Synchronize Dynamics 365 Cases with ServiceNow Incidents > Synchronize Dynamics 365 Cases with ServiceNow Incidents contents > Create Incident process
  

Create Incident process

The Create Incident process searches for the incidents in ServiceNow and creates or updates the incidents based on the search result in ServiceNow.
The Create Incident process is used as a subprocess in the Synchronize Dynamics 365 Cases with ServiceNow Incidents process.
The following image shows the steps that the Create Incident process contains:
The image shows the steps that the Create Incident process contains.
The following table lists the steps that the Create Incident process contains:
Step Name
Description
Start
The process searches for the case object in Dynamics 365.
Get Dynamics 365 Access Token
Gets an access token to authorize all the connection requests in Dynamics 365.
Get Contact and Owner
The process searches for a customer in the contacts table. If the case specifies an account instead of a contact, the service call ends with an error, and the process initiates a new search in the account table.
Get ServiceNow Access Token
Gets an access token to authorize all the connection requests in ServiceNow.
Search Caller and Assign To IDs
Searches users by the Caller and Assign To IDs fields simultaneously in ServiceNow.
The process searches for the caller by email in ServiceNow and gets the caller ID. If the caller is missing, the process creates a caller in ServiceNow and gets the caller ID. Otherwise, the process continues to the next step.
The process simultaneously searches for the Assign to field, that is, the owner in ServiceNow and gets the Assign to ID value. If the owner is missing, the process creates an Assign to user field in ServiceNow and gets the Assign to ID value. Otherwise, the process continues to the next step.
Search Incident by Short Description
Searches for the incident by short description in ServiceNow.
Get Incident ID
Gets the incident ID.
Is Incident missing in ServiceNow
Verifies whether the incident ID is missing in ServiceNow. If the incident ID exists, updates the incident. Otherwise, creates a new incident.
End
Ends the process.