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ServiceNow eBonding spoke

ServiceNow eBonding spoke

The ServiceNow eBonding spoke demonstrates some common integration design patterns through a common use case of synchronizing incidents across ServiceNow instances.

Base system eBonding actions

If you have multiple production instances in your environment, you might have a need to synchronize data across these instances. For example, one instance might manage internal applications (your source system) and another manages external customer facing applications (your target system). A common use case is an incident which initially opens on the source system, but it requires a correlated incident to be created and tracked on the target instance. The ServiceNow eBonding integration contains the following OOB actions to assist in creating the synchronization:
Create Remote Incident action
This action uses the source system incident details to create a new incident on the target instance. It passes the source incident number as the Correlation ID on the target system. It takes the target system incident number and updates the Correlation ID of the source system.

Lookup Remote Incident action
This action takes the remote incident number as input and retrieves more details about that incident, such as: short description, description, priority, etc.
Update Remote Incident action
This action uses the source incident details to update the remote incident with details from source instance. Look up of remote incident is performed using Correlation ID in source instance’s incident.

Credential and Connection information for eBonding

When building actions, you must decouple the connection and credential information from the action so there is a seamless transition from distinct production environments. This also makes it easier to share content and create content through the ServiceNow store.

As part of eBonding example, you can associate an OOB connection alias (sn_ebonding_ah.ServiceNow). Create an HTTP connection record and associate it with this alias. For credentials, ServiceNow web services supports a multitude of authentication mechanisms. Create a BasicAuth credential to start with, however, that login ID must have permissions to create, read, and update an incident on your remote system. An example HTTP connection:

Additional eBonding Script

The Payloadbuilder script is included with this example. It builds a payload by reading a set of fields from an incident table used in the REST steps for these actions.

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