Work with 3rd Party Support on a Case

[SEDatSAS]

The software we deliver and support is integrated with a number of different third party software products.  There are times when our agents need to open a support ticket with the third party provider via email and link it to a case with our customer. 

For example, we have an integration with Oracle. Our customer opens a case with our support. As we investigate, we determine we need to consult with Oracle support on the issue.  We want to open a ticket with Oracle support and have the communication for that ticket be linked to our customer case, but the communication with Oracle not be visible with the customer. 

In our previous case management tool we were able to 'get help' from another support provider via email and link all of that communication to the specific customer ticket. We are looking for a way to achieve the same business ideas with in ServiceNow. There are several 3rd party providers we work with all of whom have their own support/ticket solutions so we need to come up with a solution that will work with all of them and require no changes on their part.

Anyone have any ideas on how we can do this?

[Abhijit]

Hello ,

You can explore inbound email actions or create new flow designer which triggers from inbound email process email and update the case. You can also trigger various emails to 3rd party system from SeviceNow by configuring notifications for your cases.

Other way to explore is to create REST API bi directional integration with other products

[SEDatSAS]

Thanks to the responses. I think we have a plan forward.  We are going to leverage the sn_customerservice_task (case task) table by enabling it for email and have it use a unique email address. Then agents can open a task for and send email from the task to the other support system. Then have an inbound email flow for that email that associates the replies to the task. That will allow us isolate that communication from the customer.

[Ajay_Chavan]

Please try below:

Phase 1: Foundational Setup
Design Custom Table: Define essential fields to capture third-party ticket data

Integrate with Case Form: Add a related list to the customer case for seamless linkage

Establish Security Controls: Create basic ACLs to ensure secure access and data integrity

Phase 2: Email Integration
Configure Dedicated Email Channel: Set up a unique address for vendor communications

Set Up Email Actions: Enable inbound and outbound email flows for ticket exchange

Build Vendor-Specific Templates: Create reusable email formats tailored to each third party

Phase 3: Workflow Automation
Implement Business Rules: Automate ticket updates based on status or vendor replies

Create UI Actions: Simplify ticket creation directly from the customer case

Enable Notifications: Alert agents on key status changes for proactive follow-up

Example Workflow
Agent initiates a third-party ticket from a customer case

System sends structured email to Oracle support with ticket details

Oracle replies to the dedicated email address

System links the response to the correct third-party ticket

Agent updates the customer case with relevant information

[kaushal_snow · Accepted solution]

Hi @SEDatSAS ,

Please use dedicated vendor only communication via Emails...

Set up custom Inbound Email Actions for each vendor and manage outbound notifications to them separately:

Create vendor specific inbound actions that detect replies from Oracle (or other vendors) based on email address or subject keywords, and associate them automatically with the original customer case.....

Use custom script includes to parse vendor emails, mapping them correctly and keeping them in work notes or a separate vendor only comment thread hidden from customers....

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