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Automating Tasks in Your ServiceNow Integration

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Automated tasks in ServiceNow enable you to ensure that Cases, Incidents and Users are created without any user intervention based on events in Talkdesk.

With automations, you can create rules, such as:

  • When a new user is created in Talkdesk, create a user in ServiceNow
  • When a call is missed in Talkdesk, create a case in ServiceNow
  • When a voicemail is left, create an incident in ServiceNow with a link to the recording

To automate tasks in your ServiceNow integration, go to the 'Integrations' tab of the 'Admin' section, find ServiceNow and click the 'Settings' button. Click 'Add New Automated Task' (or 'Add your first automated task for ServiceNow', if this is your first automated task). You can also view and edit existing automations.

Using Custom Fields from ServiceNow

If you have added custom fields to the User, Case and Incident objects, you may want to populate those when creating them via automations. By default, Talkdesk will show all standard fields and any custom fields marked as mandatory in the automation screen for a particular object. To add other fields to that screen, go into your ServiceNow instance, find the Talkdesk section of the main navigation menu and select 'Field Mappings'.

Field_Mappings_1.png

To add a new field to the automations UI, click 'New'.

Field_Mappings_2.png

Select the relevant table, then pick the field you wish to show in the automations UI. Click 'Submit', and when you go back to Talkdesk and refresh the page, the selected field will show up when creating or modifying automations that create or update the relevant object.

Field_Mappings_3.png

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