Integration between ServiceNow and External tool

[DevYadav]

I am working on an integration between ServiceNow (E-World CRM) and Helport (AI call transcription/coaching tool). I understand that this is a REST-based, bidirectional integration where ServiceNow sends outbound call events (ring, link, hangup) to Helport using a Scripted REST Message, and Helport pushes the final call summary back into ServiceNow via a Scripted REST API (or Table API). My questions are: is Scripted REST API the best practice for inbound instead of Import Set API, should I enforce uniqueness on callId for idempotency in the custom table, and are there any recommended patterns in ServiceNow for implementing retry/backoff on outbound REST calls? Also, if anyone has already worked on a similar Helport integration or has documentation/references, please share.

[Rafael Batistot]

Hi @DevYadav 

This article might help you 

Integrating External APIs with ServiceNow: Best Pr... - ServiceNow Community

[kaushal_snow]

Hi @DevYadav ,

I have not worked on this type of scenario completely, but worked on similar scenario...

Integrating ServiceNow with Helport (or any external AI call transcription/coaching tool) via REST APIs is a robust approach for bidirectional data exchange....

You can check below best practices:

1. Inbound Integration: Scripted REST API vs. Import Set API

For real time, record level integrations, Scripted REST APIs are generally preferred over the Import Set API. They offer more control over the request and response, allowing for custom logic and error handling. The Import Set API is better suited for batch processing and data transformation tasks. For instance, integrating external APIs with ServiceNow: Best Practices suggests using Scripted REST APIs for custom workflows and complex integrations....

2. Implementing Retry and Backoff Strategies for Outbound REST Calls

3. Authentication: Ensure secure communication between ServiceNow and Helport by implementing appropriate authentication mechanisms, such as OAuth 2.0 or API keys.

4. Error Handling: Implement comprehensive error handling to capture and log any issues during the integration process. This will aid in troubleshooting and maintaining data integrity.

5. Monitoring: Set up monitoring and alerting to track the health and performance of the integration, ensuring timely detection and resolution of any issues.....

Check these articles:

https://www.servicenow.com/community/itsm-articles/scripted-rest-api-in-servicenow-inbound-integrati...

https://www.servicenow.com/community/developer-forum/integrating-external-apis-with-servicenow-best-...

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