ServiceNow ITSM

overview this integration is designed for shi customers that use servicenow itsm for their internal support and wish to offload a portion of that support to shi, but who do not want to alter the existing processes by which their users access support services once the integration is configured incidents that originate in servicenow are synced in near real time to the shi managed service platform, where they will be handled by shi staff the customer can control which incidents are routed to shi and which incidents continue to be handled internally a bi directional sync between the shi managed service platform and servicenow ensures that as the request is handled the originating user is kept in the loop getting started prerequisites you are already using servicenow itsm as part of your support processes you have a contract with shi that includes support (e g , shi complete, shi expert support) you are willing to grant shi write access to the following servicenow apis table api (for incidents) attachment api servicenow overview servicenow information technology service management (itsm) is a set of workflows and tools for developing, delivering, and managing it services itsm is used to handle incidents, service requests, problems, and changes – all of which are typically linked through an itsm platform such as servicenow pricing pricing for servicenow itsm itself varies wildly depending on a host of factors related to the customer’s environment, but for customers that have servicenow itsm there is no additional servicenow cost to access the apis needed to implement this integration pricing for this integration from shi depends on the customization required pricing is based on an initial configuration fee and an ongoing support fee references servicenow table api https //docs servicenow\ com/bundle/xanadu api reference/page/integrate/inbound rest/concept/c tableapi html https //docs servicenow\ com/bundle/xanadu api reference/page/integrate/inbound rest/concept/c tableapi html attachment api https //docs servicenow\ com/bundle/xanadu api reference/page/integrate/inbound rest/concept/c attachmentapi html https //docs servicenow\ com/bundle/xanadu api reference/page/integrate/inbound rest/concept/c attachmentapi html shi one integration what's included the following fields are part of a two way sync between servicenow and the shi managed service platform (changes in either system will be reflected in the other system) priority (updated in servicenow via impact and urgency) state/status close code close notes short description/title description comments work notes the following fields are synced from servicenow to the shi managed service platform, but not back sys id incident number caller id email contact name (if supplied) contact number (if supplied) opened by name (if supplied) opened by email (if supplied) opened by number (if supplied) in addition, the following servicenow fields may be used when the shi managed service platform ticket is initially created category subcategory changes in servicenow are sent to shi in near real time (typically <15 seconds) changes on the shi side are reflected in servicenow within 5 minutes if you already collect customer survey data for requests in servicenow, shi asks that you share that data with us for tickets that we handle if you don't already collect customer survey data, shi will collect it directly and share it with you prerequisites to set up the integration, shi needs the list of possible values/labels for several dropdown fields in servicenow including this information with the initial request will expedite the configuration process those fields are priority impact urgency state close code category subcategory enable shi one integration ask your shi technical account manager or service delivery manager to initiate the integration process they will need to go into shi one and navigate to support > new request > service request > help with shi one for category select system access for subject, write “new servicenow integration” for description, include required name of the account ax number for the account name of the contract with which requests should be associated name and email address of the technical contact for servicenow at the customer optional values/labels for the following fields in servicenow priority impact urgency state close code category subcategory do not include account or credential information for shi to use with servicenow in the initial request; that information will be obtained from the technical contact via a secure mechanism as part of the setup process click submit a member of the shi one development team will keep you updated on progress during the integration implementation customer implementation before the integration can go live, you will need to modify your servicenow environment to send data for selected incidents to shi when the incident is created or updated previous customers have done this using the outbound rest message functionality in servicenow documentation outbound rest messages https //developer servicenow\ com/dev do#!/learn/learning plans/xanadu/servicenow application developer/app store learnv2 rest xanadu outbound rest messages documentation scripting outbound rest messages https //developer servicenow\ com/dev do#!/reference/api/xanadu/server/c restmessagev2api send attachments to shi when they are added to a synchronized incident detailed technical documentation that explains how to call the shi api will be provided to your technical contact once the new servicenow integration request is submitted