1.Captures new incident record
Integrate ServiceNow and ITSM tools to capture incident reference, summaries, and descriptions for traceable ticket creation.
Create managed service ticket from new IT incident
Automatically capture qualifying IT incident records across ServiceNow and IT service platforms. Create and update when company mappings and user mappings resolveβso you can create matched tickets, generate clean notes, and assign ownership without manual ticketing.
How this automation creates matched service tickets
When new IT incidents appear, backlogged requests can stall triage and slow response times. This automation creates matched tickets in ConnectWise Manage and enriches them with mapped company and user detailsβso your team can respond faster.
ServiceNowor swap with your favorite app
2.Formats ticket summary and description
Integrate Formatter by Zapier and text transformation tools to escape characters and truncate summaries to prepare notes.
Formatter by Zapieror swap with your favorite app
3.Finds company and user mappings
Integrate Zapier Tables and mapping systems to look up company and user mappings and return assignee and board details.
Zapier Tablesor swap with your favorite app
4.Creates ticket with mapped fields
Integrate ConnectWise Manage and ticketing workflows to create a ticket with board status mappings and initial note content.
ConnectWise Manageor swap with your favorite app
5.Adds note and schedule entry
Integrate ConnectWise Manage and task assignment tools to add an incident note and optionally schedule mapped assignees.
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Accelerate ticket resolution with automated ticket routing, priority alerts, and status updates
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Step 1
Connect your tools
Bring your apps together so information can move automatically between the tools your team already uses.
Step 2
Define the trigger
Choose the events that should start your workflow, like a new submission, updated record, completed task, or customer action.
Step 3
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Let your workflow handle follow-ups, updates, notifications, and reporting so your team can track progress and act faster.
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