SCSM Bi-directional Integration with ServiceNow

Question

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.

I could able to send incident information to ServiceNow and received a positive response from ServiceNow using Orchestrator Runbook and REST web service.

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

Answer 1

Hi @j jansiranikrishnan-1796 ansiranikrishnan-1796 ,

so far the approach looks good. I am just missing a "trigger" -> If something is updated in SNOW it triggers the Orchestrator Runbook.

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(If the reply was helpful please don't forget to upvote and/or accept as answer, thank you)

Regards
Andreas Baumgarten

Answer 2

Hi @jansi rani krishnan ,

we had this topic already:
https://learn.microsoft.com/en-us/answers/questions/368916/creating-runbooks.html

There are links with the different solutions in the thread.

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(If the reply was helpful please don't forget to upvote and/or accept as answer, thank you)

Regards
Andreas Baumgarten