Incident —> Cases Salesforce Integration
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07-28-2023 03:40 PM
Hello gurus! In preparation for a Salesforce integration with ServiceNow utilizing the Spoke and Flow Designer, does anyone have any examples of their flow design when it comes to Cases and Incidents?
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10-30-2023 01:37 AM
Hi DP10,
For Cases and Incidents bertween SNOW and SF, spoke and flow designer is indeed a good tool to use, but it lacks the decentralized aspect that Exalate has, this is a 3th party tool where you can granuarly decide what you want to send over and what not.
It specializes in this integration and will help you out massively in my opinion.
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10-30-2023 02:44 AM - edited 10-30-2023 02:45 AM
This totally depends upon what your business requires.
It can be two ways:
Unidirectional-1: Incident created in Servicenow will send the data to Salesforce (to create the Case in Salesforce)
Unidirectional-2: Cases will be created in Salesforce and you can have a scheduled job at a particular time interval so that you can fetch the Cases and get those created/updated in your Servicenow Incidents.
Bi-directional: Whenever an Incident is created in Servicenow, we can send over the details to Salesforce using Flow Designer. It is necessary to select the appropriate "Flow Action" in this case. (Ideally, it should be something similar to Create/Update Case in Salesforce).
In the same way, the Cases will be created in Salesforce and we can have a scheduled which fetches the Cases at a particular time interval and get those updated in the Incident.
Let me know if this helps you and if you need any further help.
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10-30-2023 04:25 AM
@DP10 Let me know if you my concept helped you in any way. This should be your ideal approach when you are trying to set up the Servicenow-Salesforce Integration with the help of REST/Spoke(Flow Designer).
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11-28-2023 01:57 AM
Hi
You can indeed use the REST/ Spoke approach, but I wonder why you would invest so much time and resource in this?
Why don't you let a decentralized integration solution do the trick? For example Exalate.
It will do this entirely for you, and I am sure you will enjoy the decentralize architecture!
