High Level Overview
In TeamSupport we are focused on helping your organization provide the best Customer & Product support possible. If you are using ServiceNow to help manage your internal IT infrastructure, the integration between the two products makes it very simple for your teams to collaborate and improve overall efficiency.
How it works
Here is a simple diagram on how the ServiceNow integration works:
Additional details regarding the integration:
- Linking Tickets to Incidents:
- A single Incident in ServiceNow can be linked with multiple Tickets in TeamSupport.
- An Incident in ServiceNow cannot create a Ticket in TeamSupport.
- You may link a TeamSupport Ticket to a new or existing ServiceNow Incident.
- When successfully linked, a Ticket URL link will be placed in ServiceNow Incident, and the Incident Number will become a link on the TeamSupport Ticket Page.
- Initial “push” of Custom Mapped Fields: When a New Incident is created, Custom Mapped Fields are pushed from TeamSupport to ServiceNow. This step does not happen when a Ticket is linked to an existing ServiceNow Incident. Future updates made within TeamSupport to Custom Mapped Fields are NOT sent to ServiceNow.
- Incident updates “pushed” to Ticket: Any changes made to the State or any of the Custom Mapped Fields in a ServiceNow Incident will also be changed in the linked TeamSupport Ticket. This means any values in TeamSupport values will be overwritten by the updated values in ServiceNow.
- Actions and Comments/Work Items are kept in-sync:
- Comments created in the ServiceNow Incident will also be created in the linked TeamSupport Ticket as Public Actions. Work Notes created in Service Now will also be created in the linked TeamSupport Ticket as Private Actions. Updates to existing Comments and Work Notes will NOT be updated in TeamSupport Actions.
- Public Actions created in the TeamSupport Ticket will also be created in the linked ServiceNow Incident as Comments. Private Actions created in the TeamSupport Ticket will also be created in the linked ServiceNow Incident as Work Notes. Updates to existing Actions will NOT be updated in ServiceNow. You can push all TeamSupport Ticket Types and Action Types to ServiceNow, or only one as defined in the integration.
For this integration, we utilize a WebHook, which is a simple event-notification via HTTP POST. ServiceNow will POST a message to a URL when an incident that is linked to a ticket is updated. This allows for real-time updates to your TeamSupport account.
Log into TeamSupport with an account that has Administrator rights and go to Admin->Integration->ServiceNow. You should see a screen like this:
- TeamSupport WebHook: Click the “Generate” button to generate your WebHook URL. You will need to provide this URL to your ServiceNow account. View this help article and this one on what to do with this WebHook. This URL is read-only and must be copied exactly as it is displayed inside of your account, otherwise, the integration will not work correctly.
- Get Business Rule Links: The ServiceNow integration operates based on instructions designed to work with a given partner. You must copy our defined Business rules, then paste them into your ServiceNow Business rule setup. These scripts must be copied exactly as they are displayed inside of your account, otherwise, the integration will not work correctly. Additionally, when you create the Business Rules in ServiceNow, there is a name field that you must enter. The name entered is referenced within each business rule, so it must be typed in exactly as follows otherwise the integration will not work correctly:
TeamSupportIntegration. View this help article about the business rules, and where to paste it in your ServiceNow account.
- Host Name: Required. Enter your full ServiceNow Host Name.
- User Name: Required. Enter the ServiceNow username/email that will be used to create Incidents.
- Password/Confirm Password: Required. Enter the password for the ServiceNow account in the Password and Confirm Password fields.
- RITM Type To Sync Comments When Request: This setting allows you to define which Requested Item (RITM) you would like to be created from TeamSupport to SNOW.
- Actions Type to push to ServiceNow as Comments: Select the “All Types” option if all actions need to be sent to ServiceNow, otherwise, select an Action Type from the list.
- Update TeamSupport Tickets Statuses: If you need to update the TeamSupport Ticket Status whenever the ServiceNow State is updated, check this option. It is important to verify that the different ServiceNow States are also listed in as a TeamSupport Ticket Status, or are mapped accordingly in the Custom Mapping below.
- Exclude the following: A multi-selection box will appear if the “Update TeamSupport Ticket Statuses” box is checked. You may select all Statuses which do not map to ServiceNow.
- Use All Ticket Types: If you would like to allow all Ticket Types to be synced with ServiceNow, leave “All Ticket Types” checked. If you would like to limit the Ticket Types, uncheck this box and select only the Ticket Types that you would like to be allowed to sync with ServiceNow. The ServiceNow box will only show up on tickets that have the selected Ticket Types.
- Synchronization Active: Sets the synchronization to active.
- Save: Click the save button to save your changes.
- Custom Field Mappings (Optional): After you mark your synchronization as “Active”, your Custom Field Mappings will appear to the right of your other settings. These will allow you to map additional Ticket fields other than the defaults listed above including Custom Fields. There is additional information about Custom Field Mappings below.
Default Field Mapping
Below is the list of fields that are mapped between TeamSupport and ServiceNow.
|Ticket Number||Incident Number|
|Private Action||Work Note|
Additional Field Mappings (Optional)
After you mark your Synchronization as “Active”, your Custom Field Mappings will appear to the right of your other settings. These will allow you to map additional Ticket fields other than the defaults listed above including Custom Fields.
- ServiceNow Field: Enter the name for your ServiceNow Field.
- TeamSupport Ticket Field: Select the corresponding TeamSupport Ticket Field from the list. This list includes Custom Ticket Fields.
- Add Mapping Button: Click this button to add the mapping and the mappings will display below. The mapping can be deleted at any time by clicking the “x” to the right of the mapping as displayed in the image above.
- Is Variable?: Check this box if the ServiceNow field that is being mapped is a variable field.
Linking Tickets and Incidents from the Ticket Window
Once the integration page is set up as described above, a ServiceNow link section will become available on the right-hand side of an existing Ticket. This option is not available on a new Ticket.
You may change the positioning on the ticket page by visiting the Ticket Page Order menu.
Creating a New Incident Number
Clicking the “New Incident Number” button will add the ticket to the queue to sync and the Incident Number will display “Pending…”. When this process is complete, the box will change from “Pending…” to the Incident Number with a link. Default and Custom Mapped field values will be used on the Incident.
Linking an Existing ServiceNow Incident
Clicking in the “Existing Incident” button will allow you to enter the Incident Number to sync with:
Enter the number and click on the Save button. The Incident will be displayed in black font without a link to ServiceNow. Once the sync has taken place a new remote link will be added to the synced ServiceNow Incident. Additionally, the TeamSupport ticket will contain a link to the ServiceNow Incident.
Removing a Ticket sync to ServiceNow
You may click the “x” at any time next to the sync in order to remove the link to ServiceNow.
All updates should occur within 15 seconds. You may need to refresh your window in order to see updates on demand.
If you do not see the expected updates, see the Logging and Troubleshooting section.
Logging and Troubleshooting
If your tickets are not syncing, you may look for errors in the “CRM Sync Errors” report which can be found in the Reporting Section. Additionally, logging reports can be found in the CRM Sync Logs report.
Additionally, ServiceNow errors may be logged in the Ticket History. Ticket History can be found on the Ticket Detail Page by clicking More -> Ticket History. However, errors will only be reported in the Ticket History if they are specific to the ticket. For example, if the ticket sync has failed due to an authentication issue, these errors can be found in the “CRM Sync Errors” report as described above.
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