Introduction to Synchronize ServiceNow Incidents with Dynamics 365 Cases recipe

You can run the process to synchronize ServiceNow incidents with Dynamics 365 cases. The process is called by an HTTP request with email as the incoming parameter and searches for all the incidents created or updated during the previous day in ServiceNow. The process searches for a matching case in Dynamics 365 based on the short description and case title. If the case does not exist, the process searches for the incident contact by email in ServiceNow with the email in Dynamics 365 and creates the case based on the contact details from ServiceNow 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 ServiceNow to create or update incidents for new customer accounts. The support team uses Microsoft Dynamics 365 to manage and maintain cases reported by customers, partners, and employees. Every time the sales team creates or updates a customer incident and the customer account is eligible for support, they communicate the relevant incident details manually to the customer support team. The support team then verifies whether the incident exists as a case in their database. If the case does not exist, the team creates a case manually.

To improve the incident and case 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 incidents that were created or updated during the previous day in ServiceNow get synchronized with Dynamics 365 cases.