Integration

[BharatiK]

Hi Team,

Requirement is: There is 3rd party Tool 'ABC'. They want to create a ticket in ServiceNow and once created ServiceNow should send the notification to 'ABC' tool.

What steps should be followed here?

Thanks.

[Dr Atul G- LNG]

Hi @BharatiK 

The requirements are simple, but the prerequisites are more extensive.

• Have you completed the integration? If not, here's what you need to do:

1. Obtain the endpoint URL.
2. Set up authentication.
3. Perform table-to-table mapping.
4. Do the field-to-field mapping.
5. Create an API, or check if there’s an existing spoke you can use.
6. Create an incident.

For notifications, make sure to set the email ID of the ABC tool so it can be activated. Not sure how much you've completed so far.

Here is my video to integrate with SN

https://youtu.be/xRqIr5YwAFs

[Kai Tingey]

Use a REST message? You can use the REST API Explorer to help you build it.

[FelixBriggs]

To integrate 'ABC' with ServiceNow, create an API in ServiceNow for ticket creation, configure 'ABC' to send requests to this API, and set up notifications to 'ABC' after ticket creation. This integration requires careful API setup and proper authentication handling.

[Vishal36]

Hi @BharatiK, 

Is ABC homegrown tool or like is on on-prem or cloud? as solution will be quite different it its on-prem.

Before you get into the solution, you might want to consider the below points:

• Is there a requirement for two-way sync (i.e., if ABC updates the issue, should ServiceNow also get the update)?
• Does the ticket need to appear in ServiceNow immediately, and what fields should be populated (e.g., category, priority)?
• Should only a notification be sent, or does ABC require comment synchronization as part of acknowledgement of ticket creation in ServiceNow?

Here, look at OpsHub[ A ServiceNow partner]. It will also allow to plugin homegrown tool or any tool from its 60+ connector portfolio for bidirectional sync, simple GUI, no technical cost. You can also look atServiceNow Integration sync for more information.

Hope this helps!