Use these data definitions for the ServiceNow integration with Omnissa Intelligence to help you create widgets in dashboards and to create reports.
Supported Platforms
The ServiceNow integration with Intelligence displays data for the Android, macOS, and Windows platforms.
Incidents
Review definitions for data points that pertain to incidents captured by the ServiceNow integration with Omnissa Intelligence.
| Friendly Names | Definitions | Attribute Names |
|---|---|---|
| Assigned To | Lists a user that an incident is assigned to. | assignedTo |
| Assignment Group | Lists a group (a set of users) an incident is assigned to. | assignmentGroup |
| Average Handle Time (AHT) | Indicates performance by measuring the total time spent on the incident. | |
| Caller User Email | Lists the user’s email who reported the incident. | callerUserEmail |
| Caller User Id | Lists the user’s unique ID string who reported the incident. | callerUserId |
| Channel | Identifies the type of communication channel (email, SMS, conference, or Slack) through which the incident was reported. | channel |
| Closed At | Identifies the date and time an incident was closed. | closedAt |
| Created At | Identifies the data and time an incident was created. | createdAt |
| Device Friendly Name | Lists the friendly name of the device as captured in UEM on which the incident occurred. | deviceFriendlyName |
| Device Model | The model of the device on which an incident occurred. | deviceModel |
| Device Name | Lists the string that identifies a device on which the incident occurred. | deviceName |
| Device OS Version Major | Lists the first number string in a device’s operating system version number that is formatted as <major version>.<minor version>.<patch>. | deviceOsVersionMajor |
| Device OS Version Minor | Lists the second number string in a device’s operating system version number that is formatted as <major version>.<minor version>.<patch>. | deviceOsVersionMinor |
| Device OS Version Patch | Lists the third number string in a device’s operating system version number that is formatted as <major version>.<minor version>.<patch>. | deviceOsVersionPatch |
| Device Organization Group ID | Represents a unique identifier for the group that the device belongs to and is configurable in the UEM console. | |
| Device Organization Group Name | Represents a unique group name as captured in UEM that identifies the group that the device belongs to. | |
| Device Platform | Identifies the platform of the device for example Windows, iOS, or Android. | devicePlatform |
| Device Tags | Lists the tags assigned to a device in the UEM console. | |
| Enrollment Status | Reports the enrollment status of a device as it appears in UEM. | |
| Event Time | Time stamp of the event. | |
| Event Type | Type of event. | |
| Friendly Name | Lists the friendly name of the device as captured in UEM on which the incident occurred. | |
| has_viewed_experience | Boolean flag that specifies whether the assignee has viewed the Experience tab within the ITSM Connector in ServiceNow. | hasViewedExperience |
| has_viewed_uem | Boolean flag that specifies whether the assignee has viewed the UEM tab within the ITSM Connector in ServiceNow. | hasViewedUem |
| Impact | Impact of the incident as reported by the incident creator. | impact |
| Incident Category | Identifies the category assigned to the incident. | incidentCategory |
| Incident Description | Describes in detail what happened to trigger an incident. | incidentDescription |
| Incident ID | Lists a unique identification string for an incident. | incidentId |
| Incident Short Description | Briefly describes what happened to trigger an incident for quick identification. | incidentShortDescription |
| Incident State | Identifies the state that an incident is in. | incidentState |
| Incident Subcategory | Identifies the subcategory assigned to the incident. | incidentSubCategory |
| Last Sync Time | The timestamp when the incident was exported from the ITSM system and imported into Intelligence. | |
| Mean Time to Recovery (MTTR) | The average time a service recovered after an incident occurred and was resolved. | |
| Normalized Event Type | Internal name given to this data set by Workspace ONE. | |
| Opened At | Identifies the data and time an incident was opened. | openedAt |
| Organization Group GUID | The GUID of an Organization Group in UEM. | |
| Organization Group Hierarchy | The name of the Organization Group level in UEM. | |
| Organization Group Lineage List | Shows the hierarchy (a level of organization) of groups in the UEM console. | |
| Priority | Represents a calculated value derived from impact and urgency. | priority |
| Remediation Action List | Lists the remediation actions configured in ServiceNow to resolve a particular incident. | remediationActionList |
| Resolved At | Identifies the date an incident was resolved by the assignee. | resolvedAt |
| Service | Identifies the service in which an incident occurred. | service |
| Service Offering | Lists the offering provided by the service in which the incident occurred. | serviceOffering |
| Source System ID | Internal ID assigned to the UEM instance. | |
| UEM Action List | Lists the remediation actions taken by the assignee in ServiceNow to resolve a particular incident. | uemActionList |
| Urgency | Identifies how immediate an incident requires attention as reported by the incident creator. | urgency |
| User GUID | A global unique identifier (GUID) generated by a system to represent a specific user. | |
| Username | The basic or directory user name used to register a device into Workspace ONE UEM. | |
| Workspace ONE UEM Device GUID | Represents a global unique identifier (GUID) generated by the UEM console for a device. |
Incident Updates
Review definitions for data points that pertain to updates to incidents captured by the ServiceNow integration with Omnissa Intelligence.
