ServiceChannel-ServiceNow Integration

Owned by Joseph Yarborough (Unlicensed)
Last updated: Apr 01, 2021 by Anastasiya Dashuk (Unlicensed)

In this article, you will find out the difference in functionality between the ServiceChannel app for ServiceNow and the ServiceChannel Dashboard as well as learn more about the integration of work orders.

Feature Comparison: ServiceChannel Application for ServiceNow vs. ServiceChannel Store Dashboard

ServiceNow customers can take advantage of the comprehensive facilities management functionality of the ServiceChannel platform. The integration between the platforms empowers users to create, view, modify, leave feedback, and perform other operations with work orders.

If you are using the ServiceChannel Store Dashboard, please note that not all of the features presented in Dashboard are available in the ServiceChannel app for ServiceNow. Refer to the table below to compare their functionality.

Functionality

ServiceChannel App
for ServiceNow

ServiceChannel
Store Dashboard

Work order management

Creating new work orders

✅

✅

Viewing open work orders

✅

✅

   Exporting open work orders to an Excel file

✅

✅

   Viewing only reactive work orders

❌

✅

   Viewing only Planned Maintenance work orders

❌

✅

View work orders in the In Progress status

✅

✅

Viewing all work orders

✅

✅

   Viewing only reactive work orders

❌

✅

   Viewing only Planned Maintenance work orders

❌

✅

Viewing completed work orders

✅

✅

Providing feedback on work orders

❌

✅

Adding attachments to work orders

✅

✅

Adding notes to work orders

✅

✅

Proposals and invoices

Managing proposals

❌

✅

Viewing all open invoices

❌

✅

Approving invoices

❌

✅

Other

Switching between languages

❌

✅

Switching between dashboards

❌

✅

Login via SSO

❌

✅

Location notes

❌

✅

Provider ratings

❌

✅

Location analytics

❌

✅

Message of the day

❌

✅

Convert issue list

❌

✅

Mobile access code generator

❌

✅

For more info on configuring the app, see Setting Up the ServiceChannel Application for ServiceNow.

Work Order Integration

The ServiceChannel application for ServiceNow provides seamless integration between the two platforms, allowing ServiceNow users to manage all service requests through a single interface and maintain a single system of record. With this application, ServiceNow users enter requests similarly as they do now, creating ‘ServiceChannel’ work orders in the ServiceNow platform. Updates to a work order status in Service Automation automatically update the work order in ServiceNow, ensuring a consistent consolidated view of all service activity.

  • System of record: Maintain a single ‘system of record’ of all service requests, for example, IT, facilities, and R&M.
  • Consolidated view: Manage facilities repair and maintenance service requests with other non-facilities service requests from ServiceNow.
  • Facilities management capability: Extend comprehensive source-to-settle facilities management functionality seamlessly to the ServiceNow platform.
  • Improved efficiency: Save time and reduce errors by eliminating duplicate ticket input in the two systems through a seamless exchange of work order data between the ServiceNow and ServiceChannel systems.
  • Employee self-service: Minimize resource costs and speed up issue resolution by having users enter service requests directly without the need for help-desk involvement.
  • Full visibility and transparency: View all service tickets from ServiceNow dashboards as needed (for example, ”assigned to me,” “high priority,” etc.) and keep up to date via event-based notifications.

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