Sync Service Calls from/to Kyocera's instance of ServiceNow
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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview:
This ID is a customised version of ID664 specifically for Kyocera's SNOW instance.
Kyocera have large subsidiaries with their own separate ticketing systems. This process will create the call in the subsidiary's eAutomate and then sync the call status back to ServiceNow. Sync's from eAuto to ServiceNow or from ServiceNow to eAuto.
Kyocera is managing the deployment of this process to its subsidiaries.
Phase 1: Service Sync (Complete)
Phase 2: Sales Order Sync (Scoping - to be investigated further in 2026)
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We track the time the service call is opened in ServiceNow and the time the call is assigned to your company, when the call is assigned is the call opened time for you in eAuto, we provide an eView to report how long it takes to assign the call to you as that is an important metric.
We allow for a specific cancel code that will not update ServiceNow as there may be times an SN call is assigned to you by mistake and the call should be assigned elsewhere and not canceled (use variable 10 to say which code).
The eView is in the System folder and has ID228 in the name. You can use it to review the sync status between eAutomate Service Calls and the SN Incidents.
And as per the screenshot below, there is also a drill down into the Service Calls eView if you need to see more info on the call. You can also import columns into the custom eView.
Run Schedule: every 5 minutes
Type of Output: Data Push with emails
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Sample
Sample
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Variables
Variables
Variable 9: Default Customer # - When creating a service call without equipment, use this customer.
Variable 10: Exclude Cancel Code - Calls canceled using this cancel code will not sync back to ServiceNow.
Variable 11: Equipment Identifier - Lookup equipment in e-automate based on this ServiceNow field.
Variable 12: Customer Numbers - Customer numbers for service calls that will be pushed to ServiceNow.
Variable W: Default Call Type - Default call type to use.
Variable X: Default Bill Code - Default bill code to use.
Variable 6: ServiceNow Group - Group name for incidents assigned to the service group.
Variable 7: Call Type - Call type to use.
Variable 8: Cancel Code - Cancel code to use when a call is canceled on the ServiceNow end.
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Alert Functionality
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Best Practices & Tips
Best Practices & Tips
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Related Alerts
Related Alerts
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