_NEEDS_ATTENTION,
- INTEGRATION_FAILURE,
- BATTERY_NOT_DETECTED,
- BATTERY_RECALL,
- HDD_PREDICTIVE_FAILURE,
- HDD_SMART_EVENT_FAIL,
- HDD_STORAGE_FULL

Tools/Systems Involved: Alert Management Rule.

Incident Management and Resolution

Description: The incident is tracked, managed, and resolved by the appropriate team.
Processes: Incident triage, root cause analysis, resolution implementation, incident closure.
Tools/Systems Involved: Incident management systems, collaboration tools, documentation systems.

6.3 Import Set Web Services

List of Import Set Web Services for reference:

Name	Application
HP WXP Incidents Import Set	HP Workforce Experience Platform Event Management

6.4 Transform Maps

The table below shows the transform map list created for mapping the staging table to target table:

Name	Source table	Target table
HP Wrkfrc Exp Events	HP WXP Incidents Import Set (x_hpws_wrkfrc_exp_fm_hp_inc_import_set)	Event(em_event)

6.5 Business Rules

List of Business Rules for reference:

Name	Table	Application	Description
Close Workforce Experience incidents	Incident	HP Workforce Experience Platform Event Management	This script will send close status to HP when incidents get closed in SNOW.
WrkfrcExp: Dismiss Wrkfrc Exp Incident	Event	HP Workforce Experience Platform Event Management	This script will send dismissal status to HP for the ignored events
Log EM Rule Updates	Event Rule	HP Workforce Experience Platform Event Management	This script will show the updates done on the event rule in application logs.

6.6 Script Includes

List of Script Includes for reference:

Name	Description	Application
WrkfrcExpFleetMgmtUtil	Includes functions for calling API and handling the response.	HP Workforce Experience Platform Event Management
WrkfrcExpldMapping	Includes functions used for population of options during WrkfrcExp Field Mapping	HP Workforce Experience Platform Event Management
wrkfrc_exp_utils	Includes functions for general utilities	HP Workforce Experience Platform Event Management

6.7 Scheduled Script Executions

List of Scheduled Script for reference:

Name	Description	Type	Default execution interval	Application
Periodic: Retry Dismiss Update	To send dismiss status to source for the events that are in error state.	Periodically	1 Hr	HP Workforce Experience Platform Event Management
Periodic: Get incidents updated since last sync	To get all the incidents created after the last sync	Periodically	10 Min	HP Workforce Experience Platform Event Management
On Demand: Calibrate URL References	To populate sysID values to respective system properties.	On Demand	-----	HP Workforce Experience Platform Event Management
On Demand: Get all incidents	To get all the incidents	On Demand	-----	HP Workforce Experience Platform Event Management
Periodic: Retry Fixed Update	To retry the failure mechanism	Daily	10 Min	HP Workforce Experience Platform Event Management

6.8 Record Producers

List of Record Producers for reference:

Record Producer Name	Description
HP Workforce Experience Platform Historical Records Import	This form is used to input your filters for importing historical records from HP Workforce Experience instance:
HP Workforce Experience Platform Company	This form is used for tenant selection.
HP Workforce Experience Platform Group/Email for Failure Notification	This form is used to provide the group/Email address for which failure notification has to be sent.
HP Workforce Experience Platform Field Mapping	This form is used to select your source for configuring field mapping for HP Workforce Experience and ServiceNow Tables
HP Workforce Experience Platform Subtype Mapping	This form is used to map the Sub Type values from HP Workforce Experience to Subcategory values in ServiceNow

6.9 Catalog Client Scripts

List of Catalog Client Scripts for reference:

Name	Catalog item	Description	Type
Time validate	Wrkfrc Exp Historical Records Import	To ensure if entered time is not future date	onChange
Set email address to system property	Group/Email for Failure Notification	To set the system property value with the selected group’s email address	onSubmit
Populate Category
Set target values 2
Set Target field values
Populate type
Set WrkfrcExp Field values
Subcategory Values
Group Email Validation	HP Workforce Experience Platform Group/Email for Failure Notification
Populate Company
Set Target field

6.10 Catalog UI Policies

List of Catalog UI Policies for reference:

