Case Study

Automated ITSM Ticket Synchronization — Bi-Directional ServiceNow Integration

A custom ServiceNow integration automating bi-directional synchronization of ITSM Incidents and Catalog Tasks — including attachments and work notes — between two enterprise organizations via REST APIs, OAuth 2.0, and middleware.

Business Challenge

• Manual ITSM ticket exchange between two organizations caused errors, inefficiencies, and no real-time visibility
• Existing integration not scalable — unable to support growth from ~200 to 1,000+ tickets per month
• Middleware 10 MB transaction size limit blocked reliable transfer of large attachments
• Misaligned workflows, ticket statuses, and field structures created synchronization gaps between organizations

The objective was to:

• Automate bi-directional exchange of ITSM Incidents and Catalog Tasks between both organizations
• Secure data transfer via REST APIs and OAuth 2.0 through a middleware layer
• Enable real-time synchronization of ticket updates, work notes, and attachments
• Overcome the 10 MB middleware constraint for attachment handling
• Align differing workflows, statuses, and field structures across both organizations
• Scale to support 1,000+ tickets per month reliably

Solution

• Built a custom bi-directional integration using Business Rules and Scripted REST Services for automated ticket creation and updates in both directions
• REST APIs with OAuth 2.0 authentication secure all system-to-system communication through the middleware layer
• Asynchronous processing ensures scalable, reliable data exchange at high ticket volumes
• Base64 encoding resolves the 10 MB middleware constraint — enabling full attachment transfer without transaction failures
• Work notes synchronized automatically with success/failure status tracking and detailed error logging
• Intelligent filtering ensures only relevant tickets sync based on assignment groups and service offerings
• Extensive mapping and alignment of business processes, ticket statuses, and field structures across both organizations

Key capabilities include:

• Bi-directional synchronization of ITSM Incidents and Catalog Tasks
• REST API integration with OAuth 2.0 authentication via middleware
• Asynchronous processing for scalable, high-volume data exchange
• Base64 attachment encoding within the 10 MB middleware constraint
• Work notes sync with success/failure tracking and error logging
• Intelligent filtering by assignment groups and service offerings
• End-to-end process, status, and field mapping across both organizations
• Scalable architecture supporting 5x ticket volume growth

Business Impact & Value

Operational Impact

• Eliminated manual ticket exchange — freeing service desk agents for higher-value tasks
• Real-time visibility into ticket status and progress across both organizations
• Faster incident and request resolution through automated data synchronization
• Scalable to 1,000+ tickets per month — a five-fold increase over previous volume
• Strengthened governance through structured logging and synchronization tracking

End-User Impact

• Faster incident and service request resolution through automated ticket sync
• Near real-time visibility into ticket status and progress
• Reduced errors and delays from manual updates and cross-organization communication gaps

Summary

Teiva Systems delivered a fully automated, bi-directional ITSM integration — replacing manual ticket exchange with a secure, scalable synchronization framework for Incidents and Catalog Tasks, including attachments and work notes, using REST APIs, OAuth 2.0, and Base64-encoded attachment handling within middleware constraints.

Talk with our experts

For USA

Raphael Holdermann

Co-founder & Chief Customer Officer at Teiva Systems USA

Raphael is a client-focused leader known for his big-picture business vision and entrepreneurial acumen, having successfully launched organizations, turned around challenged businesses and rapidly scaled programs for small to large enterprises in the ServiceNow ecosystem.

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Dach region (Germany, Switzerland & Austria)

Kostya Bazanov

Co-Founder & Director at Teiva Systems Germany

Kostya has been developing and extending the business footprint of Teiva Systems in the DACH region. Being a trusted advisor and a ServiceNow solution architect since 2012, he offers reliable and quality business and IT solutions, products, and services to our clients.

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Other countries

Oleksii Konakhovych

Co-Founder & CTO at Teiva Systems

Oleksii working with ServiceNow since 2007 and inspired by the opportunity to build a process design and platform architecture. Oleksii using a years of experience to be a few steps ahead of the challenges. Our customer will have the best result and noticeable improvements in the quality of work.

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