Synchronize Dynamics 365 Cases with ServiceNow Incidents recipe overview

You can run the process to synchronize Dynamics 365 cases with ServiceNow incidents. The process is called by an HTTP request with email as the incoming parameter and searches for all the cases created or updated during the previous day in Dynamics 365. The process searches for a matching incident in ServiceNow based on the short description and case title. If the incident does not exist, the process searches for the case contact by email in Dynamics 365 with the email in ServiceNow and creates the incident based on the contact details from Dynamics 365 without manual intervention.

After the process is initiated, the user receives a notification that the process is running in the background. After the process runs, the user receives an email notification with the number of successful synchronizations and a list of case numbers that failed to synchronize.

Consider that the sales team in your organization uses Microsoft Dynamics 365 to create or update cases for new customer accounts. The support team uses ServiceNow to manage and maintain incidents reported by customers, partners, and employees. Every time the sales team creates or updates a customer case and the customer account is eligible for support, they communicate the relevant case details manually to the customer support team. The support team then verifies whether the case exists as an incident in their database. If the incident does not exist, the team creates an incident manually.

To improve the case and incident management and team collaboration, both teams need access to critical customer data about product issues and priorities.

With this recipe, when the support team invokes the process, all the cases that were created or updated during the previous day in Dynamics 365 get synchronized with ServiceNow incidents.