Integration between Zendesk and Servicenow how to get caller

stevecrocker
Kilo Expert

‎01-29-2018 06:03 AM

We have an integration in ServiceNow with Zendesk.   All fields are coming across just fine.   We need one last piece to complete the integration but puzzled.   Zendesk has ticket.requester.name which is the name of the person that submitted the ticket and we need to get that integrated into ServiceNow with the caller_id.   is it as easy as just putting the ticket.requester.name from Zendesk and having it go through the REST Api to caller_id?     Wondering because the caller_id is a reference call

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Ujjawal Vishnoi
Mega Sage

‎01-29-2018 06:21 AM

Hi Stephen,



You can use setDisplayValue() to resolve this.But in this case you should have unique requester name in sys_user. But generally we have full name common for 2 or more users. So you need a unique identifier for user to set. And then you can get the sys_id based on unique identifier.



Hope this helps.



Regards


Ujjawal


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Mathieu Lepoutr
Mega Guru

‎07-26-2023 02:58 AM

Hi Stevecrocker

 

Its my understanding you need to find or create a corresponding caller record in ServiceNow and then set the reference accordingly. Here's how you can do it:

  1. Query or Create Caller Record: When a ticket is created or updated in Zendesk, you will receive the ticket data in ServiceNow through the integration. Extract the ticket.requester.name from Zendesk data. Use this name to query the existing callers in ServiceNow to check if a corresponding record already exists. If found, you can get the sys_id of the caller record.

  2. Create New Caller (if not found): If the caller record does not exist in ServiceNow, you will need to create a new caller record with the ticket.requester.name from Zendesk. Once the new caller record is created, you can get its sys_id.

  3. Update Caller Reference: With the sys_id of either the existing or newly created caller record, update the caller_id field in the ServiceNow incident (ticket) with this sys_id. This action will establish the reference between the ticket and the caller.

  4. Error Handling: Implement proper error handling to deal with scenarios where the caller record might not be found in ServiceNow or if there are any issues with the REST API calls.

Overall, the process involves querying and creating caller records in ServiceNow based on the Zendesk ticket requester name, and then setting the caller_id in the corresponding incident record.

 

Its my understanding that Exalate would be perfect for a use-case like this. I have been using it for quite a while and it instantly jumped in my thoughts reading this post. It is an integration solution that works super fast in my opinion. Hope to have helped you and have a great day!

 

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