How to display ticket on agent screen

[ID NOBLE]

Hi all,

Please is it possible to make either an existing ticket details or newly created ticket details populate/display on Agent screen? E.g. Whenever we are getting data from another system, can we populate the data in a new form on the Agent screen? If this is possible, how can we achieve this please?

Thank you.

[Mike_R]

Can you clarify what you mean?

It's not clear what you mean by "ticket details populate/display on Agent screen".

Are you just asking how we can feed data from another system into ServiceNow to create a ticket?

[ID NOBLE]

Hi @Mike_R ,

Thank you for your response. So, YES. Whenever we receive data from another system into ServiceNow, how can we create a new ticket with those data? Secondly, in the case of existing tickets, how can we bring them in from another system and make Agent work on them please?

[Mike_R]

Have the third party application send an API request to ServiceNow to create/update a ticket.

More info on API can be found here

https://www.youtube.com/watch?v=i9YeiHiVzZ0

https://docs.servicenow.com/bundle/tokyo-application-development/page/integrate/inbound-rest/concept...

[ersureshbe]

Hi, If your integration is based on incident it should affect the ticket transaction (Create / update) in 'incident' table. If it reflects correctly it automatically display the incident in 'Agent WorkSpace'. 

Integration should always happen staging table not direct table API.