ServiceChannel-ServiceNow Integration

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.