Integrate servicenow with OTRS

[Prerana1]

hello guys,

We have urjent requirement from the client i.e they are asking me whether it is possible to integrate servicenow with OTRS(https://en.wikipedia.org/wiki/OTRS), i am not at all aware of integration 

any suggestion would be highly appreciated!!!

Thanks and Regards,

Prerana

[Geetanjali Khy2]

Hi Prerana,

Please go through below link, it may help you.

https://blog.otrs.com/2017/08/16/snowconnector/

Kindly mark the answer as Correct and Helpful if this answers your question.

Thank You.

Regards,

Geetanjali Khyale

[PSSnow84]

Hai prerana,

Hope you achieved this requirement long time ago,

If yes can you please share a little info on how you intgrted and process 

And i need to know generally in companies how the requieremnts will be and how much time do we get to fulfill those ? Your info would really help me

Thanks&Regards.

[Prerana1]

Hello,

We did not achieve this via the web services as our clients were using the old version of Zendesk which did not support web services, we went through email integration for incident creation in snow and when ever the incident is updated in snow we were sending the notification to the otrs system.

1)Zendesk will send an email to the servicenow system

2)We created the inbound actions to process the incoming mail

if (email.origemail.indexOf("de.ticket@company.com") > -1) {
var body = email.body_text;
// gs.log('body:' + body);
var body1 = body.slice(0, body.indexOf('Bitte denken Sie an die Umwelt bevor Sie diese Email ausdrucken.'));
// gs.log('body1:' + body1);
var sub = email.subject;        // they decided to include their created ticket number in the subject so that in all our notification we will include this ticket number which will be easy for them to auto update the ticket from the notification received.

var sub1 = sub.split('[')[1];

var sub2 = sub1.split(']')[0];
var gr = new GlideRecord('sys_user');
gr.addQuery('sys_domain', 'domain sysid'); // Domain ID- if it is a MSP instance
gr.addQuery('email', email.origemail);
gr.query();
if (gr.next()) {
var sid = gr.sys_id;
current.u_customer = sid;
current.opened_by = sid;
//current.description = body2;
current.sys_domain = '88888881efa219dbf6be00ced03';
current.company = '1bef2619dbf6be00c749af961990'; //  Domain ID
current.short_description = email.subject;
current.u_type = "incident";
// current.category = 'Configure';
// current.subcategory = 'Application';
current.incident_state = '0';
current.contact_type = 'email';
current.u_customer_reported = gs.nowDateTime();
current.assignment_group = "cdb2462adb511810bf8618df4b96192f";
current.description = body1;
current.u_nimsoft_probe = sub2;
if (email.body_text.toLowerCase().indexOf('high') >= 0 || email.body_text.toLowerCase().indexOf('critical') >= 0 || email.body_text.toLowerCase().indexOf('urgent') >= 0 || email.body_text.toLowerCase().indexOf('important') >= 0) {
current.impact = 2;
current.urgency = 2;
} else {
current.impact = 4;
current.urgency = 4;
}

// current.assignment_group = "";

current.insert();
}

// current.assignment_group = "";

}

when ever our ticket gets updated we would trigger the notification to otrs system.

This was our only option to go with email integration

[PSSnow84]

Hai prerana,

thank you so much for your response,

congrts!Anyhow u guys achieved this requirement

The scripting part looks cool n a bit challenging.

All that scripting part you have done by yourself ?

Will there be any help / sample scripts on internet as per our requirements ? Or we have to be very strong in javascript,apis, and coding and code every line by our own ?

Actually am from non-it background that's why am worried a little bit regarding coding part . 

Thanks.