The "Sync Torq case with ServiceNow ticket via webhook" workflow template streamlines case management by ensuring seamless synchronization between ServiceNow tickets and Torq cases. When a ServiceNow ticket is triggered, the workflow checks for an existing Torq case. If none exists, it creates a new case with detailed information. For existing cases, it updates the status, priority, assignee, and comments to reflect any changes in the ServiceNow ticket, ensuring data consistency across platforms.
Trigger
ServiceNow
Use Cases
Case Management
Workflow Breakdown
Pull in details from ServiceNow business rule trigger
Scan existing Torq cases
If a case does not exist, create it and populate details
If a case does exist, check status, priority, asignee and comments -- update any that are out of sync
Vendors
Utils, ServiceNow, Torq Cases
Tips
Text of the business rule used in association with this workflow found in annotation