ServiceNow Incident Management SpotApps
SpotApps are ThoughtSpot’s out-of-the-box solution templates built for specific use cases and data sources. They are built on ThoughtSpot Modeling Language (TML) Blocks, which are pre-built pieces of code that are easy to download and implement directly from the product.
The ServiceNow Incident Management SpotApp mimics the ServiceNow data model. When you deploy it, ThoughtSpot creates several Worksheets, Answers, and Liveboards, based on your ServiceNow data in your cloud data warehouse.
There are two ServiceNow Incident Management SpotApps:
-
ServiceNow Incident Management
-
ServiceNow Incident Management (Snowflake Connector for ServiceNow)
The first one is for cloud data warehouses except for Snowflake. The second one is for customers who use the Snowflake Connector for ServiceNow to move their ServiceNow data into Snowflake.
This is a sample Liveboard, created after you deploy the ServiceNow Incident Management SpotApp:
Use the ServiceNow Incident Management SpotApp for incident management. You can track the number of tickets submitted, and understand the efficiency of how those tickets are resolved.
Prerequisites
Before you can deploy either ServiceNow Incident Management SpotApp, you must complete the following prerequisites:
-
Review the required tables and columns for the SpotApp.
-
Ensure that your columns match the required column type listed in the schema for your SpotApp.
-
Sync all tables and columns from ServiceNow to your cloud data warehouse. You can sync only the required tables and columns, but ThoughtSpot recommends syncing all tables and columns from ServiceNow to your CDW. The columns can be ServiceNow’s out-of-the-box columns, or any custom columns that you are using instead of the out-of-the-box columns.
If you are using an ETL/ELT tool or working with another team in your organization to move data, our recommendation is that you sync all columns from the tables listed in the SpotApp. -
Obtain credentials and SYSADMIN privileges to connect to your cloud data warehouse. The cloud data warehouse must contain the data you would like ThoughtSpot to use to create Answers, Liveboards, and Worksheets. Refer to the connection reference for your cloud data warehouse for information about required credentials:
-
The connection name for each new SpotApp must be unique.
-
Developer account in ServiceNow
-
ServiceNow data loaded into your cloud data warehouse.
If you use Snowflake as your cloud data warehouse, use Snowflake’s purpose-built ServiceNow connector to ingest your ServiceNow data. Make sure to select all the required tables and columns when connecting. To learn how to use the Snowflake ServiceNow connector, see Snowflake Connector for ServiceNow.
-
Access to the following ServiceNow tables in your cloud data warehouse. Refer to ServiceNow Incident Management SpotApp schema for more details.
Deploy the ServiceNow Incident Management SpotApp
After you complete the prerequisites, you are ready to deploy the ServiceNow Incident Management SpotApp and begin leveraging its pre-built content.
To deploy the ServiceNow Incident Management SpotApp, refer to Deploying SpotApps.
ServiceNow Incident Management SpotApp schema
The following table describes the schema for the ServiceNow Incident Management SpotApp.