Name	Catalog item	Description	Applies on a Catalog Item view [Catalog UI Policy]	Applies on the Target Record [Catalog UI Policy]
Show var set 1	WrkfrcExp Field Mapping	To control the visibility of fields	TRUE	FALSE
Show var set 2	WrkfrcExp Field Mapping	To control the visibility of fields	TRUE	FALSE

6.11 Variable Sets

6.11.1 Companies

The client script below is written on the ‘Companies’ variable set:

Name	Description	Type	Applies on a Catalog Item view	Applies on Target Record
Populate Company	Fetches the children of partner tenants	onLoad	TRUE	FALSE

6.11.2 Mappings from HP Workforce Experience to ServiceNow

The client script below is written on ‘the Mappings from HP Workforce Experience to ServiceNow’ variable set:

Name	Description	Type	Applies on a Catalog Item view	Applies on Target Record
Set Target field values	This script sets the target field values	onChange	TRUE	FALSE
Set WrkfrcExp Field values	This script sets the WrkfrcExp field values	onChange	TRUE	FALSE
Set Target field	This script sets the target field	onChange	TRUE	FALSE

6.11.3 HP Workforce Experience to ServiceNow

The client script below is written on the ‘HP Workforce Experience to ServiceNow’ variable set:

Name	Description	Type	Applies on a Catalog Item view	Applies on Target Record
Populate category	This script will populate the category	onChange	TRUE	FALSE
Populate type	This script will populate the type	onChange	TRUE	FALSE
Subcategory values	This script will populate subcategory value	onChange	TRUE	FALSE

6.11.4 Mappings in ServiceNow

The client script below is written on the ‘Mappings in ServiceNow’ variable set:

Name	Description	Type	Applies on a Catalog Item view	Applies on Target Record
Set target values 2	This will control the visibility of fields	onChange	TRUE	FALSE

6.12 UI Pages

List of UI Pages for reference:

UI Page Name	Description
WrkfrcExpEventRule	To redirect to record producer
WrkfrcExpRedirectCompany	To redirect to record producer
WrkfrcExpFieldMapping	To redirect to record producer
WrkfrcExpGrpEmail	To redirect to record producer
WrkfrcExpJobRedirect	To display Scheduled Job in Guided setup
WrkfrcExpRPSuccess	To display Success message upon submission of record producer
WrkfrcExpRedirectHistRecordImport	To display record producer
WrkfrcExpSubtypeMapping	To display record producer
WrkfrcExpGuidedSetUp
WrkfrcExpRedirectContact
WrkfrcExpRedirectAppPrivacyPolicy

Note: Created UI Pages to use their endpoints in Guided Setup in order to avoid using Sys ID in redirection URL.

6.13 Notifications

List of Notifications for reference:

Notification Name	Description
Wrkfrc Exp Integration Failure	To trigger when an integration failure is identified between SNOW and HP

6.14 Event Registry

List of Event Registry for reference:

Event Registry Name	Description
x_hpws_wrkfrc_exp.hp.failure.notify	To trigger notification: Wrkfrc Exp Integration Failure

6.15 Notification Email Script

Notification Email Script for reference:

Notification Email Script Name	Description
failure_notification	This is used to show email body for the notification: Wrkfrc Exp Integration Failure

6.16 Process Flow/Workflow

6.16.1 Sub Flows

Create HP Wrkfrc Exp Incident – Created this flow to create incident.

Create Incident with field mapping - Created this flow to create incident based on field mapping data

6.16.2 Flow Actions

Wrkfrc Exp incident Field Mapping – Created this custom action for field mapping.

6.17 UI Policies

List of UI Policies for reference:

Name	Table	Application
show source table and field if source ServiceNow	x_hpws_wrkfrc_exp_fm_wfm	HP Workforce Experience Platform Event Management
show wrkfrc expkey and wrkfrc expvalue if source is HP Workforce Experience	x_hpws_wrkfrc_exp_fm_wfm	HP Workforce Experience Platform Event Management

6.18 System Properties

List of System Properties for reference:

