CreateIncident Message

The CreateIncident Message will create a ticket on the target table of the integrated system.

As previous, after clicking the 'Messages' icon, you will see the following screen (note: both the previously configured messages are now visible in the list):

1) Click New.

New Message Modal

The fields to be configured for the CreateIncident New Message modal are as follows:

#	Field	Description	Value
2	Message name	The message name that is unique for this integration.	'CreateIncident'
3	Type	The primary purpose of the message.	'Create'
4	Direction	The direction(s) this message is configured to support.	'Bidirectional'

Your CreateIncident New Message modal should look like this:

5) Submit and view to further configure the Message.

Response Fields

Navigate to Message > Response.

The Response fields to be configured are as follows:

#	Field	Description	Value
6	Response	The immediate synchronous response to this message.	<lookup: 'Response'>
*	Async	Turn this option on if you want inbound processing to occur asynchronously or this message is the first of an asyncronous message pair.	<true>
7	Async receipt	The asynchronous receipt to this message.	<lookup: 'CreateIncidentReceipt'>

*This field is automatically defaulted to true.

Your Response form should look like this:

8) Navigate to Message > Bond.

Bond Fields

The Bond fields to be configured are as follows:

#	Field	Description	Value
*	Bond ownership	Determine if the sender should own the bond or not in order for this message to be processed? Use 'Ignore' to process regardless of the owner flag. (Choices: Ignore, Must own, Must not own.)	'Ignore'
*	Bond condition type	The type of conditional check made on the bond. (None: no checks are made. State: checks against the state are made using the conditional checkboxes. Scripted: the 'Bond condition' script is used.)	'State'
9	Bond new	Process this message when a new bond is required.	<true>

*These fields are automatically populated.

Your Bond form should look like this:

10) Navigate to Outbound > Trigger.

Outbound Trigger Fields

The Outbound Trigger fields to be configured (as required)* are as follows:

#	Field	Description	Value
11	Outbound condition*	The condition that the ServiceNow record must meet to trigger this message being processed.	Update the Outbound condition script field with the code below

*Outbound condition (as required):

It is not necessary for you to enter a condition. The value given is an example. You may create any condition (or not) to align with your business process requirements.

The code in the 'Outbound condition' script field should look like this:

current.assignment_group && String(current.assignment_group.u_unifi_integrations).indexOf(message.integration) != -1

This is an example of data-driving the trigger condition. This script checks whether the integration that this message belongs to is listed in a custom field on the assignment group which references the integration.

Your Outbound Trigger form should look like this:

12) Navigate to Outbound > Settings.

Outbound Settings Fields

The Outbound Settings fields to be configured are as follows:

#	Field	Description	Value
13	Action method	The SOAP Action or the REST Method to use for this message. If this field is empty the SOAP Action will default to the message name and the REST Method will default to POST.	'POST'

Your Outbound Settings form should look like this:

14) Navigate to Inbound > Settings.

Inbound Settings Fields

The Inbound Settings fields to be configured are as follows:

#	Field	Description	Value
*	Bond reference method	Method of searching for and validating an existing bond for incoming messages.	'External'
15	Reference lookup script	The script containing functions for extracting internal and external references from the request payload.	Update the code in the Reference lookup script field so that it looks like the code below

*This field is automatically populated & not editable.

Bond reference method:

Internal - lookup using the internal reference only.

External - lookup using the external reference only.

Both - lookup using both the internal and external references.

Bond reference method: The perspective of the available choices is in relation to the receiving instance i.e. Internal (internal reference) means the bonded ticket in our instance and External (external reference) means the bonded ticket in their instance.

Primarily used in relation to create and update type messages, these settings define which values to lookup against to search for and validate whether or not a bond already exists.

In the case of a create type message, we use 'External' because there is not yet a bonded ticket in the receiving instance to reference (if we were to receive a create type message which referenced a bond that already existed it would be rejected because we don't want to create another bond for a record we've already seen ).

In the case of an update type message, we use 'Both' because it's a more accurate method of validating updates are being sent to/received from the correct bonded records.

The code in the 'Reference lookup script' field should look like this:

var answer = {};

answer.getExternalMessageID = function (payload, request) {
  return '' + (payload.message.source_id || '');
};

answer.getInternalMessageID = function (payload, request) {
  return '' + (payload.message.target_id || '');
};

Your Inbound Settings form should look like this:

16) Navigate to Advanced > Script Editor.

Script Editor Fields

As previously stated, as well as being the place where Bond state & ownership are set, the Scripts are where the request processing and data mapping occurs.

Click on View > Inbound.

The Script Editor fields to be configured are as follows:

#	Field	Description	Value
17	Stage to Target (Inbound)	The script to run.	Replace the commented out instructions with the following code: bond.setOpen();

Scripts

In the current release, there is no OOTB Field Map record with which we can set the state on the Bond. We shall, therefore, script that manually. For more information, see the 'Fields' & 'Field Maps' pages in our technical documentation.

The code in the 'Stage to Target' script field should look like this:

bond.setOpen();

Your Script Editor fields should now look like this:

18) Click Save.

19) Close the Script Editor to navigate back to the Message.

We are now ready to configure the Fields for our CreateIncident Message.