Create an Incident Ticket

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Note:

This step is deprecated unless you are using ServiceNow ticketing. For all other ticketing providers, FireHydrant recommends using their specific Runbook steps:

• Create an Asana Task
• Create a Jira Issue
• Create a Shortcut Issue

For ServiceNow users, this Runbook step is the one you must use to create a ServiceNow incident.

Prerequisites

• You must have configured the ServiceNow integration.
• You will need to set the ServiceNow instance as the "default project" in Settings > Incidents > Ticketing settings > Default project.

Adding the step

1. In a Runbook, edit, click "+ Add step," and then search for "Create an Incident Ticket."
2. In this step, fill in the details for the ticket summary and description (both fields support template variables.
3. When finished, click "Add step" and save the Runbook.

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Note:

Assign ticket to role field does not currently work for ServiceNow. Setting a value there will not assign the ServiceNow incident record to any users.