| Table | Column | Column type | Required column |
|---|---|---|---|
cmn_location |
country |
VARCHAR |
N |
cmn_location |
name |
VARCHAR |
N |
cmn_location |
state |
VARCHAR |
N |
cmn_location |
sys_id |
VARCHAR |
N |
config_item |
name |
VARCHAR |
N |
config_item |
sys_id |
VARCHAR |
N |
contract_sla |
duration |
DATE_TIME |
N |
contract_sla |
sys_id |
VARCHAR |
N |
contract_sla |
sys_name |
VARCHAR |
N |
contract_sla |
target |
VARCHAR |
N |
contract_sla |
type |
VARCHAR |
N |
core_company |
name |
VARCHAR |
N |
incident |
active |
VARCHAR |
Y |
incident |
assigned_to |
VARCHAR |
Y |
incident |
assignment_group |
VARCHAR |
Y |
incident |
business_service |
VARCHAR |
Y |
incident |
category |
VARCHAR |
Y |
incident |
close_code |
VARCHAR |
Y |
incident |
closed_at |
DATE_TIME |
Y |
incident |
closed_by |
VARCHAR |
Y |
incident |
close_Ntes |
VARCHAR |
Y |
incident |
cmdb_ci |
VARCHAR |
Y |
incident |
company |
VARCHAR |
Y |
incident |
escalation |
VARCHAR |
Y |
incident |
location |
VARCHAR |
Y |
incident |
major_incident_state |
VARCHAR |
Y |
incident |
number |
VARCHAR |
Y |
incident |
opened_at |
DATE_TIME |
Y |
incident |
opened_by |
VARCHAR |
Y |
incident |
priority |
VARCHAR |
Y |
incident |
reassignment_count |
VARCHAR |
Y |
incident |
reopen_count |
VARCHAR |
Y |
incident |
reopened_time |
VARCHAR |
Y |
incident |
resolved_at |
DATE_TIME |
Y |
incident |
resolved_by |
VARCHAR |
Y |
incident |
route_reason |
VARCHAR |
Y |
incident |
service_offering |
VARCHAR |
Y |
incident |
severity |
VARCHAR |
Y |
incident |
state |
VARCHAR |
Y |
incident |
subcategory |
VARCHAR |
Y |
incident |
sys_created_on |
DATE_TIME |
Y |
incident |
sys_id |
VARCHAR |
Y |
incident |
sys_updated_by |
VARCHAR |
Y |
incident |
sys_updated_on |
DATE_TIME |
Y |
incident |
task_effective_number |
VARCHAR |
Y |
incident |
urgency |
VARCHAR |
Y |
service_offering |
name |
VARCHAR |
N |
service_offering |
sys_id |
VARCHAR |
N |
services |
name |
VARCHAR |
N |
services |
sys_id |
VARCHAR |
N |
sys_user |
name |
VARCHAR |
N |
sys_user |
sys_id |
VARCHAR |
N |
sys_user |
title |
VARCHAR |
N |
sys_user_group |
name |
VARCHAR |
N |
sys_user_group |
sys_id |
VARCHAR |
N |
task_sla |
active |
VARCHAR |
N |
task_sla |
end_time |
DATE_TIME |
N |
task_sla |
has_breached |
VARCHAR |
N |
task_sla |
planned_end_time |
DATE_TIME |
N |
task_sla |
sla |
VARCHAR |
N |
task_sla |
stage |
VARCHAR |
N |
task_sla |
start_time |
DATE_TIME |
N |
task_sla |
__status |
VARCHAR |
N |
task_sla |
sys_created_on |
DATE_TIME |
N |
task_sla |
task |
VARCHAR |
N |
ServiceNow Incident Management (Snowflake Connector for ServiceNow) SpotApp schema
The following table describes the schema for the ServiceNow Incident Management (Snowflake Connector for ServiceNow) SpotApp.
| Table | Column | Datatype | Required |
|---|---|---|---|
CMDB_CI_SERVICE__VIEW |
NAME |
VARCHAR |
No |
CMDB_CI_SERVICE__VIEW |
SYS_ID |
VARCHAR |
No |
