This is my experience with integrating SBM / Release Control with ServiceNow at a recent customer engagement.
Requirements: The customer had a variety of systems in place, and one dept was using ServiceNow. The requirement was to create a Change Request ticket in ServiceNow, upon the completion of a Release Package in Release Control. This use case was mostly for record keeping, as the Change Request in SNOW was created, populated with data from SBM, and then set to be completed.
Design: Given that ServiceNow is a cloud based platform, they offered a web services API that appeared to fit nicely with SBM's orchestrations platform. The idea was to trigger an Orchestration to run after the Release Package completes, which would do an Insert/Update into ServiceNow. I decided to use their Direct SOAP Web Services API. They also offer a REST service option.
ServiceNow Integration: ServiceNow maintains a wiki that documents their web services API, and this was used to produce the integration with SBM. The wiki can be found at:
Interesting Article. At the end of the article you state: "Once the Change Request is created in ServiceNow, the ticket number is retrieved and then it is stored in a text field in the SBM/Release Control objects."
How is the ticket number retrieved? Do you manually go into the SNOW ticket and get the number?
Or, do you inject the SBM item number into the SNOW ticket and later search for the SBM item to get the SNOW item number? If this is how you do it is it done in batch? Or do you put a delay in the code to wait for the Snow ticket to be created? Then do a read?