When you synchronize data from the Incident table in ServiceNow to the Case object in Salesforce, create a field of String data type to store the CaseID of the case records from Salesforce. Perform the following tasks:

Open an incident record. Right-click the Incident table on the top-left corner.



Click

Configure

from the menu and then click the

Form

layout.

Enter the details required to create and add a custom field SFDC_CaseID to store values of the Salesforce CaseID.

Add the CaseID field to the

Selected

list and

Save

.

When you perform an operation to write records from ServiceNow to Salesforce, you must consider the following rules and guidelines:

Map sys_id of ServiceNow to Incident_SysID of Salesforce. Make sure you do not map the Salesforce CaseID.
Create a custom field Incident_SysID of String data type in Salesforce to store sys_id of Incident records of ServiceNow.

During an update or delete operation from ServiceNow to Salesforce, you must map u_SFDC_CaseID of ServiceNow to CaseID of Salesforce. When you perform an updated or delete operation from Salesforce to ServiceNow, you must map Incident_SysID of Salesforce to sys_id of ServiceNow.