After clicking the 'Messages' icon, you will see the following screen (note: the previously configured message is visible in the list):

Click New.

New Message Modal

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

Your CreateIncident New Message modal should look like this:

Submit and view to further configure the Message.

Response Fields

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:

Navigate to Message > Bond.

Bond Fields

The Bond fields to be configured are as follows:

*These fields are automatically populated.

Your Bond form should look like this:

Navigate to Outbound > Trigger.

Outbound Trigger Fields

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

Your Outbound Trigger form should look like this:

Navigate to Outbound > Settings.

Outbound Settings Fields

The Outbound Settings fields to be configured are as follows:

Your Outbound Settings form should look like this:

Click Save.

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

Copy Field Maps

The Field Map we shall use for our CreateIncidentResponse Field record is:

• Source Reference

To copy the Source Reference Field Map, navigate to the 'Field Maps' icon.

Click on the ellipsis to the right of the Source Reference Field Map & click Copy.

Copy Field Map Modal

The fields to edit for the Copy Field Map modal are as follows:

Your Copy Field Map modal should look like this:

Click Copy.

You will be redirected to the Details page of the newly created Field Map.

Field: result.sys_id

In Unifi Integration Designer, from the CreateIncidentResponse page, navigate to Message > Fields. Click New.

The fields to be configured for the sys_id New Field modal are as follows:

*These fields are automatically defaulted to true, or automatically populated.

**Field map: Value may vary. Choose the copy Field Map you created for your Integration.

The 'result.sys_id' New Field modal should look like this:

Submit the record.

You will be redirected back to the Fields page of the CreateIncidentResponse Message.

Build

Now that we’ve configured the Field records for the CreateIncidentResponse message, we are ready to build our message scripts.

The following Field record should now be in place for your CreateIncidentResponse messsage:

Navigate to Advanced > Script Editor.

When you first open the Script Editor, you will see the following:

Click on Build Message.

You will see the 'Message build successful' Info Message.

Your Script Editor fields should now look like this:

You can click View to adjust the layout and change the view to show various combinations of, or individual script fields.

Message Scripts

//===== [ws] Begin Unifi Auto Generated Code =====//

/*
 * This code (between the Begin and End comments) is generated from the
 * Field and Field mapping records which are configured as part of the integration.
 *
 * All code either above or below the comments will be automatically maintained
 * through the build cycle.
 *
 * WARNING: Do not edit the Begin or End comments.
 */

(New auto-generated code will appear here)

//===== [ws] End Unifi Auto Generated Code =====//

(Old pre-existing code will appear here)

We will now examine our new, auto-generated Message Script.

Payload to Stage:

//===== [ws] Begin Unifi Auto Generated Code =====//

/*
 * This code (between the Begin and End comments) is generated from the
 * Field and Field mapping records which are configured as part of the integration.
 *
 * All code either above or below the comments will be automatically maintained
 * through the build cycle.
 *
 * WARNING: Do not edit the Begin or End comments.
 */

x_snd_eb.ws_console.checkpoint("MessageScript")

x_snd_eb.ws_console.execute("Mapping result.sys_id [x_snd_eb_field.do?sys_id=a163e73e1b11b81090dfdb9ebd4bcbdc]", function () {
  log.debug("Field map: PI - Source Reference [x_snd_eb_field_map.do?sys_id=eca02f3e1b11b81090dfdb9ebd4bcb63]");
  payload = payload || {};
  payload.result = payload.result || {};
  var $payload = payload.result;
  
  stage.external_reference = '' + ($payload.sys_id || '');

});

var error = x_snd_eb.ws_console.findCheckpointError("MessageScript");
if (error) throw error.message;

//===== [ws] End Unifi Auto Generated Code =====//

Once you have finished examining the code, click 'Close' to navigate back to the Fields page of the CreateIncidentResponse Message.

Next, we will configure the CreateIncident Message.

New Message Modal

In Unifi Integration Designer, navigate to the 'Messages' icon. Click New.

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

Your CreateIncidentResponse New Message modal should look like this:

Click Submit and view to further configure the Message.

Bond Fields

Navigate to Message > Bond.

The Bond fields to be configured are as follows:

Your Bond form should look like this:

Click Save.

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

The Messages we shall be configuring for the Create Scenario are:

1. CreateIncidentResponse

2. CreateIncident

We will define which Field records require configuring for each of those Messages at the appropriate time.

The scenario will need to be successfully tested before we can say it is complete.

