Creating ServiceNow incidents from BMC Helix ITSM incidents
This use case describes how administrators can synchronize incidents between ITSM and ServiceNow by using BMC Helix iPaaS. With this integration, your agents can easily track the ITSM incidents in ServiceNow, without switching between applications.
Scenario
In Apex Global, Allen is a service desk agent. The company uses ITSM and ServiceNow for their ticket management capabilities. Because of outsourced services from a vendor, and mergers with other companies, Allen wants to broker ITSM incidents to ServiceNow so that when he is using ServiceNow, he can easily track the ITSM incidents and work on them.
To help Allen, as an administrator, you implement the Sync ITSM to ServiceNow Incident integration project in your environment to create a ServiceNow incident when an ITSM incident is created.
Workflow
Product | User | Action |
|---|---|---|
BMC Helix iPaaS | Developer | Download, import, and update the integration template. |
BMC Helix iPaaS | Developer | Review and update out of the box field mappings. |
BMC Helix iPaaS | Developer | Deploy and enable the project. |
Mid Tier | Administrator | Update default trigger conditions to broker ServiceNow incidents to BMC Helix ITSM. |
BMC Helix iPaaS | Developer | Map custom fields from BMC Helix ITSM to ServiceNow. |
Results
The following image shows the flow of events after you implement the integration:
Benefits
- Agents can track and work on ITSM incidents in ServiceNow, without having to switch between applications.
- Data updates in the ITSM incidents are synchronized with the ServiceNow incidents.