Service Now & Order Now Integration

Business Requirement: All the users should able to raise a request for New PC or PC Refresh through Service Now. Service Now should able to send all the 'PC Refresh' Request related information to 'OrderNow' using SOAP API

OrderNow should able to invoke 'ServiceNow' via SOAP API to update any PO related information for the respective 'ServiceNow' Request

What is OrderNow?

The Order Now platform is a tool to procure the item that is ordered/requested by an organization for official uses. The Order now platform initiates the request submitted and generated invoices. Its integration with ServiceNow provides a leverage to an organization where ServiceNow can be centrally used to place a request in the service now platform and an order are initiated in OrderNow. The order can be tracked and notification to the requestor can be configured in ServiceNow that are triggered by the request status updation.

- Configured all the related modules such as SOAP Request, Variable Sets, Notifications, Order Guides into one single application called 'PC Refresh' as shown below

As the integration of ServiceNow and Order Now is a custom integration, this module needs to be configured. Search for Application Menu in the application navigator and click new to create the application menu.

Search for PC in navigation filter and you will be landed on the PC refresh - integration.

The Order guide, soap message, variable set, notification related to this integration can be found in their respective section.

- PC Refresh Categories : 

PC Refresh categories define the CIs depending upon their name and usage by different users.

 User are differentiated on basis of skill set that is contained in custom table cmn_skill

The same categorization can be found in the asset as well and can be configured in accordance with the ecosystem.

- Order Guide: Created an Order guide to submits a single service catalog request that generates several items.

The order guide that will actually place the order in the Order now the environment is named PC refresh. All the configuration related to it can be found here. The items that can be ordered by this order guides are mentioned in the rule base.

- SOAP Message - Created a SOAP Message to communicate with 'OrderNow' system as shown below

The three soap messages configured can be found in this section. These soap messages will be called in the workflow to populate the argument with the information placed in the variables of the PC refresh. Primarily the send order soap message is used to place the order and the screenshot below of the workflow shows the soap script called. The activity is highlighted 

Below is how workflow has configured.

The run script activity is populating the arguments sent to order now and error coming while placing the request can be rectified from here only. The below screenshot shows the SOAP services being called in the workflow. 

Order send the response in service now on the RITM created after a few minutes of its creation.

We need to provide the full address and information of where the order is to be delivered. Any field with empty value will result in error that is logged in the activity section of the RITM

Order Now Updates Service Now Using SOAP

When the order is successfully placed in OrderNow, the PO number generated in OrderNow is fetched back in ServiceNow with some other information (Shipment Date, Shipment Address, tracking number, carrier name) and is updated on the same request created in ServiceNow. This is done via a scripted SOAP message where these parameters are defined and are mapped to their respective fields on the request in ServiceNow. Below is the screenshot of the soap message