We are working on integrating New Relic with ServiceNow for auto create/closure of incident (not 2 way integration) through native integration provided in below document. Document did not mentioned any work need to be done on ServiceNow side so we are assuming everything will be controlled from New Relic side.
We have couple of questions
• How does assignment of Incident to its respective application support group work?
• What filed/attribute New Relic use to updated the incident so that it update the correct incident?
• If some change the priority of incident manually then how does update to the same incident happen