Description

So you have the need to forward an incident to a colleague, another department or even another company, but they are using ServiceNow. Wouldn’t it be nice if you could just escalate this incident to them and have your additional action entries forwarded as well?

Save your employees valuable time by defining this collaboration with each external ServiceNow party how you see fit. Set up customizable triggers with the Events & Actions module to inform another party. Create new tickets and update existing ones.

Since the integration consists out of several customizable steps, you can adjust the integration yourself or with the help of TOPdesk Consultancy. Want additional integration options? Check out the TOPdesk API documentation and use the same technology.

Setting up this integration is easy, but agreeing on processes to follow often proves to be challenging. Our consultants would be happy to help, to make sure you get exactly what you need.

Benefits of the solution

• Best of both worlds
• Combine your ServiceNOW processes with TOPdesk and make sure there is a link between calls/issues in both systems.
• Correct information available
• Show your operators which ServiceNOW call has been created so they can always find it.

Downloads

ServiceNow – Upon Escalate v1.0
ServiceNow – Upon Update v1.0