Splunk and Service Now tool integration

[soumdey]

Is it possible to integrate service now and splunk in such a way that whenever an incident comes in on service now, based on priority or short description or description, the particular incident is assigned to a particular queue or to a particular person.

I hope I made myself clear...!!

Example :

• An incident comes in
• Depending on the description a person from service desk manualy assigns the incident to a particular queue and to a particular person.

My idea here is that splunk should parse through the description of the incident and it should decide which queue or resource the incident should be assigned to.

Is it in any way possible?

[soumdey · Accepted solution]

Thanks guys for the heads up.... Got what I wanted... Providing below details if anybody interested...

https://www.servicenow.com/now-platform/intelligent-automation-engine.html

"Routing and categorizing of work. Learning algorithms will automatically route work based on past patterns. Tasks such as assessing risk, assigning owners, and categorizing work will be automated."

Exactly what I wanted...

[richgalloway]

@soumdey If your problem is resolved, please accept the answer to help future readers.

[FrankVl]

Curious as to why you'd want to use Splunk for that. Does Service Now not offer solutions to route tickets based on these attributes?

[soumdey]

Okh.. is that possible...? I don't have much idea on service now...

If it is possible in Service Now... Kindly let me know how do we do that?

[nickhills]

Yes Service now does let you do that. I suggest you reach out to the SNOW support community, as this is not a Splunk issue.