interface servicenow with OTRS

[Prerana1]

Hello Guys,

I have a urjent requirement and details are as below.

This is the form view of OTRS ticketing system.

and we have attached the docs which contains the field values in OTRS that should be updated in the Snow.

as from the above snippet, they will send an email by filling certain fields( the values and fields are mentioned in excel) and how can we acheive this, Is it possible to achieve this using email integration(inbound actions) or do we need to integrate with OTRS so that through REST API we can pull the values from the OTRS to Snow.

this is bit urjent and any suggestion would be highly appreciated!!!

Thanks and Regards,

Prerana

[Prerana1]

hello guys,

any update on how to achieve this, it's bit urjent and any suggestions would be highly appreciated!!!.

Thanks,

Prerana

[Prerana1]

Hello Guys,

I need to make sure whether the integration is possible and if so what are the pre-requisites, do we need to confirm from our clients that OTRS will support the Rest or Soap api?

This is bit urjent and any suggestions are highly appreciated!!!

Thanks and Regards,

Prerana

[Ashutosh Munot1]

HI,

If they have REST integration then well and good use that integration as it is dynamic and easy to maintain.

If no then go for Email integration. But the email format should be static and should not change over the time. If it changes then your integration may break.

Thanks,
Ashutosh

[Prerana1]

Thanks Ashutosh, It was helpful for me.

Thanks,

Prerana