The HP Workforce Experience Platform (WXP) Incident Management application connects workforce experience intelligence directly with ServiceNow Incident Management.
The application enables organizations to automatically create and synchronize ServiceNow Incidents from WXP device-level and fleet-level alerts without requiring ServiceNow Event Management licenses or ServiceNow-side alert correlation logic. WXP evaluates alerts, applies routing rules, and sends enriched Incident payloads directly to ServiceNow, reducing administrative complexity and accelerating service desk response.
Service desk teams receive Incidents pre-populated with alert context, device details, severity information, affected device counts, CMDB relationships, and direct links back to WXP. Administrators can control how alerts are escalated, routed, structured, and synchronized while maintaining ServiceNow as the operational system of record for Incident Management.
The application is designed for enterprise IT teams and managed service providers that use ServiceNow as their ITSM platform and want to operationalize workforce experience intelligence at scale.
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Create ServiceNow Incidents based on WXP Alerts for increased efficiency
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Supports WXP device-level and fleet-level alerts.
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Sends a standardized alert payload to ServiceNow.
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Create a new Incident or update a matching Incident.
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Returns the Incident identity to WXP for linked visibility.
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Uses a stable alert identifier to reduce duplicate Incident creation
HP Workforce Experience Platform (WXP) Incident Management enables organizations to automatically create and synchronize ServiceNow Incidents from WXP devices and fleet alerts. The application centralizes alert routing, field mapping, incident configuration, and lifecycle visibility within WXP while enriching ServiceNow Incidents with workforce experience context, device information, and CMDB associations.
What's New
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Automatic creation of ServiceNow Incidents from WXP device-level and fleet-level alerts.
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No ServiceNow Event Management (ITOM) dependency.
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Configurable alert routing, assignment groups, categories, and field mappings managed by WXP.
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Flexible incident creation models, including single-incident and one-incident-per-device options.
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Rich incident context including alert details, severity, affected devices, and deep links back to WXP.
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Automatic CMDB association using device information when matching configuration items are available.
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Bidirectional synchronization of incident status between ServiceNow and WXP.
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Duplicate prevention through alert correlation and safe incident updates.
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Guided onboarding and integration setup for faster deployment and configuration.
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