Hi I have done a deployment couple of years ago, how we have achieved it like this Service now can create a ticket if it receives an email, now what are all the information needed to create a request, we can prompt the user for his employee ID, the issue that he have for example 1 for laptop 2. for black berry and then the script searches the employee database and the script can create an email using create email step in UCCX editor, we will also be attaching user recorded wav file of problem description with this email. We can input from, to, and the recorded problem description and the body however the way you need it, we can also record the priority of the request in that email and can be send to the service now and service now then converts it to a ticket and places in an appropriate queue, FYI you need to know UCCX scripting really well to achieve this but its doable.
If service now needs to be open automatically on Finesse you need to create appropriate actions on workflow
