trigger points in integration

[sharley]

Hi,

The integration setup is done for incidents and service requests (extended table from Incidents). only 3rd party created tickets pass through integration to snow. but updating the tickets can be done on both sides. so this is a bi-directional integration. when the ticket is passed through to SNOW the tickets with get the state as "waiting for supplier" in the 3rd party tool. does anyone know where this trigger condition is setup? the conditions I mean here is, when to get passed through to snow and create an incident/service request in snow with those passed details. where will this be setup?

[Mathieu Lepoutr]

Hi Sharley, if you're using Import Sets to pull data into ServiceNow, the Transform Map defines how data from the third-party tool gets mapped to fields in ServiceNow. There might be scripted field mapping or "on complete" scripts that set specific values (like "waiting for supplier") during the import process.

May I please propose you Exalate, a decentralized integration solution. It's my understanding this will be perfect for this use-case!