Creating Salesforce Cases from ServiceNow Incidents

It is possible to create Salesforce cases from ServiceNow incidents, using the ServiceNow Incident API and some Salesforce code.

Salesforce pulls incidents from ServiceNow into Salesforce

• Salesforce scheduled job
  
  • runs every 15 minutes
  • using Salesforce scripts
  • calls the IT ServiceNow Incident API
• Finds ServiceNow incidents where active = true, state = 5 (waiting on vendor) and assignment group = xxx
• Data returned to Salesforce in JSON array, parsed and creates a Salesforce Case (when new)

 

Business Process

 

• Incident is entered in ServiceNow, assigned to Assignment Group xxx
• Manual:  ServiceNow Incident status is manually changed to ‘waiting on vendor’ and a work note or customer-facing comment is added regarding new Salesforce case
• Automated:  Salesforce calls ServiceNow API and sees this incident and creates a Salesforce Case
• Automated:  ServiceNow API changes the status to ‘partner responded’
• Manual:  The case is worked in Salesforce
• Manual: Sometime later, in ServiceNow
  
  • a person manually resolves the ServiceNow incident
  • with a customer-facing note stating that the issue is being worked on the Salesforce incident # xxx,
  • and that resolving/closing the ServiceNow incident doesn’t mean that the issue is resolved
• Automated:  the resolved ServiceNow incident automatically closes 5 days later

 

Questions:  Send email to servicenow-support@berkeley.edu

 

Source file:  https://docs.google.com/presentation/d/1-_V6dBlYR0TMA9cm77XLqTMXT42bIjFATyRGqMubWaU