This document will guide you through the steps to integrate ServiceDesk Plus with ServiceNow upon Zoho Flow. 

The pre-requisites for this integration :

1. Make sure the Zoho Flow Agent is up and running in the machine in which the ServiceDesk Plus server is hosted. To setup the Flow agent, kindly follow this link.

2. Make sure a connection is established in Zoho Flow for ServiceDesk Plus On Premise. Follow this link to know how to create a connection between Zoho flow and ServiceDesk Plus.

3. Make sure a connection is created between ServiceNow and Zoho Flow. To create one, follow the same steps as to what was done to create a ServiceDesk Plus connection except this time, choose the ServiceNow app instead of the ServiceDesk Plus On Premise app.

4. Two additional fields, one named 'ServiceNow ID' and the other named 'ServiceNow Instance ID' should be created and inserted in the template required. If needed, a separate template for this integration alone can be used. In this guide, a separate template called 'ServiceNow Template' has been used.

To create a new template, in ServiceDesk Plus, head to Admin - > Templates and Forms -> Incident Template - > New Template and create a new one.

To create additional fields, in ServiceDesk Plus, head to Admin  - > Additional Field - > Click on New Field. Create a Single Line Field and provide the name as 'ServiceNow ID'. Follow the same steps for creating another additional field 'ServiceNow Instance ID'.

 (Additional Fields in ServiceDesk Plus)

Now that all the pre-requisites are checked, the flows to establish the integration are to be configured.

The first flow will be from ServiceDesk Plus On Premise to ServiceNow. With this flow, whenever a Request is created in ServiceDesk Plus, a corresponding Record will be created in ServiceNow. The steps to create the flow are as follows.

SDP-SN Ticket Creation :

1. To create a flow for this case, go to Flows in Zoho Flow - > +Create - > App - > Choose the ServiceDesk Plus On Premise app - > Request Created in Template Trigger and select the Connection created and specify the Template. Make sure that the template chosen has the additional fields incorporated.

(Note : For this integration, we'll make use of additional field values. Hence the 'Request Created in Template' trigger is to be chosen instead of the 'Request Created' trigger.)

2. Once the flow is created, the builder page will be displayed in which we can configure the flow as per our requirement. The first action 'Request Created in Template' will be automatically populated in the flow.

(Flow Builder page)

3. Now, in the left pane, search for 'ServiceNow' under the Apps tab and choose the app. A drop-down will show a list of the actions supported. Drag and drop the action 'Create Record'. Once dropped, the Connection, Caller, and the Short Description fields are mandatory and to be filled.

4. Under Connection, select the connection created for ServiceNow at the beginning. For Caller, choose the desired value and under Short Description, the Subject of the Request created in ServiceDesk Plus can be specified. Open the Request Created In Template action in the right pane and click on the Subject field. This will populate the Subject of the request in the Short Description field.

5. Now, when a request gets created in ServiceDesk Plus, a corresponding ServiceNow Record will get created. The next step is to populate the ServiceNow ID additional field of that particular ServiceDesk request. To do so, search for ServiceDesk Plus On Premise app in the the left pane. Under the drop-down, drag and drop the action 'Update request'.

6. Once dropped, the ServiceNow ID additional field can be filled with the Number of the ServiceNow record.To do so, select the ServiceNow ID field, click on the Create Record action in the right pane and choose 'Number'. This will populate the ID of the ServiceNow record in the ServiceNow ID additional field.

7. Follow step number 6 again but this time to automatically populate the 'ServiceNow Instance ID' additional field with the Instance ID of the ServiceNow record. click on the Create Record action in the right pane and choose Instance ID. This will populate the Instance ID of the ServiceNow record in the ServiceNow Instance ID additional field. Instance ID will be needed in the further flows.

8. For the mandatory field 'ID', select the ServiceDesk Plus 'Request created in Template' action and choose ID'. This will populate the ID of the request that has to be updated automatically.

9. The flow is now configured and can be tested using the 'Play' button at top-right corner of the builder page. 

10. Once tested and verified that everything is configured properly, the flow can now be switched on. Use the switch-on slider at the top of the page to switch on the flow. Now, every-time a request gets created in ServiceDesk Plus On Premise under the specified template, a corresponding ServiceNow record will get created.

