Data Exchange between IVM and ServiceNow

The data exported from ServiceNow to MyPass IVM at the start of a helpdesk interaction are the username of the caller and the ticket number.

After the ticket is completed or stopped for any reason in MyPass the ticket information is sent back to ServiceNow. The information exchange between MyPass and ServiceNow includes the state, description, resolution code, description, and assignee details.

Note: It is a requirement that all users in ServiceNow can also be found in the Active Directory that MyPass Cloud is integrated into. This is to ensure that an username passed from ServiceNow can be resolved to an Active Directory user.