Introducing Squadcast and ServiceNow Integration For Enhanced Operational Efficiency & Faster Incident Management 4 min read

Originally published at Squadcast.com.

We are excited to announce our bidirectional integration between ServiceNow and Squadcast, designed to elevate your Incident Management capabilities. ServiceNow provides a robust platform-as-a-service, delivering advanced automation and process workflow tailored for enterprise environments. Through this integration, you can harness ServiceNow's workflow and ticketing features alongside Squadcast's strong On-Call scheduling and SRE-driven incident response capabilities. This integration facilitates seamless communication, synchronization of incidents, and an overall enhanced workflow between the two powerful platforms. 

Let's delve into the details of this exciting collaboration.

Challenges in Incident Management

• Communication Gaps: Siloed communication channels can hinder the timely resolution of incidents.
• Manual Data Entry: Manually updating incident information across platforms is time-consuming and error-prone.
• Inconsistent Workflows: Varied workflows across tools can lead to confusion and delays in incident resolution.‍
• Lack of Unified Experience: Users often grapple with different interfaces and functionalities between ServiceNow and Squadcast.

How the Squadcast ServiceNow Integration Addresses these Challenges

The Squadcast and ServiceNow collaboration is essential to ensure that incident-related information flows effortlessly, enabling teams to respond promptly and effectively. Here is how our ServiceNow Extension offers a comprehensive set of capabilities to optimize your Incident Management process:

• Bidirectional Incident Creation: The integration allows for the creation of incidents in both Squadcast and ServiceNow, whether initiated manually or automatically, ensuring that incident information is consistently updated across platforms.
• Efficient Incident Status Sync: Real-time synchronization of incident statuses between the two tools eliminates discrepancies and provides a unified view of incident progress.
• Seamless Information Sharing: Notes and attachments can be seamlessly shared between ServiceNow and Squadcast, promoting collaboration and facilitating a comprehensive incident resolution process.
• Unified Communication Channels: The integration enables the creation of incident-specific Slack channels from ServiceNow, ensuring that communication remains centralized and relevant.
• Automated Value Assignment: Leveraging Squadcast's payload, the integration automates the assignment of values to incident fields, streamlining the process and aligning with Squadcast's tagging rules.
• Trigger Manual Webhooks from ServiceNow: Easily trigger manual webhooks from ServiceNow to initiate specific actions in Squadcast, enhancing flexibility and enabling customized Incident Management workflows.
• Seamless synchronization of users, services, and more: Manage users by exporting ServiceNow users to Squadcast. Align services by syncing Squadcast Services with ServiceNow Configuration Items and exporting ServiceNow configuration items as services. Achieve synchronized Escalation Policies and Squads with ServiceNow Assignment Groups. Enhance collaboration and flexibility by exporting/pushing ServiceNow Groups to Squadcast as Squads.

Benefits of Squadcast ServiceNow Integration

Enhanced CollaborationCollaborate seamlessly across platforms for faster incident resolution.
Real-Time Status SyncStay updated in real-time incident status for better task prioritization.
Effective and Centralized CommunicationShare and Organize information effortlessly with Incident Notes and Dedicated Slack Channels.
Automated Task AssignmentBoost productivity with automated task allocation, minimizing errors.Customizable WorkflowsTailor incident response with manual webhook triggers for flexibility.Streamlined IntegrationSeamlessly integrate workflows for smoother collaboration.## How to Setup Squadcast-ServiceNow Integration

Prerequisites

Before you embark on this integration journey, ensure that you meet the following prerequisites:

• A ServiceNow subscription is a must-have.
• You should be subscribed to Squadcast's Enterprise plan.
• All necessary permissions in Squadcast equivalent to the account owner are required to configure the extension integration effectively.

Step 1: Installing the Squadcast App in ServiceNow Marketplace

Initiate the integration process by installing the Squadcast application from the ServiceNow marketplace. Once installed, access the application and open the “API Config Page” to kickstart the configuration.

Step 2: Setting Up Integration User

Integration User in Squadcast

• Generate an API token for a user designated as the “Integration User” for this extension.
• Ensure this user possesses all Squadcast org-level permissions, along with “Manage Team” and “Admin” access to the relevant teams.
• It is recommended to create a dedicated user account in Squadcast for this purpose.
• Once created, generate an API token for this user by navigating to Settings > API Token > Create New Token > Select the integration user > Generate Token.
• Copy the generated “API token” and store it securely.

### Integration User in ServiceNow

• Create a user account in ServiceNow dedicated to accessing this extension integration.
• Note down the “username” and “password” of this user for validation and connection.

Step 3: Setting up Squadcast

* Navigate to Settings > Extensions > ServiceNow > Click on “Integrate.”

• Enter the ServiceNow domain name (e.g., instance_name.servicenow.com).
• Input the ServiceNow “username” and “password.”
• Choose the preferred method for creating ServiceNow Incidents for Squadcast Incidents – either automatically or manually.
• After entering all details, click on “Test Connection” to ensure correctness.
• Upon successful testing, copy the “Integration Key” and store it securely.

### Step 4: Setting up ServiceNow

Squadcast Details

• In the ServiceNow API config page, enter the “API token” of the Squadcast user and the user’s name.
• Input the “Integration Key” copied from Squadcast.
• Click on “Test Connection” to verify the entered details.

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And there you have it – the initial setup for this bidirectional integration is now successfully completed. With this initial setup complete, there are numerous possibilities for what you can achieve. For further details on maximizing the potential of this integration, please refer to our documentation. 

Conclusion

In summary, the ServiceNow-Squadcast integration offers a seamless solution for Incident Management challenges. By bridging communication gaps, synchronizing workflows, and providing unified experiences, this collaboration boosts the effectiveness of your Incident Response Teams. Embrace this powerful integration to elevate your Incident Management capabilities and stay ahead in today's fast-paced environment. Give this new integration a spin with our 14 day free trial. If you encounter any issues or have questions, our support team is here to help.