We shall look in detail at each of the Messages and their respective Fields in turn over the next few pages, before moving on to Test.

Business Rule

In native ServiceNow, navigate to System Definition > Busines Rules. Find and navigate to the automatically generated Business Rule.

The top section of your Business Rule record should look like this:

When to run Fields

Your 'When to run' tab should look like this:

Advanced Fields

The code in the script field should look like this:

Your 'Advanced' tab should look like this:

We have confirmed the main elements are in place for our Integration to work. We are now ready to Test our CreateIncident Message.

Fields & Field Maps

Depending on your requirements, you will need to create Field records for each of the relevant Incident record field elements (see the table below for an example). For the sake of brevity, this Guide will focus on a select few. If you wish, however, you are free to continue & configure the remaining Field records. The table below lists an example of the Incident record field elements you may wish to map and the relevant Field Maps required to configure each Field record. For a fuller definition of available Field Maps, please see the relevant page in our .

The Field records we will focus on will be for Caller (String), Short description (String) and State (Choice).

Copy Field Maps

If you haven't already, you will need to copy the relevant additional Field Maps for the CreateIncident Field records as follows:

• String

• Choice

Field: incident.caller_id

In Unifi Integration Designer, from the CreateIncident page, navigate to Message > Fields. Click New.

The fields to be configured for the 'incident.caller_id' New Field modal are as follows:

*These fields are automatically defaulted to true, or automatically populated.

**Field map: Value may vary. Choose the copy Field Map you created for your Integration.

Your 'incident.caller_id' New Field modal should look like this:

Submit the record.

You will be redirected back to the Fields page of the CreateIncident Message.

Field: incident.short_description

Click the ellipsis next to the incident.caller_id Field record & click Copy.

The fields to edit for the Copy Field modal are as follows:

*This field is automatically populated.

Your Copy Field modal should look like this:

Click Copy.

You will be redirected to the Details page of the newly created incident.short_description Field record.

The following info message is also displayed (which can be closed):

Field: incident.state

Field records can exist at both the Integration and the Message level (a Field record exists at the Integration level if it isn't linked to a Message i.e. the 'Message' field element is left blank). We noted previously that an Integration level Field record is automatically created when we create one at the Message level. We will utilise and configure both when mapping 'incident.state'.

The 'incident.state' Field record is a Choice 'type' Field. These are used when you’re mapping choice field elements with static values that don't change per Message (e.g. State, Impact, Urgency) i.e. you're not going to have one set of choices/values for create and another for update.

Rather than configure choices for each Message, configure choices once at the Integration level. This means we only need define them once. The Field Map will take care of it and any 'incident.state' Field records that are set at the Message level (i.e. with a value in the 'Message' field) would use the choices configured at the Integration level.

We'll first configure the Message level Field and then move on to configure the choices on its Integration level counterpart.

Field: incident.state (Message level)

To quickly navigate to the CreateIncident Message from the Details page of the newly created incident.short_description Field record...

...click the 'Preview' icon to the left of the Message field.

From the CreatIncident Message, navigate to Message > Fields. Click New.

The fields to be configured for our 'incident.state' (Message level) New Field modal are as follows:

*These fields are automatically defaulted to true, or automatically populated.

**Field map: Value may vary. Choose the copy Field Map you created for your Integration.

Your 'incident.state' (Message level) New Field modal should look like this:

Submit the record.

You will be redirected back to the Fields page of the CreateIncident Message.

Field: incident.state (Integration level)

Navigate to the 'Fields' icon to open the Fields page.

Click to open the incident.state (Integration level) Field record (the one where Message is empty).

The incident.state Field record opens to the Details page.

Navigate to Field > Field Choices.

Click Generate field choices.

Click Generate on the 'Generate field choices' modal which displays.

The Field Choices are generated & now visible in the list.

At this stage, you could carry on and configure the remaining Field records for the rest of the Incident fields (as per the table at the top of this section). However, we will now run the Build process to auto-generate our Message Scripts.

Build

Now that we’ve configured the Field records for the CreateIncident message, we are ready to build our message scripts.

From the CreateIncident Message, navigate to Message > Fields.

The following Field records should now be in place for your CreateIncident messsage:

Click on Build Message.

You will see the 'Message build successful' Info Message.

Navigate to Advanced > Script Editor to view the auto-generated code.

Your Script Editor fields should look like this:

Message Scripts

We will now examine our new, auto-generated Message Scripts.

Source to Stage:

Stage to Request:

We are now ready to Test our CreateIncident Message.

