Is it possible to make update in Oracle based on data from Service Now Tickets

[SonnyY]

Can this use case be achieved by Service Now? If so, by what Service Now components and how, at a high level. Please let me know if you need further info. 

use case at high level: 

1. customers send in emails with data (ie: meter readings, customer name, email address, etc)

2. Service Now picks those emails up and creates Incidents

3. Service Now accesses Oracle and finds the customer name and updates meter readings

4. Service Now closes the Incidents once step 3 is completed. 

[Dr Atul G- LNG]

Yes, you need to configure the inbound actions.

[Tanushree Maiti]

Hi @SonnyY ,

I can see two phase setps.

1 & 2 can be performed by configuring ServiceNow Inbound Email Actions to process emails from Oracle. This approach is ideal for systems like Oracle that can send standard email notifications. 

Servicenow will create incident using email information.

For 3 :

Using Rest message  http POST/PUT method, send the payload to Oracle using BR ( base on specific condition), 

refer: https://docs.oracle.com/en/cloud/paas/integration-cloud/int-get-started/manage-servicenow-incidents....

For 4. , What response ( Successful one like 200 or 201 etc), you will receive in Step 3

           using same BR close Incident.