ServiceNow and ConnectWise Integration

How to Create a ServiceNow and ConnectWise Integration?

Ruchi
By Ruchi | Last Updated on September 11th, 2024 11:47 am

ServiceNow is a cloud-based platform that offers a comprehensive range of services to manage digital workflows, automate processes, and improve operational efficiency. It is widely used for IT service management (ITSM), enterprise service management (ESM), and digital business automation. ServiceNow provides a single data model and a strong platform that enables organizations to streamline their processes, reduce costs, and improve user experiences.

On the other hand, ConnectWise PSA is a business management platform tailored for technology solution providers, offering a suite of software and services to manage their operations. It provides tools for professional services automation (PSA), remote monitoring and management (RMM), and business process automation, helping companies improve efficiency, streamline workflows, and deliver better customer service.

Both platforms are powerful in their own right, but when integrated, they can offer even greater benefits to organizations, especially those in the technology and service sectors. ServiceNow and ConnectWise integrations enable a seamless exchange of data and functionality, empowering businesses to optimize their processes and deliver superior customer experiences.

Let’s explore these integrations, their benefits, and the other popular integrations they offer.

Table of Contents

What are ServiceNow Integrations?

ServiceNow integrations involve connecting ServiceNow's platform with other software tools and systems used within an organization. This integration enables the seamless exchange of data and functionality between ServiceNow and other tools, resulting in improved efficiency, reduced manual effort, and enhanced overall productivity. ServiceNow offers a range of integration options, including out-of-the-box connectors, open APIs, and integration frameworks, making it flexible and adaptable to various business needs. These integrations can be customized and tailored to specific requirements, ensuring that organizations can align their processes effectively.

Also read: Jira vs. ServiceNow - A Comprehensive Guide for ITSM Solutions

What are ConnectWise Integrations?

ConnectWise PSA integrations involve connecting the ConnectWise PSA platform with other software solutions used by technology solution providers. These integrations enable the bi-directional flow of data and functionality, allowing businesses to automate tasks, streamline workflows, and improve overall efficiency.

ConnectWise PSA offers a range of APIs and integration tools that facilitate these connections, ensuring that data can be shared securely and reliably between systems. By integrating ConnectWise PSA with other software, businesses can eliminate manual data entry, prevent errors, and improve the speed and accuracy of their operations.

Also read: Best Remote Desktop Software in 2024

How to Create a ServiceNow and ConnectWise Integration?

To give you a brief overview of the integration of these two platforms, if a new ticket is raised on your ConnectWise PSA dashboard, now you want to create a record of the same on your ServiceNow platform. For this, you will create a ConnectWise and ServiceNow integration to ease your workflow. So, let’s explore the steps to integrate the two platforms:

  1. Appy Pie Homepage


    2. homepage

    Go to Appy Pie Automate’s Website and explore the Connects to make your workflow seamless.

  2. Log in/Sign up


    3. log-in

    After exploring the homepage, log in to start your Connect, if you don’t have an account you can sign up as well.

  3. Create AI Agents


    4. ai-agents

    After logging in you will be redirected to the dashboard. Simply click the “Create AI Agents” icon to start the process.

  4. Select the Trigger App


    5. trigger-app

    Now, type “ConnectWise PSA” on the search bar and select it as the Trigger App.

  5. Select the Trigger Event


    6. trigger-event

    Next, you have to select the Trigger event. Select the “New or Updated Ticket” box. This will trigger the moment a new ticket is created or updated. Then click “Continue”.

  6. Connect Your ConnectWise PSA Account


    7. psa-account

    Next, connect your ConnectWise PSA account. Simply click on the “Connect Your Account” button or if you already have an account that is connected, just click on that.

  7. Authorize Connectwise PSA Account


    8. auth-psa

    Now, you have to fill in the necessary details and then click “Yes, Continue” to move further.

  8. Set up Trigger-Event


    9. set-up-trigger

    In this step, you have to fill in the “Notes Type” field. Then click “Continue and Run Test”.

  9. Test


    10. test

    Here you can view the latest record of your Connectwise PSA account to see if your Connect is triggering from the right data.

  10. Select the Action App


    11. action-app

    Next, you have to set up the Action App. For this, select “ServiceNow” as your Action App to create a new ticket.

  11. Select an Action Event


    12. action-event

    The next step is to select the Action Event. As for your case, you will select “Create a Record”. Then click “Continue”.

  12. Connect ServiceNow Account


    13. servicenow-account

    To move further with this Connect, connect your ServiceNow account. Simply click “Connect an Account” and follow the necessary steps.

  13. Authorize ServiceNow Account


    14. auth-servicenow

    Authorize your account by filling in the information required and then click “Yes, Continue”.

  14. Set up Action-Event


    15. set-up-action

    After authorizing the account, set up the options by filling in all the fields according to your needs and click on “Continue and Run Test”.

