The CreateIncident Message will create a ticket on the target table of the integrated system.
After clicking the 'Messages' icon, you will see the following screen (note: the previously configured message is visible in the list):
1) Click New.
The fields to be configured for the CreateIncident New Message modal are as follows:
Your CreateIncident New Message modal should look like this:
5) Submit and view to further configure the Message.
Navigate to Message > Response.
The Response fields to be configured are as follows:
*This field is automatically defaulted to true.
Your Response form should look like this:
8) Navigate to Message > Bond.
The Bond fields to be configured are as follows:
*These fields are automatically populated.
Your Bond form should look like this:
10) Navigate to Outbound > Trigger.
The Outbound Trigger fields to be configured (as required)* are as follows:
*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.
Your Outbound Trigger form should look like this:
12) Navigate to Outbound > Settings.
The Outbound Settings fields to be configured are as follows:
Your Outbound Settings form should look like this:
14) Click Save.
We are now ready to configure the Fields for our CreateIncident Message.
#
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.
'Outbound'
#
Field
Description
Value
6
Response
The immediate synchronous response to this message.
<lookup: 'CreateIncidentResponse'>
7*
Async
Turn this option on if you want inbound processing to occur asynchronously or this message is the first of an asynchronous message pair.
<false>
#
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>
#
Field
Description
Value
11
Outbound condition*
The condition that the ServiceNow record must meet to trigger this message being processed.
<Your condition> e.g. 'Short description contains Starter'
#
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'