CMDB_CI__VIEW |
NAME |
VARCHAR |
No |
CMDB_CI__VIEW |
SYS_ID |
VARCHAR |
No |
CMN_COST_CENTER__VIEW |
NAME |
VARCHAR |
No |
CMN_COST_CENTER__VIEW |
SYS_ID |
VARCHAR |
No |
CMN_LOCATION__VIEW |
COUNTRY |
VARCHAR |
No |
CMN_LOCATION__VIEW |
NAME |
VARCHAR |
No |
CMN_LOCATION__VIEW |
STATE |
VARCHAR |
No |
CMN_LOCATION__VIEW |
SYS_ID |
VARCHAR |
No |
CONTRACT_SLA__VIEW |
DURATION |
DATE_TIME |
No |
CONTRACT_SLA__VIEW |
SYS_ID |
VARCHAR |
No |
CONTRACT_SLA__VIEW |
SYS_NAME |
VARCHAR |
No |
CONTRACT_SLA__VIEW |
TARGET |
VARCHAR |
No |
CONTRACT_SLA__VIEW |
TYPE |
VARCHAR |
No |
CORE_COMPANY__VIEW |
NAME |
VARCHAR |
No |
INCIDENT__VIEW |
ACTIVE |
BOOL |
No |
INCIDENT__VIEW |
ASSIGNED_TO |
VARCHAR |
No |
INCIDENT__VIEW |
ASSIGNMENT_GROUP |
VARCHAR |
No |
INCIDENT__VIEW |
BUSINESS_SERVICE |
VARCHAR |
No |
INCIDENT__VIEW |
CATEGORY |
VARCHAR |
No |
INCIDENT__VIEW |
CLOSE_CODE |
VARCHAR |
No |
INCIDENT__VIEW |
CLOSED_AT |
DATE_TIME |
No |
INCIDENT__VIEW |
CLOSED_BY |
VARCHAR |
No |
INCIDENT__VIEW |
CLOSE_NOTES |
VARCHAR |
No |
INCIDENT__VIEW |
CMDB_CI |
VARCHAR |
No |
INCIDENT__VIEW |
COMPANY |
VARCHAR |
No |
INCIDENT__VIEW |
ESCALATION |
INT64 |
No |
INCIDENT__VIEW |
INCIDENT_STATE |
INT64 |
No |
INCIDENT__VIEW |
LOCATION |
VARCHAR |
No |
INCIDENT__VIEW |
NUMBER |
VARCHAR |
No |
INCIDENT__VIEW |
OPENED_AT |
DATE_TIME |
No |
INCIDENT__VIEW |
OPENED_BY |
VARCHAR |
No |
INCIDENT__VIEW |
PRIORITY |
INT64 |
No |
INCIDENT__VIEW |
REASSIGNMENT_COUNT |
INT64 |
No |
INCIDENT__VIEW |
REOPEN_COUNT |
INT64 |
No |
INCIDENT__VIEW |
REOPENED_TIME |
DATE_TIME |
No |
INCIDENT__VIEW |
RESOLVED_AT |
DATE_TIME |
No |
INCIDENT__VIEW |
RESOLVED_BY |
VARCHAR |
No |
INCIDENT__VIEW |
ROUTE_REASON |
INT64 |
No |
INCIDENT__VIEW |
SERVICE_OFFERING |
VARCHAR |
No |
INCIDENT__VIEW |
SEVERITY |
INT64 |
No |
INCIDENT__VIEW |
STATE |
INT64 |
No |
INCIDENT__VIEW |
SUBCATEGORY |
VARCHAR |
No |
INCIDENT__VIEW |
SYS_CREATED_ON |
DATE_TIME |
No |
INCIDENT__VIEW |
SYS_ID |
VARCHAR |
No |
INCIDENT__VIEW |
SYS_UPDATED_BY |
VARCHAR |
No |
INCIDENT__VIEW |
SYS_UPDATED_ON |
DATE_TIME |
No |
INCIDENT__VIEW |
TASK_EFFECTIVE_NUMBER |
VARCHAR |
No |
INCIDENT__VIEW |
URGENCY |
INT64 |
No |
SERVICE_OFFERING__VIEW |
NAME |
VARCHAR |
No |
SERVICE_OFFERING__VIEW |
SYS_ID |
VARCHAR |
No |
SYS_USER_GROUP__VIEW |
NAME |
VARCHAR |
No |
SYS_USER_GROUP__VIEW |
SYS_ID |
VARCHAR |
No |
SYS_USER__VIEW |
COST_CENTER |
VARCHAR |
No |
SYS_USER__VIEW |
NAME |
VARCHAR |
No |
SYS_USER__VIEW |
SYS_ID |
VARCHAR |
No |
SYS_USER__VIEW |
TITLE |
VARCHAR |
No |
TASK_SLA__VIEW |
ACTIVE |
BOOL |
No |
TASK_SLA__VIEW |
END_TIME |
DATE_TIME |
No |
TASK_SLA__VIEW |
HAS_BREACHED |
BOOL |
No |
TASK_SLA__VIEW |
PLANNED_END_TIME |
DATE_TIME |
No |
TASK_SLA__VIEW |
SLA |
VARCHAR |
No |
TASK_SLA__VIEW |
STAGE |
VARCHAR |
No |
TASK_SLA__VIEW |
START_TIME |
DATE_TIME |
No |
TASK_SLA__VIEW |
SYS_CREATED_ON |
DATE_TIME |
No |
TASK_SLA__VIEW |
TASK |
VARCHAR |
No |
