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ServiceNow Integration

ITSM

Integrate CaseDocker with ServiceNow for unified IT service management and legal operations workflows.

What It Does

The ServiceNow integration connects CaseDocker with ServiceNow IT Service Management (ITSM) workflows. Legal requests from ServiceNow can automatically create cases in CaseDocker, and case status updates sync back to ServiceNow tickets for complete visibility.

Setup Steps

  1. Configure ServiceNow Instance

    Set up REST API access in ServiceNow instance and create integration user with appropriate roles.

  2. Coordinate MID Server Setup

    If required, the CaseDocker team will handle MID Server setup and configuration for secure communication.

  3. Create Integration Tables

    Create custom tables in ServiceNow for legal cases and configure field mappings with CaseDocker.

  4. Set Up Workflow Rules

    Configure workflow rules to automatically create CaseDocker cases from ServiceNow requests and sync updates.

  5. Test Integration

    Test end-to-end workflow by creating a ServiceNow request and verifying case creation and status sync.

Required Permissions

  • Create and update ServiceNow tickets
  • Read ServiceNow request and incident data
  • Access ServiceNow REST API
  • Execute ServiceNow workflows

FAQs

Yes, workflow rules can automatically create CaseDocker cases when specific ServiceNow request types are submitted.

Case status changes in CaseDocker automatically update the corresponding ServiceNow ticket with real-time sync.

Yes, changes in either system can be configured to sync to the other, maintaining data consistency.

The integration supports ServiceNow versions Madrid and later with REST API access.

Related Use Cases

Litigation Intake
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Obligation Tracking
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