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)

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