enhancement SQL Request Importer - Option to Update as well as Create Change Request from third party system - Salesforce

[Martyn Houghton]

Linked to our earlier request back in 2020, we would like to create and update Change Requests in Service Manager from an CSV extract from Sales Force. Our colleagues in the Project and Delivery teams use a product within Salesforce to monitor and track their projects. We would like to create, update and close these project as Change Requests in Hornbill so we have visibility of these within the Service Manager, to head off calls for use to use Salesforce or even discussions around potential toolset changes. As they use a third party module/product within Salesforce we do not able the ability to look at more complex integration.

At the moment we can only create the Change Request via the Request Import Tool, but we can not update it. The idea is that when there are any changes between the CSV and the current values on the request in Hornbill, the request would be updated along with a timeline entry for audit purposes.

This would only be for a few key fields such as

• Summary
• Description
• External Reference
• Schedule Start/End
• Status
• Plus some of the custom fields

Cheers

Martyn