This article covers the frequently asked questions about ServiceNow Integration - Event Management and Device Management.
HP Workforce Experience Platform Event Management
What should the application scope be?
Answer: [HP Workforce Experience Platform Event Management].
How can an admin restart the guided setup?
Answer: In Xanadu ServiceNow release: Navigate to Adoption Service. Select build your Guided Setups. Select the application. Finalize without changes. In Yokohama ServiceNow release: Navigate to Guided Setup Builder. Select Build your Guided Setups. Select the application. Finalize without changes.
Can an admin reopen a Guided Setup task that was marked as complete?
Answer: No, upon selecting 'Mark as Complete' the task becomes locked.
How can new tenants (added after GS completion) be loaded into the application?
Answer: They are automatically loaded into a custom table. The admin can navigate to the Tenant Configuration module to view these tenants. Here they can add or remove tenants and view current selected tenants.
Can multiple groups receive the failure notifications?
Answer: No, only one group can be added for the ‘Group for Failure Notification’ task. However, all members of the group will receive notifications in case of any integration failure.
What happens if an admin adds some field mappings and leaves the page/returns or refreshes while on the field mapping page?
Answer: User is redirected back to the page where they can add field mappings or select link to view current mappings. Once the task is completed additional mappings cannot be added.
What could be the reason an event rule isn’t working properly, so alerts aren’t getting generated and thus incidents not created?
Answer: Mappings must be correctly in place. Admin must ensure the table has the correct data/mappings in place for severity, type, priority, status, and subtype.
How many groups can be added to have HP WXP Incidents assigned to them?
Answer: Just one and this is must be added under Event Rule Info on the ‘Define Event Rule’ task within the guided setup.
What could be the reasons Alerts or Incidents are not being generated
Answer: Check if the severity of the event record is clear. If so no alerts or incidents will get created.
How does an admin know if all of their field mappings are in place?
Answer: This is up to the customer’s admin to validate mappings are in place to the extent of their system, but validation and guidance are in place to ensure no duplicate mappings. Validate all mappings for priority, status, and type are in place per client needs, as well as Subtype.
How can an admin have more incidents created for different subtypes?
Answer: Under the ‘Define Event Rule’ task: the admin must select subtypes he wants Incidents created for. If more subtypes are to be added to the list, HP has a list of subcategory mappings that can be added in the filter in a comma-separated list. The value must be added in the filter, Ex: OS_CRASH.
Can an Admin choose to import only active incidents from Workforce Experience, rather than true historical records?
Answer: Under the Define Filter : Historical Records task, the admin must select the checkbox titled ‘Fetch only active incidents.
Where can admins check if their import of historical records was successful?
Answer: Module: ‘Event Rule Logs’ under HP WXP Event Management. Or user can navigate to application logs and filter the app scope to be HP Workforce Experience Platform Event Management to view logs for the application.
Within the Define Event Rule task does the admin have to define a threshold?
Answer: No threshold is defined by default, an admin can set thresholds as required
What’s the purpose of the Calibrate URL References task?
Answer: The Calibrate URL References task ensures all URLs used in the guided setup are up to date and calibrated for your instance.
What to do if my guided setup is not loading?
Answer: In the application navigator, type cache.do and select enter.
What to do if a connection error is received upon entering connector user credentials to HP WXP?
Answer: Ensure connector user account has necessary app user and app admin roles on ServiceNow: x_hpws_wrkfrc_exp.user and x_hpws_wrkfrc_exp.admin.
HP Workforce Experience Platform Device Management
What should the application scope be?
Answer: [HP Workforce Experience Platform Device Management].
How can an admin restart the guided setup ?
Answer: In Xanadu ServiceNow release: Navigate to Adoption Service. Select build your Guided Setups. Select the application. Finalize without changes. In Yokohama ServiceNow release: Navigate to Guided Setup Builder. Select Build your Guided Setups. Select the application. Finalize without changes.
Can an admin reopen a Guided Setup task that was marked as complete?
Answer: No, upon selecting 'Mark as Complete' the task becomes locked.
Can an admin revisit guided setup tasks after selecting Confirm Completion?
Answer: No, all tasks within the Guided Setup will lock upon selecting Confirm Completion at the end of setup.
How can new tenants (added after GS completion) be loaded into the application?
Answer: They are automatically loaded into a custom table. The admin can navigate to the Tenant and Device Configuration module to view these tenants. Here they can manage tenants and choose device selections for import.
Can multiple groups receive the failure notifications?
Answer: No, only one group can be added for the ‘Group for Failure Notification’ task. However, all members of the group will receive notifications in case of any integration failure.
Why is a discovery source required?
Answer: It's used to uniquely identify records created by the HP Workforce Experience Platform Device Management application. This is useful for identification and reporting.
What’s the purpose of the Calibrate URL References task?
Answer: The Calibrate URL References task ensures all URLs used in the guided setup are up to date and calibrated for your instance.
What’s recommended for identification and reconciliation rules?
Answer: The customer admin should review their existing IRE setup post application installation, but ultimately no recommendation is provided by HP. The admin should ensure their IRE rules are setup to encompass their entire needs.
What to do if my guided setup is not loading?
Answer: In the application navigator, type cache.do and select enter.
What to do if a connection error is received upon entering connector user credentials to HP WXP?
Answer: Ensure connector user account has necessary app user and app admin roles on ServiceNow: x_hpws_wrkfrcexpdm.user and x_hpws_wrkfrcexpdm.admin.
What to do if user has issues/errors when importing devices?
Answer: Decrease the batch size stored in x_hpws_wrkfrcexpdm.batch.size from 100 to 50. In the script include: WrkfrcExpDmUtil and on line 35, change the time from 3 minutes (1800) to 5 minutes (3000). response.waitForResponse(1800) -> response.waitForResponse(3000). If issues persist please reach out to HP WXP support.