4.5.6.1. ServiceNow Change Request integration with IRM Ticket system
Planet IRM enables the user to engage in joint IRM-ServiceNow workflows via IRM Ticket objects. Such workflows are usually initiated by creating a ServiceNow Change Request; this step can be done by ServiceNow users who may or may not be IRM users. The workflow then continues in IRM, where IRM Projects and MACs can be used to manage the required work. Finally the IRM portion of the work is done and the Change Request can either be closed immediately or other non-IRM-related work can be performed before closing the Request.
Following these workflows involve the use of IRM Tickets, Projects, MACs and their associated manager and properties dialogs.
The first screenshot below shows an example of a ServiceNow-originated Ticket listed in the Ticket Manager dialog, along with standard Ticket properties such as column data, while the second image shows detailed Ticket Properties:
The following text describes some of the common workflows supported by IRM.
For future releases, additional types of ServiceNow Ticket-related features may be supported.
User Ticket Scenario #1: new IRM Ticket is generated from a new ServiceNow Change Request
The ServiceNow user creates a new Change Request, checks the Manage Design in IRM option and proceeds with saving the Change Request.
The SNIS receives the new change request from the "Submit Ticket" ServiceNow business rule.
The ServiceNow platform provides points of integration to its objects by means of business rules. These rules can be executed either Before Update, After Update, By Query, or Asynchronously. This ability in ServiceNow can provide some very high level points of integration using the full capabilities of ServiceNow Integration Service (SNIS).
ServiceNow Integration Service (SNIS) checks for the existence of the external ServiceNow Ticket by the Id it receives, and if not found, creates a new IRM Ticket assigning the external Id to it
If an existing ServiceNow Ticket is found by its Id, a Ticket Task is added to the external Change Request.
A new work note is added to the Ticket Task, indicating the initial status of the IRM Ticket.
User Ticket Scenario #2: a new IRM Ticket is generated from an existing ServiceNow Change Request
A ServiceNow user edits an existing ServiceNow Change request, where the Manage Design in IRM option was not initially checked. The user selects the option and proceeds to save the Change Request.
The ServiceNow Integration Service (SNIS) receives the change request from the Modify Ticket ServiceNow business rule.
ServiceNow Integration Service (SNIS) checks for the existence of the same external ServiceNow Ticket by its Id it received, and if not found, it creates a new IRM Ticket assigning the external Id to it
If the existing matching ServiceNow Ticket is found, a Ticket Task is added to the external Change Request.
A new work note is added to the Ticket Task, indicating the initial status of the IRM Ticket.
User ticket Scenario #3: IRM Ticket MACs
An IRM user creates a MAC object associated with an existing IRM Ticket object, which is related to a ServiceNow Change Request.
ServiceNow Integration Service (SNIS) receives a notification about the "Add MAC" event, checking to be sure the associated Ticket is related to an external system (ServiceNow).
If the existing matching ServiceNow Ticket is found, a new work note is added to the Ticket Task, indicating the IRM Add MAC event details.
ServiceNow Integration Service (SNIS) receives a notification about the "Update MAC" event, checking to be sure the associated Ticket is from an external system (ServiceNow).
If the existing matching ServiceNow Ticket is found, a new work note is added to the Ticket Task, indicating the IRM Update MAC event details.
User Ticket Scenario #4: update ServiceNow Change linked to IRM Ticket
The ServiceNow user modifies an existing Change Request, where the Manage Design in IRM box is already checked, and saves the changes.
ServiceNow Integration Service (SNIS) receives the new change request from the Update Ticket ServiceNow business rule.
If an existing ServiceNow Ticket is found by its Id it continues. If not found, the process is terminated.
ServiceNow Integration Service (SNIS) checks for modified values for provided fields and updates the existing IRM Ticket if needed.
The following event types are supported by ServiceNow Integration Service (SNIS), which generate Ticket Task Work Information records.
MAC Create
MAC Update State
MAC Update Super Stage
MAC Custom
Task Status change
Task Project change
Task Project Rename
Task Project Status change
Task Report Bundle run
The following topic demonstrates a more detailed use case scenario of Ticket integration with Planet IRM using business rules.
The contents of 4.5.6.1. ServiceNow Change Request integration with IRM Ticket system
