Activating modules in Netenrich Connect

  • Updated
Table of Contents:

This article covers how to activate various modules, such as incidents, cases, change requests, service requests, problems, groups, configuration items, scheduled jobs, notifications, and reports, in Netenrich Connect.

Before you begin, you should activate the Netenrich Connect App in ServiceNow. For more details, refer to activating Netenrich Connect app in ServiceNow.

Application provides the ability to sync selectively one or more modules which are described as follows.

Activating Incidents

An incident is defined as a temporary interruption of a service caused due to unknown issues. Resolving an incident does not require Root Cause Analysis (RCA) rather than performing a necessary action to restore the service quickly. 

To activate Incidents,

  1. Login to your ServiceNow instance
  2. Search "Netenrich Connect" in the left nav-bar
  3. Select Application Setup from the search result
  4. Select a module you want to activate Configuration --> Incidents
  5. Select Activate checkbox and either select All radio button or select Apply a filter

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Activating a Case

  1. Login to your ServiceNow instance
  2. Search "Netenrich Connect" in the left nav-bar
  3. Select Application Setup from the search result
  4. Select a module you want to activate Configuration --> Case
  5. Select Activate checkbox and either select All radio button or select Apply a filter
  6. Click Submit

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Activating Change Requests

A change is defined as the addition, modification, or removal of anything that could have an impact on an IT service.

To activate Change Requests,

  1. Login to your ServiceNow instance
  2. Search "Netenrich Connect" in the left nav-bar
  3. Select Application Setup from the search result
  4. Select a module you want to activate Configuration --> Change Requests
  5. Select Activate checkbox and either select All radio button or select Apply a filter
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Activating Service Requests

A service request is defined as a formal request that a client or an employee of the client makes, asking a domain user to provide them with something that would be useful in the business's day-to-day operations. 

Examples include:

  • Password recovery
  • Hardware requirement
  • Travel expenses reimbursement
  • Upgrade new version of software

To activate Service Requests,

  1. Login to your ServiceNow instance
  2. Search "Netenrich Connect" in the left nav-bar
  3. Select Application Setup from the search result
  4. Select a module you want to activate Configuration --> Service Requests
  5. Select Activate checkbox and either select All radio button or select Apply a filter
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Activating Problems

A problem is defined as the underlying cause of one or more incidents. The root cause is not known at the time a problem record is created. A problem can be:

  • The occurrence of the same or similar incidents multiple times
  • An incident that impacts a service(s) with many users
  • The result of diagnostics reveals systems not operating in the expected way that will lead to an incident; a service impact has not yet occurred

To activate Problems,

  1. Login to your ServiceNow instance
  2. Search "Netenrich Connect" in the left nav-bar
  3. Select Application Setup from the search result
  4. Select a module you want to activate Configuration --> Problems
  5. Select Activate checkbox and either select All radio button or select Apply a filter

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Activating Configuration Items

A configuration item (CI) is any computer, device, software, or service in the CMDB. A CI's record will include all of the relevant data, such as manufacturer, vendor, location, etc

To activate Configuration Items,

  1. Login to your ServiceNow instance
  2. Search "Netenrich Connect" in the left nav-bar
  3. Select Application Setup from the search result
  4. Select a module you want to activate Configuration --> Configuration Items.
  5. Select Activate checkbox to enable the module
    Note: By default, all configuration items are synchronized
  6. Optional, use the Apply a filter to specify the target condition
  7. Click Submit to save the changes
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Activating Groups

A group is a set of users who share a common purpose. Groups may perform tasks such as approving change requests, resolving incidents, receiving email notifications, or performing work order tasks.

To activate Groups,

  1. Login to your ServiceNow instance
  2. Search "Netenrich Connect" in the left nav-bar
  3. Select Application Setup from the search result
  4. Select a module you want to activate Configuration --> Groups
  5. Select Activate checkbox and either select All radio button or select Apply a filter

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Activating Scheduled Jobs

Scheduled jobs are a way of generating a report or record and automatically running a script. Creating a report or record is a configuration and does not require scripting. What we are interested in for scheduled jobs is the ability to automatically run a script.

To activate Scheduled Jobs,

  1. Login to your ServiceNow instance
  2. Search "Netenrich Connect" in the left navigation bar
  3. Select Application Setup from the search result
  4. Select a module you want to activate Configuration --> Scheduled Jobs
  5. Click on a Scheduled Job that you would like to configure
  6. From the Scheduled Job screen, enter Title
  7. Select Run from the drop-down menu
  8. Click Execute Now at the top of screen to run the script provided
  9. Click Update, if there are no errors in the script
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Activating Reports

A report stores data records including the fields on incidents, requests and other tickets. Reporting allows this data to be presented as filtered lists, charts or calendars and enable visualization and analysis of trends.

To activate Reports,

  1. Login to your ServiceNow instance
  2. Search "Netenrich Connect" in the left nav-bar
  3. Select Application Setup from the search result
  4. Select a module you want to activate Configuration --> Reports
  5. Click on a report that you would like to configure
  6. From the Report screen, enter Title and click Add Filter if you would like to append more filters to  your report
  7. Click Update
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Activating Notifications

Notification channels include email addresses, text pagers, and domain users for SMS messages.

To activate notifications,

  1. Login to your ServiceNow instance
  2. Search "Netenrich Connect" in the left nav-bar
  3. Select Application Setup from the search result
  4. Select a module you want to activate Configuration --> Notifications
  5. Click on a notification that you would like to configure
  6. From the Notification screen, enter Title.
  7. Select Type from the dropdown menu
  8. Select Table from the dropdown menu
  9. Enter Category using Lookup list
  10. Enter Description (Optional)
  11. Select Send When from the dropdown menu
  12. Click Add Conditions if you would like to customize your notification
  13. Click Update
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