ServiceNow Incident Management SpotApp

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.

This is a sample Liveboard, created after you deploy the ServiceNow Incident Management SpotApp:

ServiceNow SpotApp Liveboard

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 the ServiceNow Incident Management SpotApp, you must complete the following prerequisites:

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

INCIDENT

NUMBER

VARCHAR

Y

INCIDENT

CATEGORY

VARCHAR

Y

INCIDENT

CLOSED_AT

DATE_TIME

Y

INCIDENT

STATE

VARCHAR

Y

INCIDENT

ACTIVE

VARCHAR

Y

INCIDENT

CLOSE_CODE

VARCHAR

N

INCIDENT

REASSIGNMENT_COUNT

VARCHAR

Y

INCIDENT

REOPEN_COUNT

VARCHAR

N

INCIDENT

OPENED_BY

VARCHAR

N

INCIDENT

OPENED_AT

DATE_TIME

Y

INCIDENT

PRIORITY

VARCHAR

Y

INCIDENT

ESCALATION

VARCHAR

Y

INCIDENT

ASSIGNED_TO

VARCHAR

Y

INCIDENT

CLOSED_BY

VARCHAR

N

INCIDENT

RESOLVED_BY

VARCHAR

N

INCIDENT

SYS_UPDATED_ON

DATE_TIME

N

INCIDENT

SYS_ID

VARCHAR

N

INCIDENT

LOCATION

VARCHAR

N

INCIDENT

SYS_UPDATED_BY

VARCHAR

N

INCIDENT

SYS_CREATED_ON

DATE_TIME

N

INCIDENT

MAJOR_INCIDENT_STATE

VARCHAR

Y

SYS_USER

TITLE

VARCHAR

Y

SYS_USER

NAME

VARCHAR

Y

SYS_USER

SYS_ID

VARCHAR

N

CMN_LOCATION

NAME

VARCHAR

Y

CMN_LOCATION

COUNTRY

VARCHAR

Y

CMN_LOCATION

STATE

VARCHAR

Y

CMN_LOCATION

SYS_ID

VARCHAR

Y

TASK_SLA

HAS_BREACHED

VARCHAR

Y

TASK_SLA

END_TIME

DATE_TIME

Y

TASK_SLA

TASK

VARCHAR

Y

CONTRACT_SLA

SYS_ID

VARCHAR

Y

CONTRACT_SLA

TYPE

VARCHAR

Y

CONTRACT_SLA

TARGET

VARCHAR

Y

CONTRACT_SLA

SYS_NAME

VARCHAR

N

CONTRACT_SLA

DURATION

DATE_TIME

N

SYS_USER_GROUP

SYS_ID

VARCHAR

Y

SYS_USER_GROUP

NAME

VARCHAR

Y

Matillion ETL job

To deploy the ServiceNow Incident Management SpotApp, you must load your ServiceNow data into your cloud data warehouse. ThoughtSpot partners with Matillion to make the ETL process easier with a custom Matillion job. This job loads your ServiceNow data into your Snowflake environment. If you use a different cloud data warehouse, you cannot use this job.

You can access the job here.