integrate servicenow with microsoft form

Apaul
Tera Contributor

3 weeks ago

I have a scenario. Whenever someone submit a Microsoft form, a case should be created in ServiceNow. Can anyone please guide me on how to do this? What procedure should I follow? We don't have integration hub subscription. 

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Ankith Sharma
Giga Guru

3 weeks ago

Hi @Apaul,

There are a few ways we can achieve this, even without IntegrationHub:

  • Power Automate + REST API
    Use Power Automate to trigger on Microsoft Form submission and make a POST call to ServiceNow Table API to create a Case.

  • Email integration
    Send the Form response as an email to ServiceNow. Inbound email actions can be used to create a Case. This is easy but field mapping is limited.

  • Azure / middleware
    Use Azure Logic App or Azure Function to send the Form data to ServiceNow using REST APIs. Helpful if Power Automate is restricted.

Power Automate with REST API is the most commonly used and recommended approach, but the above options also work based on your setup.

 

If you found this useful, feel free to mark it as Accept as Solution and Helpful. It makes my day (and helps others too 😉).

Regards,
- Ankit
LinkedIn: https://www.linkedin.com/in/sharmaankith/

AdityaH30338218
Kilo Sage

3 weeks ago

Hello @Apaul ,

 

I haven’t done this integration yet. When I started creating the Power Automate flow, it asked for a student or company Microsoft account, so I couldn’t proceed further. However, based on my understanding, I have documented the following steps. I am not completely sure whether this will work, if you want you can refer this.If its works let me know . 

1. Create Microsoft Form

  • Create a Microsoft Form

  • Add the required fields:

    • Name

    • Email

    • Issue Category

    • Description

    • Priority

  • Save the form

  • Note down the Form ID

2. Create Power Automate Flow

  • Go to Microsoft Power Automate

  • Create an Automated cloud flow

  • Select the trigger: When a new response is submitted (Microsoft Forms)

  • Select the created Microsoft Form

3. Get Response Details

  • Add the action Get response details

  • Select the same Microsoft Form

  • Map the Response ID from the trigger

4. Prepare ServiceNow for REST Call

  • Decide the target table:

    • CSM =>sn_customerservice_case

    • ITSM =>incident or case

  • Create an integration user (for example: msforms.integration)

  • Assign the required roles:

    • rest_api_explorer

    • sn_customerservice.case_writer (or itil for incident)

5. Add HTTP Action in Power Automate

  • Add the HTTP action

  • Set the method to POST

  • Use the following URI:

     
    https://<instance>.service-now.com/api/now/table/sn_customerservice_case

6. Configure Headers

  • Content-Type: application/json

  • Accept: application/json

7. Configure Authentication

  • Authentication type: Basic

  • Username: ServiceNow integration user

  • Password: Integration user password

8. Request Body (JSON)

  • Map Microsoft Form fields using dynamic content

 

 
{ "short_description": "New request from Microsoft Form", "description": "@{outputs('Get_response_details')?['body/description']}", "contact_email": "@{outputs('Get_response_details')?['body/email']}", "priority": "3", "category": "inquiry" }

9. Test the Flow

  • Save the flow

  • Submit the Microsoft Form

  • Check the Power Automate run status

  • Verify that a case or incident is created in ServiceNow

 

If this helps you then mark it as helpful and accept as solution.

Regards,

Aditya