Cherwell

[hblair]

Has anyone integrated ServiceNow with Cherwell?   If so, do you have any recommendations?

Thanks

Hank

[marcguy]

Hi Hank, what's the use case? normally I imagine that it would be done via WEB Services

Web Services - ServiceNow Wiki

Normally we're replacing it not integrating you want to swap ticket data? CI Data? user data?

[hblair]

Information is a little sketchy right now as we are early in the discussion.

A customer of our is on Cherwell and wants to integrate our incident module with their Cherwell instance.

I am assuming at this time that it will be via a WEB service so they can view their incidents in our instance.

Thanks

Hank

[marcguy]

Sure, sounds like it should be a simple web service integration then, possibly 2 way if they want updates between the two.

on the SN side, would normally be an extra field to store the cherwell unique ID/Number then use a BR to fire off a SOAP request to cherwell using that ID to identify the incident and send over relevant info.

inbound one of these 3 options:

http://wiki.servicenow.com/index.php?title=SOAP_Web_Service#Web_Service_Provider

outbound normally via this:

http://wiki.servicenow.com/index.php?title=Web_Service_Consumer_Plugin

[poyntzj]

we have "correlation_id" - not sure if that is OOB or created by our implementa4tion engineer

we use this for the 3rd party reference numbers and make these visible to our users

We also add a prefix of <company> :

Servicenow : INC123456

We established that a few 3rd parties we may need to talk to all use the same SaaS vendor, however, their reference numbers could clash.   This way is eliminates this problem.   Makes the BR easy to fire too.   If(correlation_id.indexOf('Servicenow') != -1)

Another vendor also has a sys_id internally too which is used on some updates instead of the ticket number the end users see - the other updates use the ticket number to add confusion !.   We added a u_3p_sys_id field for that