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ArunNR Frequent Contributor.
Frequent Contributor.
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CSA Integration with Service Now for Approvals

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Hi,

    What is the best way to have Service Now as approval mechanism for CSA catalog service requests?

The customer requirement is that, once the CSA user initiates a subscription from catalog, before executing the OO flow, a service incident needs to be created in ServiceNow (which is an approval request). Once the request is approved in ServiceNow, the OO flow can kick start the actual workflow.

We have figured out the way to create a service incident in Service NOW using REST API from OO. And may be we can retrieve the status of the request by polling.

But how can such a workflow be implemented in the context of CSA + OO?

Any recommendations appreciated.

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Trusted Contributor.. kumiisc Trusted Contributor..
Trusted Contributor..

Re: CSA Integration with Service Now for Approvals

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Copying from a forum post.

External Approval in CSA, you have one flow to open the ticket and a different flow to update the CSA Approval Status.

CSA then handle the timeout/wait for approval period. This is also negates the necessity to have Paused flows in Central.

So Just to clarify the logic

  1. CSA > OO Flow 1 > Open ServiceNow Ticket
  2. Service Now > OO Flow 2 > Update CSA Approval (Approve or Deny)
  3. CSA > Process Action (Only triggered if Response from Step 2 was Approve) > OO Flow 3

Thanks

Kumar

2 Replies
Trusted Contributor.. kumiisc Trusted Contributor..
Trusted Contributor..

Re: CSA Integration with Service Now for Approvals

Jump to solution

Copying from a forum post.

External Approval in CSA, you have one flow to open the ticket and a different flow to update the CSA Approval Status.

CSA then handle the timeout/wait for approval period. This is also negates the necessity to have Paused flows in Central.

So Just to clarify the logic

  1. CSA > OO Flow 1 > Open ServiceNow Ticket
  2. Service Now > OO Flow 2 > Update CSA Approval (Approve or Deny)
  3. CSA > Process Action (Only triggered if Response from Step 2 was Approve) > OO Flow 3

Thanks

Kumar

ArunNR Frequent Contributor.
Frequent Contributor.

Re: CSA Integration with Service Now for Approvals

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Thanks Kumar, I was able to integrate SNOW based on the steps mentioned below!

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