ServiceNow & n8n Integration: VIP Lead Escalation

This project demonstrates a Low-Code Automation Workflow designed to bridge the gap between Marketing Operations (CRM) and IT Service Management (ServiceNow).

🎯 Business Problem

High-value clients often report critical issues via marketing forms (HubSpot/Pipedrive) rather than the official Support Portal. These emails often get lost in the Sales inbox, leading to delayed response times and SLA breaches.

🛠️ The Solution

I architected an automated workflow using n8n that listens for incoming high-priority leads and instantly creates a tracked Incident in ServiceNow.

Tech Stack

• ServiceNow REST Table API: For creating Incident records (incident table).
• n8n (Workflow Automation): To orchestrate the logic.
• JSON/Webhooks: To parse the incoming data payload.

Workflow Logic

1. Webhook Trigger: Receives payload from CRM form submission.
2. Condition Logic: Checks if priority == 'high'.
3. API Action:
   • POST to https://instance.service-now.com/api/now/table/incident
   • Maps email -> caller_id
   • Maps message -> short_description
   • Sets urgency -> 1 (Critical)
4. Slack Notification: Alerts the Account Manager instantly.

🚀 How to Use

Import the workflow.json file directly into your n8n instance to see the node configuration.