This video explains how to create a ticket with the ServiceNow integration.
Video Transcript
We’re going to cover a couple of additional subjects in this area that aren’t reliant on having the ServiceNow applications installed, starting with ticket creation from SysTrack.
There are a few ways to do this, but the first step is defining your ServiceNow instance inside SysTrack Configure by going into the ServiceNow integration and entering the URL for your ServiceNow instance along with a username and password, where the user must have the ITIL role.
This configuration allows tickets to be created using SysTrack Self‑Help.
Once it’s configured, users accessing the Self‑Help portal will see a Contact IT Support option on the full screen; if ServiceNow is not configured in SysTrack Configure, this option will not appear.
When it is configured, users can enter a subject and brief description, click send, and the system will use the ServiceNow APIs to log an incident or ticket in ServiceNow.
The other method is automated ticket creation, which uses an internally written script to call the ServiceNow APIs and log tickets automatically, and the same approach can be used for events.
Some customers prefer to log events and configure ServiceNow to create tickets only when a critical event occurs.
In this case, an automation is created and can be assigned in various places, which I’ll demonstrate shortly.
While it is possible to automatically create tickets, this is generally not desirable, as no one wants to flood ServiceNow with excessive tickets, so another option is to give users the ability to initiate ticket creation themselves, depending on how the integration is configured.
Importantly, none of this functionality depends on having the ServiceNow Store applications installed.