Merge pull request #213389 from AbbyMSFT/itsm

Deprecating support for sending ITSM actions and events to ServiceNow

Author: v-regandowner

articles/azure-monitor/alerts/itsmc-connections-cherwell.md

@@ -20,7 +20,7 @@ The following sections provide details about how to connect your Cherwell produc
 
 Ensure the following prerequisites are met:
 
-- ITSMC installed. More information: [Adding the IT Service Management Connector Solution](./itsmc-definition.md#add-it-service-management-connector).
+- ITSMC installed. More information: [Adding the IT Service Management Connector Solution](./itsmc-definition.md#install-it-service-management-connector).
 - Client ID generated. More information: [Generate client ID for Cherwell](#generate-client-id-for-cherwell).
 - User role:  Administrator.
 

articles/azure-monitor/alerts/itsmc-connections-provance.md

@@ -21,7 +21,7 @@ The following sections provide details about how to connect your Provance produc
 
 Ensure the following prerequisites are met:
 
-- ITSMC installed. More information: [Adding the IT Service Management Connector Solution](./itsmc-definition.md#add-it-service-management-connector).
+- ITSMC installed. More information: [Adding the IT Service Management Connector Solution](./itsmc-definition.md#install-it-service-management-connector).
 - Provance App should be registered with Azure AD - and client ID is made available. For detailed information, see [how to configure active directory authentication](../../app-service/configure-authentication-provider-aad.md).
 
 - User role:  Administrator.

articles/azure-monitor/alerts/itsmc-connections-servicenow.md

@@ -16,7 +16,7 @@ Ensure that you meet the following prerequisites for the connection.
 
 ### ITSMC installation
 
-For information about installing ITSMC, see [Add the IT Service Management Connector solution](./itsmc-definition.md#add-it-service-management-connector).
+For information about installing ITSMC, see [Add the IT Service Management Connector solution](./itsmc-definition.md#install-it-service-management-connector).
 
 > [!NOTE]
 > ITSMC supports only the official software as a service (SaaS) offering from ServiceNow. Private deployments of ServiceNow are not supported.

articles/azure-monitor/alerts/itsmc-definition.md

@@ -2,21 +2,21 @@
 title: IT Service Management Connector in Log Analytics
 description: This article provides an overview of IT Service Management Connector (ITSMC) and information about using it to monitor and manage ITSM work items in Log Analytics and resolve problems quickly.
 ms.topic: conceptual
-ms.date: 2/23/2022
+ms.date: 10/03/2022
 ms.custom: references_regions
 ms.reviewer: nolavime
 
 ---
 
-# Connect Azure to ITSM tools by using IT Service Management solution
+# Connect Azure to ITSM tools by using IT Service Management
 
 :::image type="icon" source="media/itsmc-overview/itsmc-symbol.png":::
 
 This article provides information about how to configure IT Service Management Connector (ITSMC) in Log Analytics to centrally manage your IT Service Management (ITSM) work items.
 
-## Add IT Service Management Connector
+## Install IT Service Management Connector
 
-Before you can create a connection, install ITSMC.
+Before you create a connection, install ITSMC.
 
 1. In the Azure portal, select **Create a resource**.
 
@@ -43,9 +43,7 @@ When the ITSMC resource is deployed, a notification appears in the upper-right c
 
 ## Create an ITSM connection
 
-After you've installed ITSMC, create an ITSM connection.
-
-After you've prepped your ITSM tool, follow these steps to create a connection.
+After you've installed ITSMC, and prepped your ITSM tool, create an ITSM connection.
 
 1. [Configure ServiceNow](./itsmc-connections-servicenow.md) to allow the connection from ITSMC.
 1. In **All resources**, look for **ServiceDesk(*your workspace name*)**.
@@ -70,13 +68,10 @@ After you've prepped your ITSM tool, follow these steps to create a connection.
 
 ## Create ITSM work items from Azure alerts
 
-After you create your ITSM connection, you can use ITSMC to create work items in your ITSM tool based on Azure alerts. To create the work items, you'll use the ITSM action in action groups.
-
-Action groups provide a modular and reusable way to trigger actions for your Azure alerts. You can use action groups with metric alerts, activity log alerts, and Log Analytics alerts in the Azure portal.
+After you create your ITSM connection, use the ITSM action in action groups to create work items in your ITSM tool based on Azure alerts. Action groups provide a modular and reusable way to trigger actions for your Azure alerts. You can use action groups with metric alerts, activity log alerts, and Log Analytics alerts in the Azure portal.
 
 > [!NOTE]
-> After you create the ITSM connection, you must wait 30 minutes for the sync process to finish.
-
+> Wait 30 minutes after you create the ITSM connection for the sync process to finish.
 ### Define a template
 
 Certain work item types can use templates that you define in ServiceNow. When you use templates, you can define fields that will be automatically populated by using constant values defined in ServiceNow (not values from the payload). The templates are synced with Azure. You can define which template you want to use as a part of the definition of an action group. For information about how to create templates, see the [ServiceNow documentation](https://docs.servicenow.com/en-US/bundle/tokyo-platform-administration/page/administer/form-administration/task/t_CreateATemplateUsingTheTmplForm.html).
@@ -90,7 +85,6 @@ To create an action group:
 
 1. On the **Action groups** screen, select **+Create**.
    The **Create action group** screen appears.
-
 1. Select the **Subscription** and **Resource group** where you want to create your action group. Enter values in **Action group name** and **Display name** for your action group. Then select **Next: Notifications**.
 