| Friendly Names | Definitions | Attribute Names |
|---|---|---|
| Assigned To | Lists a user that an incident is assigned to. | assignedTo |
| Assignment Group | Lists a group (a set of users) that an incident is assigned to. | assignmentGroup |
| Caller User Email | Lists the user’s email who reported the incident. | callerUserEmail |
| Caller User ID | Lists the user’s unique id string who reported the incident. | callerUserId |
| Channel | Identifies the type of communication channel (email, SMS, conference, or Slack) through which the incident was reported. | channel |
| Closed At | Identifies the date and time an incident was closed. | closedAt |
| Device Model | The model of the device on which an incident occurred. | deviceModel |
| Device OS Version Major | Lists the first number string in a device’s operating system version number that is formatted as <major version>.<minor version>.<patch>. | deviceOsVersionMajor |
| Device OS Version Minor | Lists the second number string in a device’s operating system version number that is formatted as <major version>.<minor version>.<patch>. | deviceOsVersionMinor |
| Device OS Version Patch | Lists the third number string in a device’s operating system version number that is formatted as <major version>.<minor version>.<patch>. | deviceOsVersionPatch |
| Device Organization Group ID | Represents a unique identifier for the group that the device belongs to and is configurable in the UEM console. | |
| Device Platform | Identifies the platform of the device for example Windows, iOS, or Android. | devicePlatform |
| Device Tags | Lists the tags assigned to a device in the UEM console. | |
| Enrollment Status | Reports the enrollment status of a device as it appears in UEM. | |
| Event Type | Type of event. | |
| Friendly Name | Lists the friendly name of the device as captured in UEM on which the incident occurred. | |
| IT Service Management Action Item Description | Describes the action taken by the assignee on each update. | itsmActionItemDescription |
| IT Service Management Action Item Identifier | Unique identifier for each action. | itsmActionItemIdentifier |
| IT Service Management Action Item Name | Lists the action taken by the assignee on each update. | itsmActionItemName |
| IT Service Management Action Name | Lists the actions taken by the assignee on the incident. Examples include ViewUEM, InstallProfile, InstallApplication, RunWorkflow, View Experience, SyncDevice, and LockDevice. | itsmActionName |
| IT Service Management Action Type | Identifies the type of action taken by the assignee on the incident. Examples include ConnectorUsage, Remediation, and DeviceAction. | itsmActionType |
| Impact | Impact of the incident as reported by the incident creator. | impact |
| Incident Category | Identifies the category assigned to the incident. | incidentCategory |
| Incident Comment | Lists any comments added to the incident by the assignee. | |
| Incident Id | Lists a unique identification string for an incident. | incidentId |
| Incident Short Description | Briefly describes what happened to trigger an incident for quick identification. | incidentShortDescription |
| Incident State | Identifies the state that an incident is in. | incidentState |
| Incident Sub Category | Identifies the subcategory assigned to the incident. | incidentSubCategory |
| Incident Work Note | Detailed description of the steps taken to resolve the incident by the assignee. | |
| Last Sync Time | The timestamp when the incident was exported from the ITSM system and imported into Intelligence. | |
| Modified By User Email | Lists the user’s email who modified the incident. | modifiedbyUseremail |
| Modified By User ID | Lists the user’s ID who modified the incident. | modifiedbyUserid |
| Modified By User Role | Lists the user’s role who modified the incident. | modifiedbyUserrole |
| Normalized Event Type | Internal name given to this data set by Workspace ONE. | |
| Opened At | Identifies the data and time an incident was opened. | openedAt |
| Organization Group GUID | The GUID of an Organization Group in UEM. | |
| Organization Group Hierarchy | The name of the Organization Group level in UEM. | |
| Organization Group Lineage List | Shows the hierarchy (a level of organization) of groups in the UEM console. | |
| Priority | Represents a calculated value derived from impact and urgency. | priority |
| Resolved At | Identifies the date an incident was resolved by the assignee. | resolvedAt |
| Source System ID | Internal ID assigned to the UEM instance. | |
| Urgency | Identifies how immediate an incident requires attention as reported by the incident creator. | urgency |
| User GUID | A global unique identifier (GUID) generated by a system to represent a specific user. | |
| Username | The basic or directory user name used to register a device into Workspace ONE UEM. | |
| Workspace ONE UEM Device GUID | Represents a global unique identifier (GUID) generated by the UEM console for a device. |
Was this page helpful?