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About
**SUMMARY** :
The BT Digital Services app integrates our partner's ServiceNow instance with BT and provides our partners with a catalogue of automated Service requests for their managed services stack. The Service requests are implemented/fulfilled in near real-time by BT's automation engines and tickets closed in a matter of minutes as compared to days or hours it used to take until now.
BT Digital Services app also provides seamless integration into BT for Incident Management from our partners ServiceNow instances.
**HOW DOES IT WORK?**
The BT App is designed and developed to have all the functionality required which otherwise our partners would need to have custom developed to integrate with BT like Incident Management integration with field mapping, payload creation, invoke API's and manage the like cycle of the tickets. The app also builds a catalogue of automated simple service requests that is unique and created as per the requirements of each of our partners dynamically.
The app uses BT's REST API's that are hosted on BT's API Gateway and is preconfigured with all the BT API's to invoke. It is a scoped app that does not interfere with the global functionality of our partner's ServiceNow instance or even the other apps installed in our partner's ServiceNow instance. It is a simple plug-and-play app which out of the box provides a simple way to integrate with BT without having to do any development by any of our partners.
**FEATURES :**
1. Provides a catalogue of automated simple service requests out of the box.
2. Provides integration to BT for Incident management and automated Simple service requests.
3. Supports OAuth2.0, basic and mutual authentication.
4. Service requests could be integrated either at RITM or SCTASK.
5. Incidents could be integrated either at incident or INCTASK.
6. Configuration done by the simple guided setup process.
7. Extensive configurations available for Incident filed mappings along with priority and state mappings between BT and our Partners.
8. Supports both reactive and proactive incidents i.e tickets could be sent from Partner to BT and vice versa.
9. App sends proactive notifications to BT and configured emails of partners in case of any failures.
10. Easy extensibility with any custom flows from our partner's instance like approval flow or CR creation flow etc ..
Key Features
**FEATURES :**
1. Provides a catalogue of automated simple service requests out of the box.
2. Provides integration to BT for Incident management, Complex Service Requests and automated Simple service requests.
3. Supports OAuth2.0, basic and mutual authentication.
4. Service requests could be integrated either at RITM or SCTASK.
5. Incidents could be integrated either at Incident or INCTASK.
6. Configuration done by simple guided setup process.
7. Extensive configurations available for Incident filed mappings along with priority and state mappings between BT and our Partners.
8. Supports both reactive and proactive incidents i.e tickets could be sent from Partner to BT and vice versa.
9. App sends proactive notifications to BT and configured email of partners in case of any failures.
10. Easy extensibility with any custom flows from our partners instance like approval flow or CR creation flow etc.
11. Enhanced the application to support inventory between two ServiceNow instances
12. Enhanced the app to synchronize the service request catalogue between two servicenow instances