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SCSM-ServiceNow Integration - Bidirectional

jansi rani krishnan 601 Reputation points
2021-05-25T12:39:26.947+00:00

Hi Team,

I am working on integrating SCSM with ServiceNow using Orchestrator Runbooks. This would be a bi-directional integration. SCSM will send the incident information to ServiceNow. Support Analyst at the ServiceNow end will work on the tickets and any updates done at the ServiceNow would be replicated to SCSM.

For the initial integration (SCSM to SNOW), I created a Runbook which has below 3 activities.

  1. Monitor Object (This gets trigger whenever a new incident gets created or updated)
  2. Run .Net Script (Converts the incident information into JSON format and make a web-service call to ServiceNow)
  3. Update Object (Update the response status from ServiceNow into the incident form)

I tested this Runbook and it is working as expected. Until now communication is happening only uni-directional.

In order to make the SCSM-ServiceNow integration bi-directional, Any update happened to the replicated incident at the SNOW end (By Support Analyst) should be in sync with SCSM. For this purpose, I am working on another Runbook which contains only two activities as below.

  1. Run .Net Script (Receives the updated information from SNOW and converts to the suitable format in order to update)
  2. Update Object (to update in the incident form)

Please suggest if my approach is correct for the second Runbook.

Any help is greatly appreciated!

Regards,
Jansi

System Center Orchestrator
System Center Orchestrator
A family of System Center products that provide an automation platform for orchestrating and integrating both Microsoft and non-Microsoft IT tools.
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  1. Stefan Horz 3,461 Reputation points
    2021-05-25T14:58:03.473+00:00

    Hi @jansi rani krishnan ,

    Kelverion offers an IP for ServiceNow: servicenow . In this IP there is an "Monitor Record" Activity.
    If you want to accomplish it with the "Run .Net Script" Activity. You must use somethinh like: "Monitor Date/Time" (every 2 mins) - > "Get the ServiceNow Records which match" (with "Run .Net Script") -> "Update the Record" (that it do not match in Activity before) -> Your stuff in SCSM ...

    Regards,
    Stefan

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  2. Stefan Horz 3,461 Reputation points
    2021-05-25T14:58:03.487+00:00

    Hi @jansi rani krishnan ,

    Kelverion offers an IP for ServiceNow: servicenow . In this IP there is an "Monitor Record" Activity.
    If you want to accomplish it with the "Run .Net Script" Activity. You must use somethinh like: "Monitor Date/Time" (every 2 mins) - > "Get the ServiceNow Records which match" (with "Run .Net Script") -> "Update the Record" (that it do not match in Activity before) -> Your stuff in SCSM ...

    Regards,
    Stefan