This scoped application enables ServiceNow Incident users to manage incidents that can be serviced through the FSI CMS system. Both systems can be used for an end-to-end workflow in which incidents are created in ServiceNow, the incident information flows to the FSI CMS system, and back to ServiceNow to provide work note, status, and resolution information throughout the lifecycle of a incident.
When incidents are created that meet a specific criteria configured by the customer within the scoped application, incident data is sent to the FSI CMS system. Once the work order has been completed within CMS, the CMS system returns the resolution information from the CMS system to ServiceNow and updates the incident with this information. The state of the incident is also updated to a Specified state.
Additionally, if comments/notes are added to the work order within the FSI CMS system, they are also reflected in the work notes of the incident. Comments and worknotes added to the incident can also be sent to CMS and communicated to the assigned technician.
When incidents are created that meet a specific criteria configured by the customer within the scoped application, incident data is sent to the FSI CMS system. Once the work order has been completed within CMS, the CMS system returns the resolution information from the CMS system to ServiceNow and updates the incident with this information. The state of the incident is also updated to a Specified state.
Additionally, if comments/notes are added to the work order within the FSI CMS system, they are also reflected in the work notes of the incident. Comments and worknotes added to the incident can also be sent to CMS and communicated to the assigned technician.
Adds new functionality that supports sending comments/worknotes to the CMS workorder, as well as any assigned technician.
OAuth 2.0 plugin
ITSM Incidents Module