TOPdesk ITSM tool integration with ServiceNow

[Aravind Gopinat]

We have a requirement to integrate ServiceNow with TOPdesk ITSM tool using REST APIs (ebonding integration). Hence, we need to know about the feasibility on this integration from ServiceNow end and also any challenges, roadblocks for the same at ServiceNow end. Ebonding integration will be bi-directional and in scope for standard ITSM modules.

[Rajesh Chopade1]

hi @Aravind Gopinat 

Integrating ServiceNow with TOPdesk using REST APIs for bi-directional ebonding is feasible and is a common scenario for organizations looking to synchronize ITSM data across different platforms.

Following are feasible ways from ServiceNow end:

REST API - You can leverage ServiceNow’s REST API for integrating with TOPdesk. Ensure that you have appropriate API endpoints in TOPdesk for CRUD operations.

IntegrationHUB - ServiceNow’s IntegrationHub provides pre-built connectors and a platform for creating custom integrations. Although TOPdesk might not have a pre-built connector, you can build a custom connector using IntegrationHub.

Outbound REST message - You’ll define the REST message with appropriate methods (GET, POST, PUT, DELETE) and handle responses accordingly.

Inbound Web Service - Similarly, ServiceNow can expose inbound web services to receive data from TOPdesk. You’ll need to configure ServiceNow to handle incoming data from TOPdesk’s REST API.

Transform map - Transform Maps can help in mapping data between ServiceNow and TOPdesk. You might need to create custom scripts to handle data transformation based on your specific requirements.

Business rule & script include - Utilize ServiceNow’s business rules and Script Includes to manage data processing and integration logic.

No such blockers for this integration but you can consider following points:

Data Mapping - Aligning the data structures between ServiceNow and TOPdesk might be challenging. You need to map fields and handle differences in data formats. Custom transformation logic might be required to ensure data consistency.

Authentication - Ensure that both systems’ API authentication mechanisms (such as OAuth, Basic Auth, or API keys) are correctly configured. Securely handle and store credentials to prevent unauthorized access.

Error handling and Retries - Implement robust error handling and retry mechanisms to manage API failures or timeouts. Both ServiceNow and TOPdesk should be capable of handling transient errors gracefully.

Rate limits and performance - Be aware of any rate limits imposed by TOPdesk’s API. Ensure that the integration does not exceed these limits, and optimize performance to avoid bottlenecks.

I hope my answer helps you to start the integration if yes please mark my answer helpful and correct.

thank you

rajesh

[Aravind Gopinat]

Hi Rajesh,

Thanks a lot for your inputs. At our end we do follow the same feasible ways for ebonding integration as mentioned by you to synchronize ITSM data across different ITSM platforms. However, it helps a lot if we get some more inputs from any ServiceNow team/developers if they have worked on this ebonding integration in specific with TOPdesk ITSM platform.

Thanks,

Aravind