1. Overview

This document provides the required steps and technical information for integrating ServiceNow with the FootfallCam Support Portal.

The integration enables two-way communication between ServiceNow and FootfallCam:

1. Create Support Ticket
   • ServiceNow → FootfallCam
   • Automatically create a support ticket in FootfallCam when an incident is raised in ServiceNow.
2. Update Ticket Status
   • ServiceNow → FootfallCam
   • Synchronize ticket status updates, ETA, stage details, and category information.
3. Send Ticket Messages
   • ServiceNow → FootfallCam
   • Add comments/messages and attachments into the FootfallCam support ticket.
4. Receive Updates from FootfallCam
   • FootfallCam → ServiceNow
   • Synchronize ticket status changes, comments, and attachments back into ServiceNow.

2. Customer Preparation Checklist

Before starting the integration, the customer needs to prepare the following information and access.

2.1 ServiceNow Environment Details

Please provide:

2.2 ServiceNow API Access

The customer needs to create a ServiceNow integration user with permission to:

• Create or update incident records
• Add comments/work notes
• Update ticket status
• Receive attachment uploads (if required)

Recommended permissions:

• REST API access
• Incident table read/write access
• Attachment table read/write access

2.3 FootfallCam Access Token

For outbound API calls from ServiceNow to FootfallCam, an authentication token is required.

Customer needs to obtain AToken via this guide.

3. Ticket Field Mapping Preparation

The customer needs to map ServiceNow fields with FootfallCam ticket fields.

3.1 Create Ticket Mapping

When a new ServiceNow incident is created, the following information will be sent to FootfallCam.

3.2 Ticket Reference ID

A unique ticket reference must be maintained between both systems.

ServiceNow → FootfallCam

ServiceNow incident number:

Example : INC0053746

Will be send as:

JSON
{
"ThirdPartyTicketId":"INC0053746"
}

FootfallCam → ServiceNow

FootfallCam will return the ticket reference ID, which must be stored in ServiceNow.

Example : 3001-0123

This ID is required for future:

• Ticket status updates
• Adding comments
• Sending attachments

4. API Integration Flow

Flow 1: Create Support Ticket

Direction : ServiceNow --> Footfallcam Support Portal

Endpoint

POST

https://support.footfallcam.com/SupportTicket/CreateSupportTicketExternal

Required Header : AToken: {token}

Request Example in JSON

{
"TicketSubject":"Ticket Subject",
"CategoryId":1,
"MessageContent":"Testing",
"TicketSource":3,
"IssueLevel":"company",
"BranchIDs":"",
"BranchID":0,
"ThirdPartyTicketId":"INC0053746",
"RequesterEmailAddress":"[email protected]"
}

Flow 2: Update Support Ticket

Direction : ServiceNow --> Footfallcam Support Portal

Endpoint :

POST

https://support.footfallcam.com/SupportTicket/UpdateTicketExternal

Use Case

Examples:

• Resolve ticket
• Close ticket
• Update ETA
• Update resolution details

Flow 3: Send Ticket Comments

Direction : ServiceNow --> Footfallcam Support Portal

Endpoint :

POST

https://support.footfallcam.com/TicketChat/SendMessageExternal?tt=1

Request Example

{
"TicketReferenceId":"3001-0123",
"MessageDetails":"Additional information",
"TicketSource":3,
"PendingAction":2
}

Flow 4: Receive Updates from Footfallcam

Direction : FootfallCam Support Portal --> ServiceNow

Customer needs to provide REST API endpoints that allow FootfallCam to:

• Update ticket status
• Add comments
• Upload attachments

5. ServiceNow API Endpoints Required

Customer needs to prepare the following REST endpoints.

5.1 Update Ticket Status Endpoint

Purpose:

Allow FootfallCam to update ServiceNow ticket status.

Example payload:

{
"u_number":"INC0053775",
"u_state":"closed",
"u_resolution_code":"Propose to Close - No Issue Found",
"u_resolution_notes":"Testing Resolution"
}

5.2 Add Ticket Comment Endpoint

Purpose:

Allow FootfallCam to add comments into ServiceNow.

Example:

{
"u_number":"INC0053775",
"u_comments":"Adding Comments"
}

5.3 Attachment Upload Endpoint

Purpose:

Allow FootfallCam to send attachments.

Payload format: multipart/form-data

Example :

{
"u_number":"INC0000001",
"u_attachment_data":"base64 encoded data",
"u_attachment_type":"image/png",
"u_attachment_name":"testing.png"
}

6. Category Mapping Preparation

Customer needs to confirm the mapping between ServiceNow categories and FootfallCam categories.

Example:

7. Stage Code Mapping

Customer needs to configure ServiceNow resolution values with FootfallCam resolution codes.

8. Integration Testing Checklist

Before going live, customer should perform the following tests.

Ticket Creation

☐ Create a ServiceNow incident
☐ Verify ticket is created in FootfallCam
☐ Verify ticket reference ID mapping

Ticket Update

☐ Update ticket status in ServiceNow
☐ Verify FootfallCam ticket status is updated

Comment Synchronization

☐ Add comment in ServiceNow
☐ Verify comment appears in FootfallCam

☐ Add comment in FootfallCam
☐ Verify comment appears in ServiceNow

Attachment Synchronization

☐ Upload attachment in ServiceNow
☐ Verify attachment appears in FootfallCam

☐ Upload attachment in FootfallCam
☐ Verify attachment appears in ServiceNow

9. Information Required from Customer Before Development Starts

Please provide:

To ensure a smooth integration, we will require some technical information and configuration details from your ServiceNow environment.

A technical discussion session will be arranged between the FootfallCam and customer technical teams to review and finalize the required field/column mappings, including:

• ServiceNow incident fields mapping to FootfallCam ticket fields
• Ticket reference ID synchronization
• Category mapping
• Ticket status mapping
• Stage code mapping
• Comment/message synchronization
• Attachment handling requirements

During the session, both teams will confirm the required fields, data format, and integration flow before development begins.

ServiceNow-Integration-Configuration-Form