In today’s video, we’ll demonstrate a common ITSM integration use case: syncing incidents between Cherwell and ServiceNow using the ZigiOps no-code data integration platform.

A customer of ours uses ServiceNow as their primary ITSM system, while their client manages incidents through Cherwell. They needed a bi-directional integration to automatically transfer specific incidents along with key data fields — such as status, comments, attachments, and custom values — between both systems.

Step-by-Step Integration Overview

Step 1: Use Case Overview

One team works in ServiceNow. The other in Cherwell. ZigiOps allows them to collaborate without switching platforms. Incidents raised in ServiceNow automatically appear in Cherwell — and vice versa — with full context and real-time updates.

Step 2: Creating the Incident in ServiceNow

Let’s start by creating an incident in ServiceNow. As soon as it meets the defined conditions, ZigiOps triggers the integration. The incident is automatically created in Cherwell with a matching correlation ID and synced fields.

Step 3: Linking and Data Sync

The incident created in Cherwell reflects all key information:

• Matching correlation ID

• Synchronized description

• Status and attachments

• Journal notes mapped from ServiceNow comments

Step 4: Updating the Incident

As progress is made on the issue in Cherwell, team members update the status, add comments, or change the description. ZigiOps pushes those changes back into ServiceNow in real time.

This works both ways. Updates in ServiceNow will immediately reflect in Cherwell. You can also fully control what data is sent bi-directionally and what stays one-way.

Step 5: Resolution and Custom Requirements

When the support agent resolves the issue in Cherwell, the status changes to "Resolved." However, ServiceNow requires additional fields like resolution code and resolution notes. ZigiOps automatically fills in those mandatory fields to ensure seamless synchronization and compliance with ServiceNow workflows.

Step 6: No-Code Setup with ZigiOps
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ZigiOps is a no-code data integration tool. You can:

• Load predefined templates or build custom workflows

• Map all standard and custom fields

• Set trigger conditions and filters

• Monitor all integration jobs from a central dashboard

• Scale as needed with no coding or scripting involved

Step 7: Monitoring and Customization
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The integration is highly customizable. You can specify which fields to sync, define directional flows, and track sync operations through ZigiOps’ built-in logs and dashboards.

Key Benefits of Using ZigiOps as Your Data Integration Platform

• Real-time, bi-directional integration between Cherwell and ServiceNow

• Seamless collaboration while teams use their preferred ITSM platforms

• Faster incident resolution and better cross-team visibility

• Elimination of manual data transfer errors and delays

• Fully customizable mappings and logic with no code

• Scalable to other platforms and use cases

If you’re using both ServiceNow and Cherwell, book a session with our team to explore how ZigiOps can support your specific integration needs. Let ZigiOps eliminate silos and create a seamless data integration platform for your ITSM operations.

Visit zigiwave.com for more information or to request a custom demo.