Introduction to the ServiceNow Cases SyncPack

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This section describes the "ServiceNow Cases" SyncPack, which lets you sync Skylar One events with ServiceNow cases. This SyncPack uses the ServiceNow Customer Service Management (CSM) module.

This SyncPack uses the "ScienceLogic Skylar One: Customer Service Management Integration certified application in ServiceNow and the latest "ServiceNow Base Pack" PowerPack in Skylar One.

Do not use the "ServiceNow Cases" SyncPack and the "ServiceNow Events" or the "ServiceNow Incidents" SyncPacks on the same PowerFlow system.

What Can I Do with this SyncPack?

The "ServiceNow Cases" SyncPack is the ScienceLogic integration with the ServiceNow Customer Service Management (CSM) module.

This SyncPack automatically logs, de-duplicates, correlates, updates, and appends ServiceNow incidents and cases, reducing the amount of time to resolve critical service issues. This SyncPack covers the entire incident and case life cycle, providing a bi-directional integration between Skylar One events and ServiceNow incidents and cases, while providing a granular view into both the event and the associated record in ServiceNow.

With this SyncPack, any changes (except for acknowledgments) made to a Skylar One event is sent to ServiceNow to update the corresponding case. Any status changes to the ServiceNow case are synced back to the corresponding Skylar One event.

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

For this SyncPack, you can configure a run book action policy to ensure that whenever Skylar One detects a new, acknowledged, or cleared event, a corresponding case is created or updated in ServiceNow. These automations are included in the latest "ServiceNow Base Pack" PowerPack. For more information, see Enabling the Run Book Automation Policies.

Do not use the "ServiceNow Cases" SyncPack and the "ServiceNow Events" SyncPack on the same PowerFlow system. Also, do not use the Cases and Incident SyncPacks on the same PowerFlow system.

This SyncPack includes the following applications:

  • Create or Update ServiceNow Case from Skylar One Event. From a new or existing Skylar One Event, transforms Skylar One Event data into a new or existing ServiceNow Case and then posts the Event details to ServiceNow.
  • Resolve ServiceNow Case from Skylar One Event. Resolves a ServiceNow Case when a Skylar One Event is cleared.
  • Sync Case or Incident State from ServiceNow to Skylar One Event. Clears or updates Skylar One Events when the related ServiceNow Case or Incident is updated.

For more information, see Configuring Applications for the Cases SyncPack.

Contents of the SyncPack

This section lists the contents of the "ServiceNow Cases" SyncPack.

PowerFlow Applications

The following PowerFlow applications are included with the "ServiceNow Cases" SyncPack:

  • Create or Update ServiceNow Case from Skylar One Event. From a new or existing Skylar One Event, transforms Skylar One Event data into a new or existing ServiceNow Case and then posts the Event details to ServiceNow.
  • Resolve ServiceNow Case from Skylar One Event. Resolves a ServiceNow Case when a Skylar One Event is cleared.
  • Sync Case or Incident State from ServiceNow to Skylar One Event. Clears or updates Skylar One Events when the related ServiceNow Case or Incident is updated.

Steps

The following steps are included with the SyncPack:

  • Process Cases and Incidents

  • Transform ServiceNow Result Details to Skylar One Event Data

  • Process Event Data for Clear

  • Process Skylar One RBA for Incident of Case

  • Pull Tickets from ServiceNow

  • Post ServiceNow Ticket Details to Skylar One