ServiceNow to Dynamics 365 (Incident to Case) process
When an incident is created or updated in ServiceNow, you can run the process to synchronize ServiceNow incidents with Dynamics 365 cases.
The process is called by an HTTP request 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 a case based on the caller details from ServiceNow without manual intervention.
The following image shows the steps that the ServiceNow to Dynamics365 (Incident to Case) process contains:
The following table lists the steps that the ServiceNow to Dynamics365 (Incident to Case) process contains:
Step Name
Description
Start
The process searches for the case object in Dynamics 365.
Set Date
Gets all the incidents that were created or updated from the previous day. You can also modify the day from when you want to synchronize the data. For example, if you want to synchronize the incidents created or updated before 2 days in ServiceNow, you can update the Before_Day field value from -1 to -2 on the Input Fields tab.
Wait to Create Case
When you invoke the process, a message appears to notify the user that the background job has started.
Prepare and Sync Cases
The process performs the steps configured in the Pagination process and synchronizes the matching ServiceNow incidents with Dynamics cases.
