Incidents and ServiceRequests not passing through to ServiceNow from third party through integration

[sharley]

Hi,

we have a third-party integration integrated with ServiceNow.

suddenly the incidents and service requests are not flowing to servicenow automatically but only when pushed to servicenow manually. (bi-directional integration with 2 reference fields. These reference fields are filled automatically only when the ticket is created on the third-party platform and moved to SNOW.)

Do you know how to troubleshoot this issue?

Thanks,

Sharley

[Ankur Bawiskar]

@sharley 

you need to check the endpoints and add logs to debug the issue

[sharley]

@Ankur Bawiskar 

I have checked the endpoints and the integration connection seems to be working fine. 

Only Incidents and Service Requests which are created in the third-party application is not found in ServiceNow automatically. Someone has to push them to SNOW manually.

[Ankur Bawiskar · Accepted solution]

@sharley 

that's correct. 3rd party needs to push them to ServiceNow.

That is not in our hand when it comes to ServiceNow.

inform the 3rd party to handle it

If my response helped please mark it correct and close the thread so that it benefits future readers.