Enterprise use case · CRMConnect + ServiceNow + Microsoft 365
CRMConnect ticket escalation
Client tickets needing other teams are forwarded by email. CRMConnect tickets that need IT or operations become owned ServiceNow cases.
Systems involved
What each system contributes
69 actions
- Tickets5
- Clients4
- Contacts5
CRMConnect has no trigger source, so a schedule, HTTP poll or webhook starts the run. Operations outside the listed CRMConnect groups use its API or Rules + Code.
Architecture
One governed run
How it starts: A schedule or HTTP poll reads CRMConnect. A ServiceNow change carries status back.
Step by step
How the process runs
- 01
Ticket
CRMConnect tickets, clients and contacts are read.
- 02
Escalate
Rules + Code applies escalation criteria.
- 03
Case
A ServiceNow ticket or incident is opened and the owner notified in Teams or email.
- 04
Resolve
Resolution updates the CRMConnect ticket.
Control
Human decision and exception path
Human decision
A service lead approves escalations outside the criteria.
Exception path
- Duplicates link to the existing case.
- Stale cases re-escalate.
- API errors are retried.
Evidence
What gets audited
- Ticket.
- Escalation decision.
- Case and owner.
- Resolution.
Nexus runs on premises, in private or sovereign cloud, or air-gapped. Credentials stay in the vault, roles decide who can approve, and the execution record stays inside your deployment boundary.
Sovereignty and deploymentRelated
Patterns, connectors and next steps
- ServiceNow-Jira integration
Integration pattern · Incidents and changes reach engineering with context, and status returns to service.
- CRMConnect connector
69 pre-built actions
- ServiceNow connector
55 pre-built actions
- Microsoft 365 connector
45 pre-built actions
- Enterprise automation
Governed processes across the systems you already run.
- Order to cash across CRM, ERP and billing
Another enterprise use case.
FAQ
Questions about this use case
- Does Nexus replace any of these systems?
- No. Each system keeps its own records. Nexus runs the process between them and records each decision.
- How does the run start?
- A schedule or HTTP poll reads CRMConnect. A ServiceNow change carries status back.
- What if a step is not covered by a pre-built action?
- CRMConnect has no trigger source, so a schedule, HTTP poll or webhook starts the run. Operations outside the listed CRMConnect groups use its API or Rules + Code.
Use case review
Discuss this use case
Bring your version of the process. We will map the systems, approvals and evidence it needs.