The following steps need to be performed to integrate a ServiceNow account.
In the following screen, Action Mapping and Status Mapping from CoreStack to ServiceNow and Vice-versa will be performed.
The following steps need to be performed in the Catalog section of ServiceNow configuration.
Note: For Scenario 1, user should configure all the catalogs in ServiceNow manually that are available in CoreStack.
Incident Management section does not have any mandatory fields. The information provided in Configuration will be reflected in ServiceNow as per mapping.
In this section, select the roles to which the integrated ServiceNow account should be available and click on Finish button.
To make the Request Management work through ITSM, you should configure ‘Set the Approver’ as ITSM.
This configuration will enable the orders placed to be sent for approval by an external user – an ITSM user (in ServiceNow).
The Activity Queue settings must be configured for “Self Service” and “Alert”.
Alerts should be enabled and configured to get the Incident Management alerts in ServiceNow.
Self Service should be enabled and configured to make the ITSM request management working.