  15. Apps Connected


    16. connected

    Connectwise PSA and ServiceNow will be connected. You can either edit the AI Agent or move to the Dashboard. Also, you can check the status of your Connect.

  16. Result


    17. result

    Here is a demonstration of the way this AI Agent will work. You can see that the minute a new ticket is raised or updated on your ConnectWise PSA dashboard, a record will be created on a table on ServiceNow to keep track of the tickets being raised or updated.

Following this process, it will be easy for you to keep track of all the new and updated tickets. Plus, it would be all the more easy for the developers to complete the task assigned to them. You don’t have to keep reminding them the same, they will receive the issue details and can finish the task in time.

Benefits of ServiceNow and ConnectWise Integration

Creating a ServiceNow and ConnectWise integration brings several advantages to organizations, particularly those in the technology and service sectors:

  1. Improved Efficiency: Organizations can streamline operations by connecting ServiceNow's strong workflow and process automation capabilities with ConnectWise PSA's business management features. This integration enables automated data synchronization, reducing manual effort and potential errors.
  2. Enhanced Customer Service: With real-time data sharing between the platforms, customer service teams can access up-to-date information quickly. This enables faster response times, more accurate issue resolution, and improved overall customer satisfaction.
  3. Seamless Data Flow: Setting up a ServiceNow and ConnectWise integration ensures a seamless flow of data between the platforms, eliminating data silos. This enables a holistic view of the customer, their interactions, and their needs, resulting in more effective service delivery.
  4. Reduced Costs: Automating data exchange and process workflows can lead to significant cost savings for organizations. Manual data entry and potential errors are reduced, and the need for additional resources to manage multiple systems is lowered.
  5. Improved Decision-Making: With integrated platforms, organizations can gain improved data analytics and reporting. This enables better insight generation, leading to more informed decision-making and strategic planning.

Popular ServiceNow and Connectwise Integrations

Now, let's explore some of the most popular and beneficial integrations for ServiceNow and ConnectWise individually.

Other ServiceNow Integrations

  1. ServiceNow and Jira integration: Creating a ServiceNow and Jira integration enables seamless collaboration between development and operations teams by synchronizing data between ServiceNow's ITSM platform and Jira's issue-tracking software. This ensures everyone works in sync.
  2. ServiceNow and Microsoft Teams integration: By setting up a ServiceNow and Microsoft Teams integration, ServiceNow brings its capabilities directly into the Teams interface. This integration enables users to manage tickets, approve requests, and collaborate more effectively, all within their collaboration platform.
  3. PagerDuty and ServiceNow integration: Creating a PagerDuty and ServiceNow integration connects PagerDuty's real-time digital operations management platform with ServiceNow's ITSM solution. This integration enables automated incident response and improved operational reliability.
  4. Okta and ServiceNow integration: Okta's identity and access management platform, when integrated with ServiceNow, enhances security and simplifies user access management. Setting up an Okta and ServiceNow integration ensures that only authorized users can access ServiceNow instances.
  5. Power BI and ServiceNow integration: Creating a Microsoft Power BI and ServiceNow integration provides powerful data visualization and analysis capabilities, enabling organizations to gain deeper insights from their ServiceNow data and make more informed decisions.

Other ConnectWise Integrations

  1. Salesforce and ConnectWise integration: Creating a Salesforce and ConnectWise integration synchronizes data between Salesforce's CRM platform and ConnectWise PSA. This integration provides a seamless flow of customer data, sales information, and support interactions, enabling better sales and service alignment.
  2. ConnectWise and QuickBooks integration: By setting up a ConnectWise PSA with QuickBooks integration, ConnectWise PSA enables seamless financial management. This integration automates the flow of data related to billing, invoicing, and accounting, and provides a real-time view of financial health.
  3. ConnectWise and NetSuite integration: This integration connects ConnectWise PSA with NetSuite's cloud ERP system. Creating a ConnectWise PSA and NetSuite integration enables automated data exchange for financial management, inventory control, and CRM, resulting in improved operational efficiency.
  4. ConnectWise and SharePoint integration: Setting up a ConnectWise and SharePoint integration enables seamless document management and collaboration. This integration provides a centralized repository for documents, knowledge articles, and other files.
  5. ConnectWise and Microsoft Office 365 integration: Creating a ConnectWise with Microsoft Office 365 integration brings enhanced collaboration and communication capabilities, allowing users to manage tickets, access knowledge bases, and collaborate effectively using familiar Microsoft tools.

Conclusion

Integrating ServiceNow and ConnectWise offers significant advantages to organizations, particularly those in the technology and service sectors, by streamlining operations, improving efficiency, and enhancing customer service. With automated data exchange and process workflows, businesses can reduce costs, improve decision-making, and deliver superior customer experiences.

This guide has provided an overview of ServiceNow and ConnectWise integrations, highlighting the benefits and popular integration use cases. Organizations can now explore and implement these integrations to optimize their service management and delivery capabilities further.

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