Test ResolveIncidentInbound
Follow these instructions to test the ResolveIncidentInbound Message.
Last updated
Follow these instructions to test the ResolveIncidentInbound Message.
Last updated
In the remote instance (your PDI), navigate to one of < Your Incidents > updated in the earlier test.
Update the Incident record as follows:
# | Field | Description | Value |
1 | State | The Incident lifecycle state. | ‘Resolved’ |
2 | Resolution code | The Incident resolution code. | <Your Resolution code> |
3 | Resolution notes | The Incident resolution notes. | <Your Resolution notes> |
Your Incident record should look like this:
4) Right-click & Save.
Back in the originating instance, navigate to & open < Your Parent Poller >. Click Execute Now.
Open the corresponding Child Poll Request & confirm that the Incident was found (and the Message name was ResolveIncidentInbound) & Notice the incident_id passed in as a parameter:
View the Transactions that have been sent. This can be done either in Native ServiceNow, or in Unifi Operations Manager.
Navigate to Unifi > Transport > Transactions.
We can see that the ResolveIncidentInbound message has been received, is Complete & Accepted and displays the relevant Incident & Bond numbers.
Confirm the Transaction has updated the bonded ticket in the originating instance:
We can see that the State, Resolution code & Resolution notes have been updated on the bonded ticket.
Navigate to the Notes tab to view the Activities stream:
We can see that the update has also been logged in the Activities stream.
