External systems submitting a case request

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of External systems submitting a case request

    ServiceNow Financial Services Operations (FSO) enables external systems—such as online/mobile banking apps, core banking systems, or other CRM tools—to create customer case records by making REST API calls. This capability allows seamless integration of case submission workflows into existing financial service applications, improving efficiency and customer service responsiveness.

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    Key Features

    • Supports REST API POST requests to create cases in the Loan Service Case table (snbomloanservice).
    • Allows external systems to submit key fields including consumer ID, financial account, category, short description, and notes.
    • Utilizes the ServiceNow Table API endpoint (/now/table/{tableName}) to write case data directly into FSO.
    • Example JavaScript code demonstrates how to construct and send a POST request with necessary headers and JSON payload.
    • Fields that can be written exclude system-generated read-only fields (those starting with sys).

    Practical Application for ServiceNow Customers

    By leveraging this API integration, ServiceNow customers can enable their external financial or CRM systems to directly submit loan service case requests into the ServiceNow FSO platform. This reduces manual data entry, ensures data consistency, and accelerates case handling.

    Customers should configure their external applications to collect required case fields and call the Table API’s POST method with appropriate authentication and JSON-formatted data targeting the snbomloanservice table.

    The example code outlines the minimum data structure for the request body, including consumer system ID, product and service references, assignment group, contact type, and a short description. Adjust these fields as needed to match your organizational data model and workflows.

    Expected Outcomes

    • Automated case creation in FSO from external systems.
    • Consistent and accurate capture of loan service case details.
    • Streamlined communication channels between banking applications and ServiceNow case management.
    • Improved operational efficiency and faster case resolution.

    This use case illustrates how the ServiceNow Financial Services Operations (FSO) product can receive case requests from an external system, such as online or mobile banking application, core banking systems, or other CRM tools.

    Any system that can handle making REST API calls can implement this scenario to create customer cases in FSO. In this scenario, the fields consumer, financial account, category, short description, and notes are sent from the external system.

    The table that is accessed in this scenario is the Loan Service Case [sn_bom_loan_service].

    The following diagram shows the flow of the REST API calls for this scenario and provides brief remarks on the processing.

    1. In the bank application, define the information necessary to create the loan case record, and then call the POST /now/table/{table_Name} REST endpoint on your ServiceNow instance.
    2. The Table API attempts to write the posted information to the Loan Service Case [sn_bom_loan_service] table.
    3. The Table API returns the results of the POST request.

    Example code

    The follow is a JavaScript example that generates the necessary REST API call information and then sends the POST request to your ServiceNow instance. 
    // Construct the REST call to POST the creation of the loan service case on the ServiceNow instance
// 
function createRecord(tableName, requestBody) {

  var client = new XMLHttpRequest();
  client.open('post', 'http://<instance.servicenow.com>/api/now/tableName);
  client.setRequestHeader('Accept', 'application/json');
  client.setRequestHeader('Content-Type', 'application/json');

  client.onreadystatechange = function() {
    if (this.readyState == this.DONE) {
      console.log(this.status + this.response);
    }
  };

  client.send(JSON.stringify(requestBody)); // Send the POST request to the ServiceNow instance
}

// Create the requestBody object to send to the Table API to create the loan service case.
// This is the typical minimum data that should be passed. You can write to any of the record fields except those
// starting with 'sys_' - these are system generated read-only fields.

var tableName = ‘sn_bom_loan_service’;
var requestBody = {
  'consumer': '8938984kljhkhg34j5689903498u5',  // Sys_id of the associated consumer
  'sold_product': '9590349760hkjhi3450983405033', // Sys_id of the customer loan account. 
  'assignment_group': '5469813sae32135s5d55d5d6s6sdd',  // Sys_id of the group to assign the case to
  'contact_type': 'web',  // Communication method used by customer to contact agent
  'product': '54666s6s46s6d6e4116b1f3rgt',  // Sys_id of the product model of the asset associated to the case.
  'service_definition': '989300jfkh8403jf87uj3h9-03i984n4', // Sys_id of the definition of service associated with this account. 
  'short_description': 'Request for loan forgiveness' // Short description for the loan case
};

createRecord(tableName, requestBody);