Before we do, let's view the Trigger which Unifi automatically created when we ran 'Build Message'.

Create an Incident

Navigate to Incident > Create New.

The Incident fields to configure are as follows:

Your Incident form should look like this:

Right-click & Save.

Note the values entered (including State & Priority), so that you can check them against the mapped fields on the corresponding record in the instance being integrated to.

You should see an Info Message, confirming the CreateIncident Message is being sent to your Integration:

You should also see a note in the Activities stream:

When you scroll down to the 'Unifi Integrations' related list (you may have to configure the related lists to add it to your Incident form), notice:

A Bond has been created. The State remains 'Pending' until the list is refreshed.

Refresh the list by clicking Bonds.

You should see the External reference populated & the State changed to 'Open':

Click the Bond Number link to open the Bond record.

View the Bond

Your Bond record should look like this:

Bond details:

• Integration: < Your Integration >

• Connection: < Your Connection >

• Table: 'Incident [incident]'

• Document: < Your Incident >

• State: 'Open' (Message exchange is available)

• Status: 'OK' (All transactions have completed)

• Internal reference: < ServiceNow ticket reference > (Same as 'Document')

• External reference: < External system's ticket reference >

Transaction:

• Message: 'Createincident'

• Direction: 'Outbound'

• Transaction state: 'Complete' (The data has been successfully transported)

• Process state: 'Accepted' (The transaction was accepted as within the scope of the business logic that's in place)

Transaction process next queued: Logs from checking whether there are any other transactions queued and processing those.

Transaction sending: Logs from taking the Stage data, building the Request record & sending the Request to the integrated system.

Business rule: < Your Trigger >: Logs from the Business Rule that triggers Unifi.

View the Transaction

Click through to the Transaction record from the related list on the Bond.

Your Transaction record should look like this:

Transaction details:

• Table: 'Incident [incident]'

• Document: < Your Incident >

• Integration: < Your Integration >

• Connection: < Your Connection >

• Bond: < Your Bond >

• Message: 'CreateIncident'

• Direction: 'Outbound'

• Transaction state: 'Complete' (The data has been successfully transported)

• Process state: 'Accepted' (The transaction was accepted as within the scope of the business logic that's in place)

Errors:

• Error: (If there was a transactional error the Transaction state would show as 'Error' and the details would be captured here).

• Process error: (If there was a process error the Process state would show as 'Rejected' and the details would be captured here)

Stage:

• Direction: 'Outbound'

• Message: 'CreateIncident'

• Internal reference: < ServiceNow ticket reference > (Same as 'Document')

• External reference: < External system's ticket reference >

View the Stage

Click through to the Stage record from the related list on the Transaction.

Check the values in the fields match what you expect.

Your Stage record should look like this:

Stage details:

• Direction: 'Outbound'

• External reference: < External system's ticket reference >

• Internal reference: < ServiceNow ticket reference >

• Snapshot: < Snapshot record reference >

• Message: 'CreateIncident'

• Transaction: < Your Transaction >

• Integration: < Your Integration >

Mapped Staged Data fields (yours may differ depending on which Field records you created):

• Caller ID: < Your caller.id >

• Short description: < Your Short description >

• State: '1'

View the HTTP Request

Click through to the HTTP Request record from the related list on the Transaction.

Your HTTP Request record should look like this:

HTTP Request details:

• Integration: < Your Integration >

• Connection: < Your Connection >

• Transaction: < Your Transaction >

• Message: 'CreateIncident'

• Direction: 'Outbound'

• Request state: 'OK' (There are no errors with the HTTP Request.)

• Attempt number: < Number of HTTP Request attempts > (Failed requests are retried up to the maximum attempts number as configured on the Integration.)

• Endpoint URL: < The external system’s access URL >

• Action Method: 'POST'

• Request headers: < The header of the request being sent >

• Request payload: < The payload of the request being sent >

Response details:

• Status code: '200'

• Response headers: < The header of the response being received >

• Response payload: < The payload of the response being received >

Compare with the External System's Incident

Navigate to the corresponding Incident in the external system.

Check the values in the fields match those you noted when you saved the Incident in the internal system.

Your external system's Incident record should look like this (depending on the system you're integrating with, your record may look different; the important matter is that the values match):

Caller: < Your Caller >

State: < Your State >

Short description: < Your Short description >

Activities: < Note showing activity on the Incident > (Opened by < your.external.system.user > configured in the Connection)

We are now ready to move on to the Update Scenario.