Bi-directional Integration between ServiceNow and A Third-party Ticketing Tool

[Avi15]

Hi Experts,

My requirement is to develop an integration between servicenow and a third-party ticketing tool so that an incident created in my servicenow instance, will create incident there on that third party tool as well.

How can I achieve the same? Please let me know your valuable inputs regarding the same.

P.S.: Later, it can be bi-directional as well so that incident information will be synchronized between the systems.

[Deepak Ingale1]

Yes, MID server which can access the third party API in customer network is required.

To initiate an integration using MID Server, please find below articles

https://docs.servicenow.com/bundle/london-application-development/page/integrate/outbound-rest/conce...

https://docs.servicenow.com/app_store/dev_portal/API_reference/RESTMessageV2/reference/r_RMV2-setMID...

https://hi.service-now.com/kb_view.do?sysparm_article=KB0716391

https://hi.service-now.com/kb_view.do?sysparm_article=KB0694711

Note: Please mark reply as CORRECT if it has answered your original question

[Dubz]

Probably worth having a look at the TM Forum TroubleTicket API specification. If you build you API to work to TMF standards then you should be able to reuse it for communication with other ticketing systems (not sure if that's relevant to you but standardisation is good :))

https://www.tmforum.org/resources/interface/tmf621-trouble-ticket-rest-api-specification-r14-5-0/

[Avi15]

Thanks so much everyone for your reply. I am able to create the Outbound Rest Message integration with the 3P and I created one BR, wrote one script and calling the Rest message from the BR so that every time one incident is created in ServiceNow, it will create there as well. It's perfectly working.

Next Step would be the Use Case like what if the 3P tool is down for some time / it's unable to communicate with that for some time; may be due to some Network issues etc. How to ensure that the tickets which were created meanwhile, will be created in 3P as well once the connection is restored?

Is there any way of achieving that? Please let me know.

My thinking is if I am able to store those records in one staging table and create a scheduler which will run in every 1 hour or so, it may assure that all the tickets will be created once the connection is restored.

Is that how it works?

[Deepak Ingale1]

Correct, your approach of creating a scheduled job and storing failure records in staging table should get you through

Note: Please mark reply as correct if it has answered your question