About ServiceNow
ServiceNow ITSM (Information Technology Service Management) is a powerful tool that streamlines and automates various IT services within organizations. It helps manage incidents, service requests, problems, changes, and more in one integrated platform, enhancing efficiency and productivity.
SIRP's integration with ServiceNow ITSM allows users to push Incident data from SIRP to ServiceNow without ever leaving the platform or manually copy pasting the data into ServiceNow.
Supported Actions
SIRP’s ServiceNow integration app allows you to execute the following actions:
S.no | Action | Description |
1 | Create Incident. | Create Incident on ServiceNow |
2 | Assign User to Incident | Assign Incident on ServiceNow |
3 | Close Incident | Close Incident on ServiceNow |
ServiceNow Integration with SIRP
Enable the Service Now app in SIRP
First, log in to SIRP, then go to Apps from the left navigation bar.
Locate the app named Service Now and enable the app by clicking on the toggle button under the Status Column.
Once you enable the App, click the configure option to add ServiceNow API configuration details:
CONFIGURATION NAME <Name of Configuration>
HOST <URL your ServiceNow instance>
USERNAME <Username of ServiceNow account>
PASSWORD <Password of ServiceNow account>
Click Save.
You should now be able to use Service Now actions within SIRP.
Integration in Action - Create Incident on ServiceNow
To push an Incident from SIRP to ServiceNow, open the desired Incident, click on the square lattice in the upper right corner of the Incident view, and then choose the Service Now app:
Service Now > Create Incident on ServiceNow
After clicking this action, an API call will be made to ServiceNow to push the Incident data to ServiceNow
To validate, Log in to your ServiceNow Instance https://*****.servicenow.com/.
The newly created ticket will appear in the "Incidents" list in ServiceNow
Integration in Action - Assign Ticket on ServiceNow
To Assign a Ticket to a specific User on Service Now, open the desired Incident on SIRP then click on the Artifacts tab. Click on Service Now ID > Service Now > Assign user to Incident.
Select the Service Now app Configuration and then select the User to assign this Incident/Ticket to on ServiceNow.
In this case, an API call is made to ServiceNow and the ticket is Assigned to the chosen user in Service Now.
The ticket on ServiceNow will be updated like this:
Integration in Action - Close Ticket on ServiceNow
To close a Ticket on ServiceNow, open your desired Incident on SIRP then go to the Artifacts tab. Click Service Now ID > Service Now > Close Incident on Service Now
Select the Service Now app Configuration
In this case an API call is made to ServiceNow to change the status of the ticket to Closed.
The closed ticket will appear in the "All Incidents" list in Service Now as follows:
