Two Instances, HR on one instance, ITSM on another instance, Create Incident from case

[shellypoeckes]

Hi All,

I have two instances: 1) ITSM on one instance 2) HRSD on another.  When on HRSD instance and agent is working on a case that is not really an HR Case,  I want to give the agent a UI Action ability to create an incident but create the incident in ITSM instance.  Has anybody done this before?  I have seen how to convert the Case to Incident but I do not want to create the incident on HRSD instance.  I want to create on ITSM instance

[Allen Andreas]

Hello,

This sounds like you may want to utilize the remote instance spoke. Once you connect the two instances and build out a sub flow on the local (HR) instance to pass specific information to your remote (ITSM) instance, you can call that flow in the UI Action, passing a few pieces for the sub flow to use an input. Obviously, this is all a bit more complex than just converting a case to an incident, but in an ideal world, you'd have both HR and ITSM in the same instance.

[Isaiah1]

Can I find out more about what is this remote instance spoke? I am also looking at the same thing, but not within a case. Rather to raise an IT case on a different instance in my HR journey which is on a different instance. 

[Allen Andreas]

Certainly!

https://docs.servicenow.com/bundle/washingtondc-integrate-applications/page/administer/integrationhu...