Servicenow Bridge for Incident

[mahima_chhajer]

Hi All,

I need to ask if we can use servicenow bridge for incident , and other task as well from the portal .
or its just request we  can send .

[Dr Atul G- LNG]

Hi @mahima_chhajer 

Could you please elaborate more, what is your use case?

may be helpful link:

https://docs.servicenow.com/bundle/tokyo-technology/page/product/tmt-service-bridge/concept/use-serv...

https://docs.servicenow.com/bundle/utah-technology/page/product/tmt-service-bridge/concept/service-b... 

[mahima_chhajer]

Hi Atul, 
As per my knowledge Service bridge is used for customers and providers connect and track service requests directly between their ServiceNow instances using service catalogs.

But I want to know if customer and providers can work on incident as well ?

In our environment we have some record producers through which incidents are creating , can this be also done .

[SrdanMatijevic]

Yes, this is exactly what we are using the Service Bridge for. You can sync all task-based tables. In our case, we have the incident table on the customer side and the case table on the provider side.

We are using the new Service Bridge version released in November 2023 so providers and customers don't have to be on the same ServiceNow version. Even better, the customer doesn't even have to have CSM and there are no licence implications for them. 

If you are already using the legacy Service Bridge version, you'll need to upgrade. You can find details here 

[Dr Atul G- LNG]

Hi @SrdanMatijevic 

Thanks for adding this in my knowledge. @mahima_chhajer  hope this clarify your question.