SCSM integration with ServiceNow

Question

Hi Andreas,

I am working on a project integrating SCSM ticketing tool with ServiceNow. As part of this, we have below requirements.

1. Any new incident created in SCSM, for a specific group, should get replicated at ServiceNow
2. This ticket will be worked upon by ServiceNow team and any updates happened at ServiceNow, should get updated in SCSM. So, this is a bi-directional integration

I am plan to use System Center Orchestrator(SCORCH), to create Runbooks and make use of REST web services.

As part of the implementation, i have created a Runbook, which has three activities as follows.
a. Monitor object -> This will identify when a new ticket gets created or updated in SCSM
b. Run .Net Script -> This will execute a powershell code (which retrieves the newly created incident information make a web service call to ServiceNow)
c. Update object -> This will get the response from the ServiceNow and update in SCSM.

ServiceNow has shared the API documentation that required for this integration. Similarly they need the API details from SCSM end. Presently, I dont know how to provide the end point details and the request structure from SCSM, so that this can be consumed by ServiceNow.

Any help is highly appreciated.

Regards,
Jansi

Answer 1

Hi,

There is no API for Service Manager. It uses the SDK to communicate with other applications.

You could try to use the SCSM Powershell to obtain the related details.
https://learn.microsoft.com/en-us/system-center/scsm/sm-cmdlets?view=sc-sm-2019