You can integrate tasks between a ServiceNow instance with your customer's instance by using a Transform Framework to transform the remote task data in the Service Bridge application.

As a provider, you can use a Transform Framework to transform your inbound and outbound data (such as incidents, cases, and service requests) of the remote tasks between your ServiceNow instance and your customer's instance. To learn what a remote task is, see Remote tasks to fulfill customer requests (legacy).

While using the Service Bridge application, you and your customer exchange the remote tasks data through tables, forms, and fields. The Transform Framework helps you to convert the data between those tables, forms, and fields so that you and your customer can easily communicate with each other while resolving the incidents, cases, and customer requests.

You can use two transform types in the Transform Framework for your remote tasks:
  1. Simple: You choose a simple transform where you use the predefined values of the inbound and outbound fields for your remote tasks. For example, by using this transform type, you’re converting the Open state of an incident in the provider's ServiceNow® instance to the In Progress state in the customer's ServiceNow® instance.
  2. Advanced: You use an advanced transform where you run a script to determine the values of the inbound and outbound data for your remote tasks. For example, you use this transform type when you’re converting an incoming sys_id into a correlated sys_id for a reference field.

To learn how to create a transform, see Create a transform in Service Bridge for Providers (legacy).