ServiceNow Otto integration overview

  • Release version: Australia
  • Updated July 1, 2025
  • 1 minute to read

    • The ServiceNow Otto integration sends outbound webhook events to the ServiceNow Otto listener when a Break-Fix case changes to a key state. This enables ServiceNow Otto to proactively notify store associates on their desktop messaging platform.

    Events are dispatched when a sn_rtl_stre_servcs_bf_case transitions to a trigger state and contact_type = moveworks. No event is sent if the opened_by user has no email address — a warning is logged and the call is skipped.

    Trigger conditions and events

    Transition Event Extra payload
    New (1) → Open (10) case_assigned —
    Any → Resolved (6) case_resolved Resolution code
    Any → Awaiting Info (18) case_awaiting_info Latest agent comment

    Failure behavior

    HTTP call failures are caught and logged. Case state is never affected by webhook delivery failures.

    Customer prerequisites (ServiceNow Otto side)

    Install these plugins from the ServiceNow Otto plugin marketplace. Without them, ServiceNow dispatches events but ServiceNow Otto does not act on them.

    Plugin Purpose
    Retail_Create_Breakfix_Case Case creation via ServiceNow Otto. Built on Moveworks.
    Retail_Get_Breakfix_Case_Details Case detail retrieval
    Retail_Update_Breakfix_Case_Details Case field updates
    Retail_Notify_Breakfix_Case_Lifecycle Handles assigned/resolved/awaiting-info events