My company has some remote offices for which we have contracts with 3rd party vendors for certain services. We are looking to in essence integrate the 2 different ITSM systems so that when they update their incident the email that is generated will update the incident in ServiceNow, likewise when we create an incident for the contracted company, it would update their system, and the "incident has been opened on your behalf" email from them would inject into the SN incident. Has anyone faced a similar situation and if so, how did you handle it?