     ![Screenshot that shows the Create an action group screen.](media/itsmc-overview/action-groups-details.png)
@@ -101,36 +95,29 @@ To create an action group:
     ![Screenshot that shows selections for creating an action group.](media/itsmc-definition/action-group-pen.png)
 
 1. In the **Subscription** list, select the subscription that contains your Log Analytics workspace. In the **Connection** list, select your ITSM Connector name. It will be followed by your workspace name. An example is *MyITSMConnector(MyWorkspace)*.
+1. In the **Work Item** type field, select the type of work item.
 
-1. Select a **Work Item** type.
+    > [!NOTE]
+    > As of September 2022, we are starting the 3-year process of deprecating support of using ITSM actions to send alerts and events to ServiceNow.
 
-1. In the last section of the interface for creating an ITSM action group, you can define how many work items will be created for each alert.
+1. In the last section of the interface for creating an ITSM action group, if the alert is a log alert, you can define how many work items will be created for each alert. For all other alert types, create one work item per alert.
 
-   > [!NOTE]
-   > This section is relevant only for log search alerts. For all other alert types, you'll create one work item per alert.
-
-   * **Incident** or **Alert**: If you select one of these options from the **Work Item** dropdown list, you can create individual work items for each configuration item.
+    - If the work item type is **Incident** or **Alert**:
 
-     ![Screenshot that shows the I T S M Ticket area with Incident selected as a work item.](media/itsmc-overview/itsm-action-configuration.png)
+       If you select the **Create individual work items for each Configuration Item** checkbox, every configuration item in every alert creates a new work item. Because several alerts will occur for the same affected configuration items, there will be more than one work item for each configuration item. For example, an alert that has three configuration items creates three work items. An alert that has one configuration item creates one work item.
 
-     * **Create individual work items for each Configuration Item**: If you select this checkbox, every configuration item in every alert will create a new work item. Because several alerts will occur for the same affected configuration items, there will be more than one work item for each configuration item.
+       If you do not select the **Create individual work items for each Configuration Item** checkbox, ITSMC will create a single work item for each alert rule and append to it all affected configuration items. A new work item will be created if the previous one is closed. Some of the fired alerts won't generate new work items in the ITSM tool. For example, an alert that has three configuration items will create one work item. If an alert for the same alert rule as the previous example has one configuration item, that configuration item will be attached to the list of affected configuration items in the created work item. An alert for a different alert rule that has one configuration item will create one work item.
+    
+       ![Screenshot that shows the I T S M Ticket area with Incident selected as a work item.](media/itsmc-overview/itsm-action-configuration.png)
 
-       For example, an alert that has three configuration items will create three work items. An alert that has one configuration item will create one work item.
-        
-     * **Create individual work items for each Configuration Item**: If you clear this checkbox, ITSMC will create a single work item for each alert rule and append to it all affected configuration items. A new work item will be created if the previous one is closed.
+    - If the work item type is **Event**:
 
-       >[!NOTE]
-       > In this case, some of the fired alerts won't generate new work items in the ITSM tool.
+        If you select the **Create individual work items for each Log Entry** button, a work item is created for each row in the search results of the log search alert query. The description property in the payload of the work item contains the row from the search results.
 
-       For example, an alert that has three configuration items will create one work item. If an alert for the same alert rule as the previous example has one configuration item, that configuration item will be attached to the list of affected configuration items in the created work item. An alert for a different alert rule that has one configuration item will create one work item.
+        If you select the **Create individual work items for each Configuration Item** button, every configuration item in every alert creates a new work item. Each configuration item can have more than one work item in the ITSM system. This option is the same as selecting the checkbox that appears after you select `Incident` as the work item type.
 
-   * **Event**: If you select this option in the **Work Item** dropdown list, you can create individual work items for each log entry or for each configuration item.
-    
-     ![Screenshot that shows the I T S M Ticket area with Event selected as a work item.](media/itsmc-overview/itsm-action-configuration-event.png)
+        ![Screenshot that shows the I T S M Ticket area with Event selected as a work item.](media/itsmc-overview/itsm-action-configuration-event.png)
 
-     * **Create individual work items for each Log Entry (Configuration item field is not filled. Can result in large number of work items.)**: If you select this option, a work item will be created for each row in the search results of the log search alert query. The description property in the payload of the work item will contain the row from the search results.
-      
-     * **Create individual work items for each Configuration Item**: If you select this option, every configuration item in every alert will create a new work item. Each configuration item can have more than one work item in the ITSM system. This option is the same as selecting the checkbox that appears after you select **Incident** as the work item type.
 1. As a part of the action definition, you can define predefined fields that will contain constant values as a part of the payload. According to the work item type, three options can be used as a part of the payload:
     * **None**: Use a regular payload to ServiceNow without any extra predefined fields and values.
     * **Use default fields**: Use a set of fields and values that will be sent automatically as a part of the payload to ServiceNow. Those fields aren't flexible, and the values are defined in ServiceNow lists.

articles/azure-monitor/alerts/itsmc-overview.md

@@ -38,7 +38,7 @@ Depending on your integration, start connecting to your ITSM with these steps:
 
     1. Connect to your ITSM. See [the ServiceNow connection instructions](./itsmc-connections-servicenow.md).
     1. (Optional) Set up the IP Ranges. In order to list the ITSM IP addresses to allow ITSM connections from partner ITSM tools, we recommend listing the whole public IP range of Azure region where their LogAnalytics workspace belongs. [See details here](https://www.microsoft.com/en-us/download/details.aspx?id=56519). For regions EUS/WEU/EUS2/WUS2/US South Central the customer can list ActionGroup network tag only.
-    1. [Configure your Azure ITSM Solution and create the ITSM connection](./itsmc-definition.md#add-it-service-management-connector).
+    1. [Configure your Azure ITSM Solution and create the ITSM connection](./itsmc-definition.md#install-it-service-management-connector).
     1. [Configure Action Group to leverage ITSM connector](./itsmc-definition.md#define-a-template).
 
 ## Next steps