Name	Description
x_hpws_wrkfrc_exp.subtype_mapping	holds the sysid of the record producer : Workforce Experience Subtype Mapping.
x_hpws_wrkfrc_exp.field_mapping	holds the sysid of the record producer : Workforce Experience Field Mapping.
x_hpws_wrkfrc_exp.type.subtype.map	Mapping for workforce type-subtype
x_hpws_wrkfrc_exp.tenants	list of tenants
x_hpws_wrkfrc_exp.selected.tenants	selected tenants
x_hpws_wrkfrc_exp.rec.prod.company	holds the sysid of the record producer : company
x_hpws_wrkfrc_exp.historical.report.import.filter	SysID of record producer for historical record import
x_hpws_wrkfrc_exp.company.tenants	partner/company tenantId
x_hpws_wrkfrc_exp.fastn_api_baseurl	Base URL for fastn
x_hpws_wrkfrc_exp.notify_failure_group	Please provide a Group Name for which failure notification has to be sent
x_hpws_wrkfrc_exp.last.sync.time.epoch.ms	The time Events were last synced with HP Wrkfrc Exp in milliseconds since January 1, 1970, 00:00:00 GMT
x_hpws_wrkfrc_exp.hpWorkforce	Sys id of HP Workforce Application
x_hpws_wrkfrc_exp.historical_report_import	holds the sys id of the record producer : Workforce Experience Historical Records Import.
x_hpws_wrkfrc_exp.get_all_incidents	contains sys id of the schedule job: On Demand: Get all incidents.
x_hpws_wrkfrc_exp.fastn.space.id	HP Workforce Experience API Space ID
x_hpws_wrkfrc_exp.email_record_selection	holds the sysid of the record producer : Group/Email for Failure Notification.
x_hpws_wrkfrc_exp.close_notes_by_wrkfrc_exp	Contains the Close notes provided in Incidents closed by HP Workforce Experience
x_hpws_wrkfrc_exp.api.fastn.api.key	HP Workforce Experience API key
x_hpws_wrkfrc_exp.alert creation	holds the sysID of the event rule page
x_hpws_wrkfrc_exp.identifier	Provide Identifier for auto-populating on new incident records
x_hpws_wrkfrc_exp.integration.page.size	Items per page

Name	Description	Application
x_hpws_wrkfrc_exp.api.fastn.api.key	HP Workforce Experience API key	HP Workforce Experience Platform Event Management
x_hpws_wrkfrc_exp.close_notes_by_wrkfrc_exp	Contains the Close notes provided in Incidents closed by HP Workforce Experience	HP Workforce Experience Platform Event Management
x_hpws_wrkfrc_exp.company.tenants	HP Workforce Experience company tenant	HP Workforce Experience Platform Event Management
x_hpws_wrkfrc_exp.fastn.space.id	HP Workforce Experience API key space id	HP Workforce Experience Platform Event Management
x_hpws_wrkfrc_exp.fastn_api_baseurl	Fastn API URL	HP Workforce Experience Platform Event Management
x_hpws_wrkfrc_exp.historical.report.import.filter	Filter for importing Historical data	HP Workforce Experience Platform Event Management
x_hpws_wrkfrc_exp.hpWorkforce	Sys id of HP Workforce Application	HP Workforce Experience Platform Event Management
x_hpws_wrkfrc_exp.incident.channel.value	Channel name for auto-populating on new incident records	HP Workforce Experience Platform Event Management
x_hpws_wrkfrc_exp.integration.page.size	Items per page	HP Workforce Experience Platform Event Management
x_hpws_wrkfrc_exp.last.sync.time.epoch.ms	The time Events were last synced with HP Wrkfrc Exp in milliseconds since January 1, 1970, 00:00:00 GMT	HP Workforce Experience Platform Event Management
x_hpws_wrkfrc_exp.notify_failure_group	Please provide a Group Name for which failure notification has to be sent	HP Workforce Experience Platform Event Management
x_hpws_wrkfrc_exp.RP.sysid.company	HP Workforce Experience company sysid.	HP Workforce Experience Platform Event Management
x_hpws_wrkfrc_exp.selected.tenants	HP Workforce Experience selected tenant	HP Workforce Experience Platform Event Management
x_hpws_wrkfrc_exp.tenants	HP Workforce Experience tenant	HP Workforce Experience Platform Event Management
x_hpws_wrkfrc_exp.type.subtype.map	HP Workforce Experience subtype details	HP Workforce Experience Platform Event Management

6.19 Outbound Integrations [REST Message]

List of REST Messages for reference:

Name	Table	Application
HP WXP Event Management	x_hpws_wrkfrc_exp_fm_wfm	HP Workforce Experience Platform Event Management

6.20 REST Message – HTTP Methods

List of HTTP Methods for reference:

