Creating Incidents from Salesforce

[Ryan S]

Hi All,

Have a potential scenario where client wants to be able to create ServiceNow incidents from Salesforce, specifically for when they are running into Salesforce system issues. The idea would be to save the Salesforce user time by giving them a button that would capture a lot of the Salesforce session information (e.g. user role(s), screenshot, url, etc) and automatically put that into a ServiceNow incident. Is that something that can be done with the standard spoke/integration? Again, just being able to report salesforce system incidents, not anything related to CRM or other use cases. Thanks,

[Sandeep Rajput]

I couldn't find any spoke which does exactly this, however you can implement this incident creation mechanism by a POST API call to https://instance.service-now.com/api/now/v1/table/incident

You can also explore this post operation using the REST API explorer. It will help you with the steps to prepare a sample request and create an incident on the fly. You can use the same request model on Salesforce and automate the incident creation via the aforementioned REST API call.

Source: https://docs.servicenow.com/bundle/tokyo-application-development/page/integrate/inbound-rest/task/t_...

[Reagan Bailey]

The OOB Salesforce spoke allows for a straight forward configuration to connect the two systems.  Although there is no standard Integration Hub Subflow as part of the plugin to create ServiceNow incidents, you can modify the decision table to use a custom Subflow to achieve the incident creation.

• Product Documentation | ServiceNow
• Set up the Salesforce spoke (servicenow.com)

• Set up a bi-directional webhook (servicenow.com)

[Marwan_]

Hi @Ryan S ,

Out of the box using spoke, this is not possible. There are already some suggestions provided by other users.

However to make this really work the way you describe I can recommend a solution that would be perfect.

Exalate allows you to set any UI element to trigger a sync to ServiceNow and will capture anything that you have configured it to. Creates an incident in ServiceNow and place the information where needed.

Exalate is really very flexible.

Kind regards,