Introduction to the ServiceNow Cases SyncPack

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This section describes the "ServiceNow Cases" SyncPack, which lets you sync SL1 events with ServiceNow cases. This SyncPack uses the ServiceNow Customer Service Management (CSM) module.

This SyncPack uses the "ScienceLogic SL1: Customer Service Management Integration certified application in ServiceNow and the latest "ServiceNow Base Pack" PowerPack in SL1.

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 SL1 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 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 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 SL1 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 SL1 Event. From a new or existing SL1 Event, transforms SL1 Event data into a new or existing ServiceNow Case and then posts the Event details to ServiceNow.
  • Resolve ServiceNow Case from SL1 Event. Resolves a ServiceNow Case when an SL1 Event is cleared.
  • Sync Case or Incident State from ServiceNow to SL1 Event. Clears or updates SL1 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 SL1 Event. From a new or existing SL1 Event, transforms SL1 Event data into a new or existing ServiceNow Case and then posts the Event details to ServiceNow.
  • Resolve ServiceNow Case from SL1 Event. Resolves a ServiceNow Case when an SL1 Event is cleared.
  • Sync Case or Incident State from ServiceNow to SL1 Event. Clears or updates SL1 Events when the related ServiceNow Case or Incident is updated.

Steps

The following step is included with the SyncPack:

  • Process Cases and Incidents