Name	Authentication type	Application
Get Incidents With Filter	No authentication	HP Workforce Experience Platform Event Management
Update Incident	No authentication	HP Workforce Experience Platform Event Management

6.21 Modules

List of Modules for reference:

Name	Table	Application	Visibility Roles
All Alerts	Alert [em_alert]	HP Workforce Experience Platform Event Management	x_hpws_wrkfrc_exp.user
All Events	Event [em_event]	HP Workforce Experience Platform Event Management	x_hpws_wrkfrc_exp.user
All Incidents	Incident [incident]	HP Workforce Experience Platform Event Management	x_hpws_wrkfrc_exp.user
Configuration		HP Workforce Experience Platform Event Management	x_hpws_wrkfrc_exp.admin
Contact		HP Workforce Experience Platform Event Management	x_hpws_wrkfrc_exp.user
Event Rule	Event Rule [em_match_rule]	HP Workforce Experience Platform Event Management	x_hpws_wrkfrc_exp.admin
Event Rule Logs	App Log Entry [syslog_app_scope]	HP Workforce Experience Platform Event Management	x_hpws_wrkfrc_exp.admin
Field Maps	WrkfrcExp Field Mapping [x_hpws_wrkfrc_exp_fm_wfm]	HP Workforce Experience Platform Event Management	x_hpws_wrkfrc_exp.admin
Guided Setup		HP Workforce Experience Platform Event Management	x_hpws_wrkfrc_exp.admin
HP WXP Incidents Staging	HP Inc Import Set [x_hpws_wrkfrc_exp_fm_hp_inc_import_set]	HP Workforce Experience Platform Event Management	x_hpws_wrkfrc_exp.admin
Outbound Rest	REST Message [sys_rest_message]	HP Workforce Experience Platform Event Management	x_hpws_wrkfrc_exp.admin
Scheduled Jobs	Scheduled Script Execution [sysauto_script]	HP Workforce Experience Platform Event Management	x_hpws_wrkfrc_exp.admin
App Privacy Policy		HP Workforce Experience Platform Event Management	x_hpws_wrkfrc_exp.admin
Add Tenants		HP Workforce Experience Platform Event Management	x_hpws_wrkfrc_exp.admin

7. Deployment and Implementation

The deployment and implementation section details the deployment process, application dependencies, installation steps, demo data, environment setup, and rollback plan.

7.1 Deployment Process

1. Access the HP Workforce Experience Platform Event Management application listing on the ServiceNow App Store and purchase.

2. Ensure all application dependencies have been addressed (see application dependencies below).

3. Conduct installation of the application (see installation steps below).

4. The deployment process must be conducted for each environment.

7.2 Application Dependencies

The application requires the following plugins be installed:

Event Management Connector Plugin (Event Management CoreApp id: sn_em_ai)

7.3 Installation Steps

In order to install the HP WXP Event Management application follow the below listed steps (Install a ServiceNow Store Application):

Go to All > System Applications > All Available Applications > All
Search for HP Workforce Experience Platform Event Managment
Click Install to begin installation of the application.
Once the install is finished, click Close.

7.4 Demo Data

Demo data is not required for the HP Workforce Experience Platform Event Management application installation.

7.5 Environment Setup

The HP Workforce Experience platform is best utilized in ServiceNow with multiple environments: a production instance and a UAT instance.

Production Instance – The environment where the majority of customers (application users) will access the scoped application.
UAT Instance – The environment where publications should first be deployed.

The ServiceNow Certification Self-Test Tool must be conducted on a vendor instance. More information regarding the self-test tool can be found here: (ServiceNow Certification Self-Test Tool). The tool is not installed by default but can be found within System Applications.

7.6 Rollback Plan

In order to rollback the HP Workforce Experience Platform Event Management application from the ServiceNow App Store follow the below steps (Rollback a ServiceNow Store Application):

1. Go to System Applications > My Company Applications.

2. Search for and click the HP WXP Event Management application.

3. In the record, select the Rollback related link

4. Navigate back to System Applications > My Company Applications and verify.

8. Maintenance and Support

The maintenance and support section outlines support procedures for the HP Workforce Experience Platform Event Management application, SLA definition information, and the contact method/details. Also, the version control strategy are listed.

