This scoped application enables ServiceNow Case users to manage cases that can be serviced through the FSI CMS system. Both systems can be used for an end-to-end workflow in which cases are created in ServiceNow, the case information flows to the FSI CMS system, and back to ServiceNow to provide work note, status, and resolution information throughout the lifecycle of a case.
When cases are created that meet a specific criteria configured by the customer within the scoped application, case data is sent to the FSI CMS system. Once the work order has been completed within CMS, the CMS system returns the resolution information from the CMS system to ServiceNow and updates the case with this information. The state of the case is also updated to a 'Closed' state.
Additionally, if comments/notes are added to the work order within the FSI CMS system, they are also reflected in the work notes of the case. Comments and worknotes added to the case can also be sent to CMS and communicated to the assigned technician.
When cases are created that meet a specific criteria configured by the customer within the scoped application, case data is sent to the FSI CMS system to create a corresponding work order. Once the work order has been completed within CMS, the CMS system returns the resolution information from the CMS system to ServiceNow and updates the case with this information. The state of the case is also updated to a 'Closed' state.
Additionally, if comments/notes are added to the work order within the FSI CMS system, they are also reflected in the work notes of the case. Comments and worknotes added to the case can also be sent to CMS and communicated to the assigned technician.
Adds new functionality that supports sending comments/worknotes to the CMS workorder, as well as any assigned technician.
Customer Service Management plugin
OAuth 2.0 plugin