SN - SDP Ticket Creation :

The flow to create a record in ServiceNow from a request in ServiceDesk Plus has been successfully configured, it is time to achieve the vice-versa case. With this flow, whenever a record gets created in ServiceNow, a corresponding ServiceDesk Plus Request can be created.

The steps to configure this flow are as follows :

1. Go to Flows - > +Create - > Create Flow - > Configure an app - > Search for ServiceNow - > Next - > Choose the Record Created trigger and specify the connection created for ServiceNow at the beginning.

2. The builder page will get displayed now. Now search for and choose the ServiceDesk Plus On Premise app in the Apps tab of the left pane. In the drop-down, drag and drop the 'create request' action. Now the connection details will be asked to specified. Choose the connection created for ServiceDesk Plus at the beginning.

3. Specify the desired template in the Request Template drop-down. Now to fill the additional fields 'ServiceNow ID' and 'ServiceNow Instance ID', place the cursor in a field and choose the Record Created action in the right pane. Now click on 'Number' to fill the ServiceNow ID field and 'Instance ID' to fill the ServiceNow Instance ID field. 

4. Under Subject, choose the 'Short Description' field in the right pane and under 'Requester' field, enter the desired value.

5. Once filled, search for ServiceNow app in the left pane and click on the app. In the drop-down, drag and drop the 'update record' action. In the Instance ID field, select 'use a custom value'. Now you'll be asked to specify the custom value for Instance ID field. Place the cursor in the field and click on the record created action in the right pane and choose the Instance ID value. This will populate the Instance ID. 

6. Now in the Comments field, write the desired message. This message is to populate the ServiceDesk Plus request ID in the comment of the ServiceNow record. For example, the comment in the screenshot attached says 'The corresponding ServiceDesk Plus Request ID : #ID'. To populate the request ID dynamically, place the cursor in the comments field, click on the create request action in the right pane and choose ID and click on Done. 

7. The flow is now configured and can be tested using the 'Play' button at top-right corner of the builder page. 

8. Once tested and verified that everything is configured properly, the flow can now be switched on. Use the switch-on slider at the top of the page to switch on the flow. Now, every-time a record gets created in ServiceNow, a corresponding ServiceDesk Plus request will get created.

SDP Request Update Notification :

Now that the flows for request and record creation is configured for both ServiceDesk Plus and ServiceNow respectively, another flow can be created to notify the ServiceNow record of any updates that happens to the corresponding ServiceDesk Plus request.

To configure such a flow,

1. To create a flow for this case, go to Flows in Zoho Flow - > +Create - > App - > Choose the ServiceDesk Plus On Premise app - > Request Updated in Template Trigger and select the Connection created and specify the Template. Kindly note that the same template used for the first flow ( ServiceDesk Plus to ServiceNow Record creation) should also be specified here.

2. Once done, in the builder page, search for ServiceNow in the left pane and click on the app. Now in the drop-down, drag and drop the 'update record' action.

3. Specify the connection details. Now in the Instance ID field, scroll to the bottom and select 'Use a custom value'. In the next field, the custom value will be asked to be filled. Select the field and select the Request Updated in Template action and click on the 'ServiceNow Instance ID' additional ID. This will populate the instance ID in the custom value field.

4. Another mandatory field is the 'Caller' which can be filled as per the requirement.

5. Now in the comments field, specify the desired message to be added as a comment in the ServiceNow record. The ServiceDesk Plus request ID can be used to construct the message dynamically. In this case, the comment will read 'The corresponding ServiceDesk Plus Request #ID got updated'. To use the ServiceDesk Plus request ID in the message, keep the cursor placed in the comments field and in the right pane under the ServiceDesk Plus action, choose the value 'ID'.

6. The flow is now configured and can be tested using the 'Play' button at top-right corner of the builder page.

7. Once tested and verified that everything is configured properly, the flow can now be switched on. Use the switch-on slider at the top of the page to switch on the flow. Now, every-time a request gets updated in ServiceDesk Plus, a comment will get added in the corresponding ServiceNow record.