Data Courier Configuration in Servicenow for Epic?

[Scott Jordheim]

Hello, was wondering if anybody else is tracking Epic Data Courier work in ServiceNow. If you are, would you mind sharing how you are doing it? Right now, we are tracking this via catalog item / workflows, but are looking to improve upon the existing process if we can.

There are situations where we may need to start a data courier request from an incident in addition to a normal request process.

[Brian Nuernberg]

Yes, we automatically run a weekly report that gets sent to ServiceNow, using the GRC module, we parse that report and match up moves to change record numbers.  It flags moves that have an invalid change number and also moves that were moved outside of change windows.  

[Bryan Southard]

Hi Brian --

We're just beginning our journey with Epic.  Our prod environment just stood up last week and we are going live with our first region in October.  One of the concerns that's been voiced by our epic team is that they are having to double document (once on the CM ticket and once in ServiceNow).  How did you all handle this issue?

[Brian Nuernberg]

Bryan, we actually built an integration that pulls in all content management tickets into ServiceNow.  Those are then linked to our change records avoiding the double documentation. Our team gave a presentation at this years knowledge regarding how we did it.  

https://events.servicenow.com/widget/servicenow/knowledge2021/library/session/1611675468456001jRTs

[Bryan Southard]

This was perfect!  Thank you so much!

[Matt Hernandez]

Hello Brian, do you happen to have a video link or any similar details to help find it? It doesnt seem to be available anymore and K22 did not have a similar session that I can find.

Thanks.