Integrating Two ServiceNow Instances (Incident Tasks with Cases)

[Mario Escalante]

Hello,

I am new to ServiceNow. Our company just implemented CSM to provide Customer Support. One of our customers is using ServiceNow as well and they have asked us to integrate both of our SNow Instances. Every time that they assign am Incident Task for us on their SNow instance, this will automatically create a Case on our Instance. Updates on both sides need to be synchronized as well.

I am new to ServiceNow and I was wondering what is the best available option to build this:
- Does ServiceNow has a tool to do this?
- Do we need to use REST for this?
- Do we need to use a 3rd party integration tool?

I will appreciate all information you can provide.

Thank you,
Mario

[Tony Chatfield1]

Hi, I think REST would be the best solution for you.

[Manoj Kumar16]

Please use Outbound Rest functionality of ServiceNow,

Step 1- do the mapping of fields your Case and their Incident forms

Step 2- Get the Client ID, Client Secret , service Account User ID and Password to configure the Oauth and create a service account at your end with rest_service role to give it to the other vendor

Step 3- Create the Outbound Rest Message- Insert/ Update and test

Step 4- Create a business rule and call the Outbound Rest message 

Please find the below URLs for your reference- 

https://docs.servicenow.com/bundle/orlando-application-development/page/integrate/outbound-rest/conc...

[Anil Shewale]

hi mario

1) yes ServiceNow has a tool to do this

 2) you can use the SOAP or REST API  

please refer above thread it is similar to your question

https://community.servicenow.com/community?id=community_question&sys_id=13ab07a1db9cdbc01dcaf3231f96...

Steps to Integrate two ServiceNow instances using REST :-

https://community.servicenow.com/community?id=community_question&sys_id=e471afdddb123f0014d6fb243996...

If it help mark helpful or correct  

Thanks and regards

Anil

[Subhojit Das · Accepted solution]

Hi,

You can refer below materials as well as the attachment for better understanding,

https://community.servicenow.com/community?id=community_question&sys_id=200a0369db5cdbc01dcaf3231f96...

refer below video

https://www.youtube.com/watch?v=nJntVpVYpqs

You can also refer the TechNow Episode-49 to get familiar with this topic.

https://www.youtube.com/watch?v=mIYYy6OewMU

If you find the resources useful please mark the content as Correct and Helpful.

Regards,

Subhojit Das