Hi @B Ashok
To integrate two ServiceNow platforms—where one instance uses the Customer Service Management (CSM) module and the other uses IT Service Management (ITSM)—and automate the creation of a case in the CSM module when an incident is assigned to a specific group in the ITSM instance, follow these steps:
1. Set Up the Integration
(function executeRule(current, previous ) {
var r = new sn_ws.RESTMessageV2('Create CSM Case', 'Default POST');
r.setStringParameterNoEscape('short_description', current.short_description);
r.setStringParameterNoEscape('description', current.description);
r.setStringParameterNoEscape('incident_number', current.number);
var response = r.execute();
var responseBody = response.getBody();
var httpStatus = response.getStatusCode();
gs.info('Response from CSM: ' + responseBody);
gs.info('HTTP Status: ' + httpStatus);
})(current, previous);
Adjust the script to include any additional fields that need to be sent to the CSM instance.
4. Create an Inbound REST API to Receive Data (CSM Instance)
- Navigate to: System Web Services > Inbound > REST API Explorer.
- Create a New API:
- Resource Path:
/api/now/table/sn_customerservice_case.
- HTTP Method:
POST.
- Scripted API: You might create a scripted REST API if you need custom logic, or use the standard table API.
- Script to Handle Incoming Data: Ensure the incoming data is mapped to the correct fields in the case.
5. Test the Integration
- Create a test incident in the ITSM instance and assign it to the XYZ group.
- Verify that a case is automatically created in the CSM instance.
- Review the logs and debug any issues that arise.
6. Error Handling and Logging
- Add error handling in your scripts to log failures or unexpected responses.
- Ensure proper authentication is set up, and sensitive information is securely handled.
7. Monitoring and Maintenance
- Set up notifications or monitoring on both instances to ensure the integration works smoothly.
- Regularly review logs and adjust the integration as needed to handle new requirements or issues.
https://www.youtube.com/watch?v=pcuP6HP8QpA
https://www.servicenow.com/community/developer-articles/pre-requisite-necessary-to-perform-any-integ...
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Ravi Gaurav | ServiceNow MVP 2025,2024 | ServiceNow Practice Lead | Solution Architect
CGI
M.Tech in Data Science & AI
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