ServiceNow Cases Synchronization PowerPack

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This section describes how to configure and use the ServiceNow Cases Synchronization PowerPack with the PowerFlow platform. The ServiceNow Cases Synchronization PowerPack provides a bi-directional integration between SL1 Events and ServiceNow Cases in the Customer Service Management (CSM) module. This Synchronization PowerPack syncs SL1 Events with ServiceNow Cases using bi-directional Case creation and status updates.

You should not use the ServiceNow Cases Synchronization PowerPack and the ServiceNow Events  Synchronization PowerPack on the same PowerFlow system. Also, do not use the Cases and Incident Synchronization PowerPacks on the same PowerFlow system.

With this Synchronization PowerPack, any changes (except for acknowledgments) made to an SL1 Event is sent to ServiceNow to update the corresponding Case. Any status changes to the ServiceNow Case are synced back to the corresponding SL1 Event.

You can also use this Synchronization PowerPack in conjunction with the ServiceNow Configuration Management Database (CMDB) Synchronization PowerPack to create cases with a linked ServiceNow Configuration Item (CI).

After the 2.1.0 platform release, the Integration Service was rebranded as SL1 PowerFlow, and the Automation Builder was rebranded as SL1 PowerFlow builder.