Is it possible to have a Search User in the Service Now integration options?

[Adrian Simpkins]

Hi,

I am working on an integration to our suppliers who use Service Now. Currently we are able to Get User - however, we want to be able to search for the user to see if they exist in the Service Now instance, and off of this we would then make a decision node to either create a user if they do not exist, or move onto the next step (create case) if they do exist. I have raised this off the back of a support call with Victor if you need more background)

Is this something that would be possible? We want to check if the customer already exists in Service Now but it does not look like this is currently available. Of course this may not be possible  - we want to avoid Service Now seeing a duplicate request and erroring out.

We do have a workaround where we will use a generic Service Now account to log it against, then inject the customers data into the Additional Fields field and Service Now would then extract this additional information to create the user.

Many thanks as always

 

Adrian

 

[Gerry]

@Adrian Simpkins

The NOW API does not generally lend its self to this type of dynamic lookup, not easily anyway, and even if it did, we have no easy way of linking the IC interactions with dynamic lookups on remote systems, that is actually something we have been looking at in our ESM development efforts.  Anyway, for now, the best approach would be to do a data import from SN into Hornbill so you have that data to look up. 

Gerry

[Adrian Simpkins]

Thanks Gerry - we did discuss that as an option but there was some concerns over this approach from our supplier. I will look to use the workaround solution we have where we use a generic account on Service Now side and then they will use the information injected into the additional field to check / create the user, but will mention this in my next catch up with them for reference

Many thanks for the clarification !

[Gerry]

@Adrian Simpkins

Just for clarification regarding the above, I was thinking about a slightly different scenario in terms of "dynamic lookup" where I was thinking "interactive lookup" (don't ask, was a long day), when you say "Lookup" you mean, in a Wrokflow or auto-task you want to see if a user account exists on Servicenow and make a decision in the workflow based on that outcome right?

If thats the case, can you clarify which "attribute(s)" you would be looking up?  Users name, email, login id, something else?

Gerry

[Adrian Simpkins]

Hi Gerry - yes indeed we want to if possible check if the customer exists in ServiceNow then make a decision of the outcome either to just move on / create case or create customer then create case if they do not exist. I think the one attribute we could use would be a check on the email - currently we are passing over email, first name / last name and a contact number

Currently as a workaround we are just using a generic account to raise against but injecting the customer details, then our suppliers are taking this information and running a script within ServiceNow to check / create the user. Ideally we want it to just be part of the one flow rather 

Many thanks as always

[Gerry]

@Adrian Simpkins

There is no guarantee that there is not more than one user account with the same email address or name in Servicenow as far as I am aware, so while we can certainly allow you to do a lookup, we cannot guarantee the integrity of the result.  It would seem to me, your best hope would be to lookup by email, this will get you the most accurate outcome. I will let the team know. 

One other clarification, in relation to the above, are we talking about "Users" or "Contacts" here?

Gerry

[Adrian Simpkins]

HI Gerry

Thank you - I am referring to Basic Users on our side rather than contacts. I believe they confirmed that ServiceNow would block a duplicate so I will check with them to confirm if the email is enough to use

Many thanks

Adrian

[Gerry]

@Adrian Simpkins

Sorry, I meant on the Servicenow side, there are both Users and Contacts?

Gerry

[Adrian Simpkins]

Hi Gerry

I will have to confirm this with the supplier - I will come back asap

Many thanks

Adrian