What is the best method to READ incident data from external tool realtime, regularly?

[Suggy]

There is an third party external ITSM tool for incident management where they create/update incidents.

ServiceNow needs to READ that data and keep it updated in the instance (Data should be synced real time/near real time like reading the data every 5 minutes).

ie.,

If 3rd party tool creates an incident, ServiceNow should READ that and create the same in ServiceNow.

If 3rd party tool updates that incident, ServiceNow should read those changes and update those changes in ServiceNow.

Note -  External tool WILL NOT do push or pull. ZERO outbound calls from that tool. EVERYTHING should be managed by ServiceNow only.

What is the best way to achieve this? like use Remote tables or import set or scripted rest api or anything else?

[Amit Gujarathi]

HI @Suggy ,
I trust you are doing great.

Here's a brief outline of the steps involved:

1. Create a Scripted REST API in ServiceNow: Develop a custom API that can receive incident data from the third-party tool. This API will handle incoming requests and process the data to create or update incidents in ServiceNow.

2. Configure Webhooks in the third-party tool: Set up webhooks in the third-party ITSM tool to trigger HTTP requests to ServiceNow's Scripted REST API whenever a new incident is created or an existing one is updated.

3. Implement Logic in the Scripted REST API: Inside the Scripted REST API, implement the logic to parse the incoming data from the third-party tool. If it's a new incident, create a corresponding record in the ServiceNow incident table. If it's an update to an existing incident, fetch the relevant incident in ServiceNow and update it with the new data.

4. Ensure Data Mapping and Field Validation: Make sure that the incident data received from the third-party tool is mapped correctly to the fields in the ServiceNow incident table. Also, perform any necessary data validation to ensure data integrity.

5. Handle Error and Exception Scenarios: Implement error handling mechanisms to deal with any issues that may arise during data synchronization. Log any errors encountered for troubleshooting purposes.

6. Test and Monitor: Thoroughly test the integration between the third-party tool and ServiceNow to ensure data is syncing accurately and in real-time. Monitor the integration regularly to identify and resolve any potential issues.

[Suggy]

HI @Amit Gujarathi  as I have mentioned in my post, third-party ITSM tool will not/cannot do anything. Everything should be managed by ServiceNow only. We (ServiceNow) team only should read the data frequently say every minute and update the same in ServiceNow.

[lucascaixeta]

You can create the integrations as @Amit Gujarathi  suggested and have a flow in flow designer that run at specific times and is responsible for creating / update your content. In addition to that you can use the data transformation with coalesce to make sure you do not duplicate the content import.

[Suggy]

@lucascaixeta @Amit Gujarathi I have mentioned that everything should be managed by ServiceNow. External tool CANNOT do any outbound calls. So webhooks and all is out of scope.