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Create a ServiceNow ticket from SureView Cases

  • Jun 28, 2022
  • 2 min read

Updated: Jun 29

We are happy to announce a new integration from SureView Cases to ServiceNow—a leading IT workflow management platform. This integration allows data captured in records and created in SureView Cases to automatically be transferred to ServiceNow. This creates a new entry in ServiceNow, allowing IT teams to trigger additional workflows to any event. A common example of how this integration can be used is in the creation of an IT maintenance ticket. For instance, let’s say a custom record template has been created in SureView for tracking network maintenance tickets for security assets—specifically, when a camera or door requires troubleshooting.

  1. An operator in the SOC, responding to events at their Boston facility, notices that the camera on the outside of the lobby continually flickers and distorts.

  2. They open a “Maintenance” record in SureView Cases and one of the local techs reviews the camera and determines there is a networking issue at the site.

  3. As part of their internal workflow, network tickets must be raised in their company's ServiceNow system. Using this integration the local tech simply updates the ticket to push into ServiceNow. All the details about the original condition and troubleshooting steps taken to date are captured in SureView Cases and automatically added to a new ticket in ServiceNow. The integration even enables data contained in fields in Cases, to automatically populate specific fields in ServiceNow. The operator doesn’t need to take any further action—no time-consuming steps to re-enter the same information twice because every action has been automatically transferred to ServiceNow.

ABOUT SIMON MORGAN

Simon Morgan is Chief Product Officer at SureView Systems, a leading provider of software for corporate physical security operations centers. He has spent 17+ years at SureView in increasingly senior roles — Technical Director, CTO, and Chief Product Officer — leading the company’s migration from on-premise to multi-tenant SaaS and launching its AI-driven Virtual Operator. He has personally driven enterprise wins with Fortune 500 organizations across technology, banking, energy, media, and pharmaceuticals. His career has focused on bridging technical strategy and commercial growth in enterprise security software.


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