Integration enables organisations that already have the ServiceNow system in place to automate flows with their IBSS system.
The ServiceNow webhook will POST task updates to the IBSS endpoint, which will then process the received data and store it in the IBSS data store.
Communication to the endpoint is via HTTPS/TLS1.2 and will require a customer specific API key to be provided as a header parameter.
Covered use cases
IBSS to ServiceNow:
- When a new IBSS task is created, a matching ServiceNow incident is created.
ServiceNow to IBSS:
- Resolving or closing a ticket in ServiceNow automatically closes it in IBSS. For example, if a ServiceNow incident is marked as Resolved, the corresponding IBSS ticket is also closed and can then be seen by users in Operations or Roamer.
- Any update – such as assignment, status changes or priority changes are sent from ServiceNow back in to IBSS, so there is an awareness of status.