8.1 Application Updates

If the application requires an update the below steps can be utilized (Install an Update to a ServiceNow Store Application):

Go to System Applications > All Available Applications > All
Here, find the application using filters or the search bar.
If an update is available, select the version.
Click Update.

8.2 Support Procedures

Customers should start with their Service Desk/Support team to report any issues and to determine if the HP Workforce Experience support team is required for further assistance.

In the event customers are instructed to contact HP Workforce Experience for technical support, the hours/days of operation, targeted call response/resolution time and contact method/details are provided below.

Support Hours of Operation: 8am - 5pm EST
Support Days of Operation: Monday - Friday (exception US Holidays)
Contact Method: HP Workforce Experience Platform: Support:
- Click Help and Support
- Click Request under the Email section

8.3 Version Control Strategy

Application Admins are responsible for determining which version is best. Managing the version of the HP Workforce Experience Platform Event Management application can be accomplished via these steps (Install Version ServiceNow Store Application).

Go to System Applications > All Available Applications > All
Find the HP Workforce Experience Platform Event Management application using filters or the search bar.
If a new version is available, select the new version.
Click Update.

9. Appendix

The appendix section contains the glossary of terms and references throughout the document. In addition, the appendix holds links to documentation for managing a ServiceNow Store application, links to required plugins, and a link to the HP Workforce Experience platform.

9.1 Glossary of Terms

The terms listed below have a provided definition and are present throughout the document.

Application Admin: User with elevated privileges and permissions similar to that of admin, but specifically for the scoped application. The application admin role contains permissions beyond that of the admin within the scoped app. Can access all modules of the scoped app by default.
Application User: User with mostly viewing privileges and permissions similar to that of itil user, but specifically for the scoped application. Can only access specific modules of the scoped application by default.
HP Workforce Experience Platform Event Management: long name of application.
HP WXP Event Management: short name of application.
wrkfrc_exp: abbreviated short name of application.
Fastn.ai: ai powered API orchestration platform for which the HP WXP Event Management application connects Proactive Insights data to ServiceNow.

9.2 References

ServiceNow Event Management documentation: Event Management
ServiceNow Alert Management documentation: Alert Management
ServiceNow Incident Management documentation: Incident Management

9.3 Additional Documentation

9.4 Additional Notes

Application admin can set the assignment group for the incidents created from the Workforce Experience application here:

On the Event Filter portion of the Define Event Rule task, additional subcategories from HP Workforce Experience can be mapped beyond the initial options. To map another subcategory not listed, select ‘Add’, then type your chosen subtype from HP Workforce Experience into the filter list.Ex: FIREWALL, HEARTBEAT_FAILURE, SYSTEM_ERROR_THERMAL.

SubCategory Value	Label
REQUIRED_APP_NOT_INSTALLED	Required Apps Not Installed
COMPANY_WIDE_CRITICAL_DRIVER_OUTOFDATE	Critical Driver Out of Date
ANTIVIRUS	Antivirus
SURE_CLICK_TRUE_POSITIVE_THREAT_DETECTED	Sure Click Pro - Threat Prevented
SURE_SENSE_PRO_CLIENT_DISABLED	Sure Sense Pro - Client Disabled
FIREWALL	Firewall
THREAT_PREVENTED_BY_SURE_SENSE_PRO	Sure Sense Pro - Threat Prevented
HEARTBEAT_FAILURE	Heartbeat Failure
SURE_CLICK_UNPROTECTED_DEVICE	Sure Click Pro - Client Disabled
PERF_MEMORY	Memory High Utilization
OS_CRASH	OS Unexpected Crash/Reboot
COMPANY_WIDE_OS_BSOD	Company-wide OS BSOD
PERF_CPU	CPU High Utilization
OS_BSOD	OS BSOD
BATTERY_RECALL	Battery Recall
SYSTEM_ERROR_THERMAL	System Error - Thermal
HDD_SMART_EVENT_FAIL	HDD SMART Event Failure
BATTERY_NEEDS_ATTENTION	Battery Needs Attention
HDD_PREDICTIVE_FAILURE	HDD Predictive Failure
COMPANY_WIDE_BIOS_OUTOFDATE	BIOS Out of Date
HDD_STORAGE_FULL	HDD Storage Capacity Full
BATTERY_NOT_DETECTED	Battery Not Detected
MEMORY	Memory
HDD	HDD
LICENSING	Licensing

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