Aim to pull tickets from the client’s system into ServiceNow

[mdshahvez11]

Hello Everyone,

We want to monitor the types of tickets being received in the client's ticketing system so that we can build workflows in ServiceNow based on those.

To achieve this, we’re exploring ways to connect ServiceNow with their system —
such as email-based inbound actions,
API listeners,
middleware,
or other event-driven mechanisms.

I’d like to understand what all options are available, how each works, and which would best suit our requirement.

[Periyasamy P]

ServiceNow supports verity of integration options to connect third-party system to ServiceNow. Please select option, based on your use case.

Supported integration interfaces

Integration with third-party applications and data sources

ServiceNow provided integrations

[Bhuvan]

@mdshahvez11 

Check this article for various options,

https://www.oneio.cloud/blog/servicenow-integrations

Check if you have out of box apps or Integration Hub connectors for the third-party system. If you do not have out of box options, you can define the connection, build custom actions and create the flow in Flow Designer.

Thanks,

Bhuvan

[Bhimashankar H]

Hey @mdshahvez11 ,

To monitor and process ticket in external clients system, there are many ways to connect servicenow.

1. Email-Based Inbound Actions

a.External system will send emails to servicenow, mentioning all the content in email and based on conditions like body, subject line servicenow will parse the content. 

b. In servicenow you need to insert, update existing ticket in mapped tables.

2. API Listeners

a. External system will send the data using REST methods to servicnow.

b. You need to give servicenow endpoint, then as standard HTTP methods it will do the CRUD operations on records.

c. Here it might be UniDirections(just data from external system) or bidirectional where servicenow will also send data to external system.

3. Middleware

a. Here you will insert middleware like integrationhub, dell boomi, mulesoft, etc. 

b. Middle ware will connect each other with connectors, translating data structures.

In most of teams will use API or middleware solutions as needs become more sophisticated and more structured. You can think of REST API's those are in real-time, any update/insert will reflect in servicenow, it can be bidirectional. 

Connect Servicenow with other ticketing tool ,

Integration Best Practice - Servicenow 

Thanks,
Bhimashankar H

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[kaushal_snow]

Hi @mdshahvez11 ,

Check for an existing IntegrationHub spoke for the client’s system in the ServiceNow Store, evaluate REST/SOAP API support..

Please go through the below documents:

https://www.servicenow.com/community/developer-articles/outbound-integrations-using-soap-rest-perfor...

https://astconsulting.in/service-now/servicenow-integration-external-systems?

https://www.servicenow.com/community/knowledge-forum/about-using-integration-hub-and-spokes/m-p/2175...