Hi all,
We have an interface between our ServiceNow instance and Porsche’s BMC Remedy system, and I need some help understanding the best way to handle value translation between the two systems.
Here’s our scenario:
In ServiceNow, we already have standardized field values for fields like priority, category, state, etc.
Porsche’s BMC Remedy system, however, uses different values for those same fields.
When we receive Ticket or Template data from BMC Remedy through the interface, the field values don’t match ServiceNow’s internal values.
We’ve received an Excel sheet from Porsche that contains all the current BMC Remedy ticket templates and their corresponding values.
Our requirement is:
The values in ServiceNow should remain unchanged, but when we import the templates (or when ticket data comes in via the interface), those BMC values should be translated/mapped to ServiceNow’s equivalent values.
For example:
Field BMC Remedy Value ServiceNow Value
| Priority | High | 1 - Critical |
| Status | Assigned | Work in Progress |
| Category | IT Incident | Infrastructure |
