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Salesforce and ServiceNow incident integration

Using the IT ServiceNow Incident API

October 19, 2022

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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)

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Business Process

  1. Incident is entered in ServiceNow, assigned to Assignment Group xxx
  2. Manual: Status is manually changed to ‘waiting on vendor’ and a work note is added regarding new Salesforce case
  3. Automated: Salesforce calls ServiceNow API and sees this incident and creates a Salesforce Case
  4. Automated: API changes the status to ‘partner responded’
  5. Manual: The case is worked in Salesforce
  6. Manual: Sometime later, a person manually resolves the ServiceNow incident and it automatically closes 5 days later

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Questions?

IT/HR ServiceNow: servicenow-support@berkeley.edu