Transfer tickets between two ServiceNow instances

[Matt Lodge]

If a company uses ServiceNow as their own workflow tool but then also use a different instance of ServiceNow to manage workflow for another company, is it possible to transfer a ticket submitted on their own instance, into the instance for the other company?

[DirkRedeker]

Hi

The ServiceNow option for this is called "eBonding", but of course, you can go different (and more custom) paths.

You can integrate both systems by leveraging Web-Services (REST or SOAP-based).

One of the first questions to ask is, if there will be only ONE system CREATING Incidents, and the OTHER system will receive and also WORK on those records?

Will data be returned to the originating system, after being used in the second instance?

Is there a TWO-WAY Data Communication?

Can data be changed on BOTH Systems after initially created and copied over?

Which System "wins", if some records have been changed AFTER replication took place?

Which system is active and responsible for the data exchange (Instance A or Instance B)?
You can also set up a "3rd party" (instance), which reads from Instance A and writes to Instance B (and/or vice versa).

The more both systems will integrate, the more complex it will become (even for "just" copying over Incidents).

Make a good plan before you start off.

Let me know if that answers your question and mark my answer as correct and helpful.

BR

Dirk

[Matt Lodge]

Thanks Dirk. There is some really useful questions in your response that I need to go away and find answers to. It's great to know that it can be done though.

Regards

[DirkRedeker]

Hi

Thanks for your feedback.

But there is a good side after all these questions:

Once you have the answer, they will help you certainly with other integrations as well. This means, only the first steps for integrations are that steep 🙂

BR

Dirk

[Anish Reghu]

Just a question to everyone who has responded to the thread.

Isn't IDR (Instance Data replication) a better option here?

If yes, please follow this link to the Break Point by Chuck Tomasi to understand how this works. A great way to make two ServiceNow instances work. The Producer and the consumer way of doing it.

Or check the content on YouTube Breakpoint (Episode 82) when it is live.

[Elijah Aromola]

Potentially, but that is a paid plugin.