Update The Incident

  • Navigate to < Your Incident > created in the previous test.

Your Incident record should look like this:

Update Work Notes

  1. Enter < Your Work notes > in the ‘Work notes’ field.
  2. Click ‘Post.’

The following activities are added to the ‘Notes’ tab (confirming sending the UpdateIncident Message to your integration):

Work Note Activities

View the Bond

  • Click through to the Bond record from the related list on the Incident.

Your Bond record should have been updated as follows:

Bond Update

  1. History:
    • < History updated on the Bond > (Sending UpdateIncident…)
  2. Transaction:
    • Message: ‘Updateincident’
    • Direction: ‘Outbound’
    • Transaction state: ‘Complete’ (The data has been successfully transported)
    • Process state: ‘Accepted’ (The transaction was accepted as within the scope of the business logic that’s in place)

View the Transaction

  • Click through to the Transaction record from the related list on the Bond.

Your Transaction record should look like this:

Update Transaction

  1. Transaction details:
    • Table: ‘Incident [incident]’
    • Document: < Your Incident >
    • Integration: < Your Integration >
    • Bond: < Your Bond >
    • Message: ‘UpdateIncident’
    • Direction: ‘Outbound’
    • Transaction state: ‘Complete’ (The data has been successfully transported)
    • Process state: ‘Accepted’ (The transaction was accepted as within the scope of the business logic that’s in place)
  2. Errors:
    • Error: (If there was a transactional error the Transaction state would show as ‘Error’ and the details would be captured here).
    • Process error: (If there was a process error the Process state would show as ‘Rejected’ and the details would be captured here)
  3. Stage:
    • Direction: ‘Outbound’
    • Message: ‘UpdateIncident’
    • Internal reference: < ServiceNow ticket reference > (Same as ‘Document’)
    • External reference: < External system’s ticket reference >

View the Stage

  • Click through to the Stage record from the related list on the Transaction.
  • Check the values in the fields match what you expect.

Your Stage record should look like this:

Stage Update

  1. Stage details:
    • Direction: ‘Outbound’
    • External reference: < External system’s ticket reference >
    • Internal reference: < ServiceNow ticket reference >
    • Message: ‘UpdateIncident’
    • Transaction: < Your Transaction >
    • Integration: < Your Integration >
  2. Mapped stage fields:
    • Work notes: < Your Work note >

View the HTTP Request

  • Click through to the HTTP Request record from the related list on the Transaction.

Your HTTP Request record should look like this:

Update HTTP Request

  1. HTTP Request details:
    • Integration: < Your Integration >
    • Connection: < Your Connection >
    • Transaction: < Your Transaction >
    • Message: ‘UpdateIncident’
    • Direction: ‘Outbound’
    • Request state: ‘OK’ (There are no errors with the HTTP Request.)
    • Attempt number: < Number of HTTP Request attempts > (Failed requests are retried up to the maximum attempts number as configured on the *Integration*.)
    • Endpoint URL: < The external system’s access URL >
  2. Payload details:
    • Request payload: < The payload of the request being sent >
    • Response payload: < The payload of the response being received >

Compare with the External System’s Incident

  • Navigate to the corresponding Incident in the external system.
  • Check the values in the fields match those you noted when you saved the Incident in the internal system.

Your external system’s Incident record should look like this (depending on the system you’re integrating with, your record may look different; the important matter is that the values match):

External System Incident Updated

  1. Activities: < Your Work note > (added by < your.external.system.user >)

Challenge

  • Repeat the steps above - this time placing a check in the ‘Additional comments (Customer visible)’ checkbox.
  • What do you expect to happen?