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In this video, we demonstrate a practical integration scenario between ServiceNow and Cherwell using ZigiOps – a powerful, no-code data integration platform. This use case addresses a common challenge faced by enterprises: synchronizing incidents between two ITSM systems used by different stakeholders.

A customer of ours was using ServiceNow as their primary ITSM tool, while their client relied on Cherwell. They needed a bidirectional integration to transfer incidents and updates in real time, while maintaining complete field-level accuracy and system compliance.

Integration Workflow

Step 1 – Incident Creation in ServiceNow

An incident is created in ServiceNow. ZigiOps, acting as the data integration tool, automatically detects the new record—no manual input is required. This incident becomes the trigger event for the integration.

Step 2 – Automatic Transfer to Cherwell

ZigiOps transfers the incident to Cherwell in real time. It includes all necessary fields such as status, description, attachments, and comments. A correlation ID is generated to link both records across systems.

Step 3 – Field Mapping and Synchronization

Once in Cherwell, the incident reflects all critical data from ServiceNow. The correlation ID matches the original incident number. ZigiOps ensures both systems stay aligned.

Step 4 – Bidirectional Updates
 

Any updates in Cherwell (status changes, new comments, or edited descriptions) are instantly pushed back to ServiceNow. Similarly, updates in ServiceNow are reflected in Cherwell. This keeps both teams working in sync.

Step 5 – Field-Level Customization
 

ZigiOps allows full control over which fields are synced and in which direction. Users can configure one-way or two-way data flow depending on business needs. All field mappings, including custom fields, are handled through the ZigiOps UI.

Step 6 – Resolution and Closure
 

When the issue is resolved in Cherwell, ZigiOps updates the incident in ServiceNow, including mandatory fields like the resolution code and resolution notes—even if these fields do not exist in Cherwell. This ensures compliance with ServiceNow's system requirements.

Step 7 – Monitoring and Scalability
 

The ZigiOps interface provides full visibility into the integration status, logs, and configurations. Users can load multiple integrations and reuse or customize predefined templates.

Key Benefits Delivered

• Seamless synchronization between ServiceNow and Cherwell

• Real-time, bidirectional data exchange with zero manual intervention

• Full flexibility with custom mappings and dynamic schema loading

• Enhanced team collaboration while using preferred tools

• Reduced error rates and faster incident resolution

ZigiOps serves as an advanced B2B integration platform, enabling secure and efficient connectivity across enterprise applications. As a data integration software, it empowers organizations to automate workflows without writing a single line of code.

To explore how ZigiOps can support your specific integration needs, request a personalized demo or start your free trial today. Experience the full capabilities of this flexible and robust data integration tool.