ServiceNow Integration Capabilities
Brief Overview
ServiceNow is a cloud-based company that provides software as a service (SaaS) for technical management support. The company specializes in IT, allowing users to manage projects, teams, and customer interactions via a variety of apps and plugins.
ServiceNow’s main product is the ticketing system that manages large-scale projects via on-suite ticketing tools, benchmarking to track progress and predictive modeling to manage workflows. IT professionals operating a service desk/help desk can use ServiceNow products to organize their help cases, problem management and instance management.
Use Cases
With the ServiceNow Integration enabled, you will be able to easily access ServiceNow tickets from inside of Workstation. You will be able to view tickets using the home page widget or search for tickets.
Let’s go over these use cases:
- Search for tickets according to ticket ID or by ticket name
- Search for KB articles according to text in their title \ description
- View and easily access your open tickets that are assigned to you. Tickets types are Incidents (INC) and Service Catalog Tasks (SCTASKS).
- Using the dropdown button, display open tickets that were requested by you. Tickets types are Incidents (INC) and Requested Items (RITM).
Detailed Capabilities
Search
The search will display two different entities:
- KB articles
The search results will display ServiceNow KB articles, according to phrases in the title / description.
Data that should be displayed in the search results:
|
Field name |
Entity |
Example |
| Title | Article | How to configure system guid? |
| Category | Article | Policies |
| Knowledge Base Name | Article | IT |
- Tickets
The search results will display ServiceNow’s tickets, according to matching ticket ID. There are two types of tickets – Incidents (prefix- INC) and Requested Items (prefix RITM).
Data that should be displayed in the search results:
|
Field name |
Entity |
Example |
| Ticket number | Ticket | INC0010009 \ RITM0010009 |
| Short description | Ticket | Please help me solve this issue |
| Requested date & time | Ticket | 2 weeks ago |
Home Screen Widget
Tickets that are assigned to the user, and are not status open. The widget displays 3 tickets maximum. The tickets are sorted by their creation date & time (oldest ticket on top).
Data to be displayed:
|
Field name |
Entity |
Example |
| Subject | Ticket | Permission to Lucidchart |
| Requested | Ticket | 2 weeks ago |
Dropdown button allows the user to change a setting between two states:
- Assigned to me – an “agent” view, tickets that were created by other users and are assigned to the user.
- Requested by me– an “end-user” view, tickets that were created by that user and are now being handled by other agents.
|
Dropdown State
|
Types of tasks to be displayed
|
|---|---|
| Assigned to me |
|
| Requested by me |
|
Page Layout – My Open Tickets (‘See All’)
Same as the widget, but in a separate tab, and without a limitation on the number of tickets displayed.
This also includes the dropdown button.
