ServiceNow Support Tickets In ClientSuccess

Overview

The Support Ticket View App provides visibility to support tickets that customers have opened from the ServiceNow application interface. If the CSM has a ServiceNow license, a link to each ticket is available in the view that will open the ticket directly in ServiceNow in a new browser tab.

Here are a few things to remember:

• Only historical tickets are populated by ServiceNow in the Support Ticket App
• The Support Tickets are not actually stored in ClientSuccess so the support view is a simple integrated view into that software. 
• The ServiceNow Integration supports the viewing of ServiceNow Cases or Incidents
• ServiceNow will provide visibility up to 100 tickets for each customer in the Support Ticket View app.

Installing the Integration

Step 1: Select the ServiceNow Integration

The ServiceNow Integration can be found in the ClientSuccess>Global Settings>Integrations page.

Client on Add Integration and you will be presented with the authentication modal to connect the ServiceNow Integration to ClientSuccess.

Step 2:  Connect your ServiceNow Account to ClientSuccess

In order to connect your ServiceNow Account to ClientSuccess, you will need the ServiceNow Client ID, ServiceNow subdomain, and password to authenticate the integration.  Please fill in the following authorization information and click on the Connect.

Once the integration is authenticated, it will appear in the Integrations page with the green authenticated icon next to it.

Click on the Settings icon to configure the integration sync.

Step 3: Configure the Integration Sync

There are several pieces of information that you will need to enter to configure the integration sync.

1. Field to filter customer id.  This is typically account.

2. The Ticket URL to your instance of ServiceNow where the external Id will be replaced with the ticket system ID.  Note:  Be sure to leave this blank if the Ticket URL is mapped to the link field.

Before you turn on the integration sync as shown above, you will need to configure the integration settings and field mappings as show below.

Step 4: Configure the Integration Settings & Field Mappings

Step 5: Set the Company ID - A ServiceNow "company ID" is required to associate each company from ServiceNow with its respective client record in ClientSuccess. On your initial integration of CS with ServiceNow, this can either be done one by one as customers are added to ClientSuccess in the Support View window, or we can help you with the first-time association in bulk by sending the ID's to ClientSuccess as a .csv import via support@clientsuccess.com.  The import MUST include the ServiceNow Company ID and the customer name EXACTLY AS IT IS IN ClientSuccess.  If the company names are not exactly as they appear in ClientSuccess, we will not be able to match them to the ServiceNow ID. 

If ever you need to manually associate the ServiceNow ID, its as simple as entering the ServiceNow  customer ID and clicking the "Save" button in the Support Ticket View app in the Client Detail page of ClientSuccess:

NOTE: If you do not have an external ID that you are pairing, we will default pair to the customer name which the ServiceNow name MUST match the ClientSuccess name exactly in order for us to properly pair the two.