Integration of PEGA PDC with ServiceNow
The integration of PEGA (Predictive Diagnostic Cloud™) PDC with ServiceNow is useful to track and manage the resolution of problems identified by the PDC in the systems. After configuring this unification, we can build ServiceNow incidents and events by splitting PDC cases.

Integration of PEGA PDC with ServiceNow

The integration of PEGA (Predictive Diagnostic Cloud™) PDC with ServiceNow is useful to track and manage the resolution of problems identified by the PDC in the systems. After configuring this unification, we can build ServiceNow incidents and events by splitting PDC cases. And also we can send several PDC notifications directly to ServiceNow.

Configuring integration with ServiceNow

The configuration of this service requires the below things to perform;

  • First, we need to Log in to PDC as a Manager.

  • In the PDC header, click on the Properties button, and select Integrations > Integrations.

  • Next, open the ServiceNow account’s URL 

  • Now, enter the user name and password here.

  • Later, within the Target Table section, select the items need to create in Service Now by sharing a case: an Event.

  • Finally, click the Submit button.

To get In depth Knowledge in Pega you can enroll for free live demo Pega Online Training

Enabling notifications to ServiceNow

PDC automatically develops ServiceNow events/incidents by sending the selected event-based notification to ServiceNow directly. Now, we will look into how to maintain notifications in PEGA PDC.

It needs to inform PEGA PDC users regarding system health and several events by setting up daily abstracts and event-based notifications. Moreover, we need to keep all or specific users updated with a complete refinement plan. It includes a list of up to the five most necessary items from different affected areas, a periodic abstract of new cases, and incident notifications.

Adding a new notification

Here, we try to create a notification subscription.

--Go to PDC header > now click the Properties button > do select Notifications> Manage notifications.

Within the Manage notifications page click on New notification.

Selecting types of notification

Choose between daily synopsis and incident-based notifications.

To get a notification while a specific incident appears on the system; click on - Event-based notifications.

  • Within the System field, select a monitored system.

  • Now, go to Notification name field > you need to select the notification for that you want to create a subscription.

To get a complete Refinement Plan from time to time, you may need the five most urgent items or an abstract of the latest cases > click Daily digest notifications.

  • Go to the System field > select a monitored system.

  • Next within the Notification name field, select the notification required to create a subscription.

  • Later, within the Schedule section > select the specific days to send the notifications frequently.

Optional: Setting the frequency of event-based notifications

As a default, the PDC sends an event-based or incident-based notification in case an event occurs at least once in five mins. The users have the option to limit the number of notifications. Such as, if you expect that a particular problem might appear hundreds of times within a short time, and you want to shun producing un-important network traffic.

Now go to the Notify when section > click on Event appeared at least <number> time(s) in the previous <time period>.

In the text field, enter the least number of incidents, and in the drop-down list, select the period. Let’s enter 5 and 15 mins respectively to only get a notification in case the event occurs at least 5 times in 15 mins; for example.

Adding recipients

Define the recipients of the latest notification.

Under the Notification method section, select the names you want to send notifications:

To send notifications to a particular email address, go through the below steps:

  • Select > Email checkbox from the menu

  • To add each recipient, click on> Add new, and then enter the recipient's Email address in the specific field.

  • Optional method: To send the hand-picked daily abstract to the selected recipients immediately, click on > Send now.

To send event-based notifications to particular phone numbers choose the below steps:

  • Select > SMS check box from menu.

  • To add each recipient you want to, click > Add new, and later, in the Country prefix field and the Mobile number field, fill the recipient's details.

To create a ServiceNow event for every phenomenon of the selected event-based notification, use the below steps:

  • Go to the ServiceNow checkbox > Select it.

  • Under the Target table list > select the type of item that you want to build within ServiceNow.

Muting notifications

You can mute notification for the time being. Suppose; you are working on resolving a known issue and want to keep away unnecessary network traffic.

Follow the below steps;

  • PDC header > Properties icon > Select Notifications > there select -Manage notifications.

  • Now, to mute notifications > click on the Click to Mute button.

Unmuting notifications

Activate a notification that has been muted earlier.

  • Again, go to > PDC header > click on Properties button > then select Notifications > click- Manage notifications button.

  • To unmute/resume a notification > click on the Unmute button, next to the notification.

Removing integration with a project management tool from PEGA PDC

We have an option to remove an integration that we no longer need under PEGA PDC.

  • Again, Log in as a manager into PDC.

  • Go to PDC header & click on the Properties button - and select the Integrations -> Integrations.

  • Within the Configured Integrations section -> click the Delete button to remove the integration.

Thus, other than ServiceNow, many other project management tools use PEGA PDC to track issues. 

Tools to monitor PEGA PDC system resources

There are several tools available to monitor system resources within PEGA PDC. Within system resources, we can find statistics and complete information regarding the usage and condition of our database, Elasticsearch, job schedulers, agents, listeners, the system’s resources, etc.

Under the > System Resources > section the following landing pages comes in:

  • Database

  • Nodes

  • Resource Utilization

  • Elasticsearch

  • Job Scheduler

  • Agents

  • Listeners

  • Agent queues

  • Queue Processor

Let us discuss a few of them in detail.

Database

It is useful to check the use, statistics, and complete information regarding the status of the databases.

Moreover, the following types of information found on the Database landing page;

  • Metrics

  • Tables

  • Query Stats

Nodes

These are useful to check the usage stats and all the information about the status of our nodes. We get the following information on the Nodes landing page: 

  • The total number of nodes within the system

  • The number of nodes in the below conditions:

    Running

    Offline

   Unknown

For each node within our system, we can check the below details;

  • Node health indicators 

  • Node info 

  • Build info

  • JVM info

  • JVM arguments

  • Configuration setting info

Agents

This is useful to check the usage, stats, and whole information about the status of our agents.

We find the following information on the Agents landing page:

  • Total number of agents within our system

  • The number of agents in the following conditions:

  • Running

  • Stopped

  • Exception

Moreover, for each agent in the system, we can verify the below details:

  • Node details, other agent details, and Historical agent data.

Elasticsearch

This is useful to check the statistics, complete info & usage about the status of Elasticsearch.

The following type of information is found on its landing page:

  • Summary of Metrics 

  • Default indexes details 

  • And the Search index host node details

Similarly, Job Scheduler, Listeners, Agent queues, Queue Processor & Resource Utilization are useful to check the usage, stats & all the details on their status.

Conclusion

Thus, we reach to conclusion in this article. I hope you got the basic idea of the integration of PEGA PDC with ServiceNow and its various details. To learn more about PEGA and its uses, one can opt for PEGA Online Training.

YOUR REACTION?



Facebook Conversations