Configuring the ServiceNow integration (Auto-Synchronization)

 

With ServiceNow successfully integrated with , you have the option of enabling and configuring automatic synchronization of case status between both applications. The integrated instance of ServiceNow appears on the Application Integration view.

• Details: Provides basic reference information about the integration.
• Configuration: Here you can change the original settings for the application integration.
• Status Auto-Synchronization: Here you can enable and configuration case status sychronization between and ServiceNow.

When enabled, Auto-Synchronization must be configured to work correctly.

When 'Auto Create' and 'Auto Synchronization' are enabled, case creation and case updates will be synced with the corresponding ServiceNow incident.

case status will be synced to status field in ServiceNow, but other fields will be synced in the existing manner as unstructured data in comments.