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.
Benefits of the solution
- 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.
- One-way integration TOPdesk -> ServiceNow.
- Escalate calls from TOPdesk to ServiceNow including sending updates within TOPdesk to ServiceNow.
Messages from ServiceNow to TOPdesk are not included. This solution is an Action Sequence.
TOPdesk’s Action Sequences make it possible to integrate with other tools that have a REST API, without the need for programming.
Need more features?
Please contact your TOPdesk Customer Success Manager or press the “contact us” button on the top of this page.
Our consultants would be happy to help, to make sure you get exactly what you need.
ServiceNow – Upon Escalate v1.0
ServiceNow – Upon Update v1.0