Resolve Test Incident

In the remote instance (your PDI), navigate to < Your Incident > created in the earlier test.

Update the Incident record as follows:

Your Incident record should look like this:

Right-click & Save.

Poll for Updates

Back in the originating instance, navigate to & open < Your 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.

Confirm the Transaction has updated the bonded ticket in the originating instance:

Navigate to the Notes tab to view the Activities stream:

It may help to turn off the Parent Update Poller we created (set Active to 'false') whilst conducting these tests and to manually execute it as required (this can still be done even if the Poller is inactive). This is so that we don't have to wait for the Poller to run, but rather manually activate it when needed by clicking 'Execute Now'.

To turn off the Poller, in the Unifi Integration Designer window, navigate to the 'Pollers' icon & set Active to false.

Our Poll Processors have been configured to poll for updates from our PDI and make a decision, telling Unifi which Message to use to process that data. We will therefore test our Poller by means of testing both of the Update type inbound Messages on our Integration:

• UpdateIncidentInbound

• ResolveIncidentInbound

We will look in more detail at the steps for each over the next couple of pages.

First, we shall test the UpdateIncidentInbound Message.

To test our integration we will need some bonded tickets in the remote instance. If there aren't any already in place, then they'll need to be created.

Create Test Incidents

In native ServiceNow, navigate to Incident > Create New.

The Incident fields to configure are as follows:

Your Incident form should look like this:

Note the Info Message confirming the CreateIncident Message is being sent to your Integration.

Note the Bond is 'Open' and both the Internal & External reference are in place.

Update from Originating Instance

Update one of the bonded tickets in the originating instance to cause the UpdateIncident Message to fire:

View the Transactions that have been sent. This can be done either in Native ServiceNow, or in Unifi Operations Manager.

Confirm the Transaction has updated the bonded ticket in the remote instance:

Poll for Updates

In Unifi Integration Designer, click on the 'Pollers' icon. Navigate to & open < Your Parent Poller > (created earlier).

Click Execute Now:

In native ServiceNow, navigate to Unifi > Polling > Poll Requests. Click to Open & view the generated Poll Request. Confirm that no Incident was found (this is exactly as we expect because we are only polling for updates made by the remote instance):

Update from Remote Instance

in the remote instance, update two of the bonded tickets in turn.

Poll for Updates

Back in the originating instance, navigate to & open < Your Poller >. Click Execute Now.

Open the corresponding Parent Poll Request & confirm that both Incidents were found (and only those) and that subsequent child Poll Requests were also triggered:

Notice the Parent & Child Poll Requests:

Open each of the corresponding Child Poll Requests & confirm that the Message name was UpdateIncidentInbound.

View the Transactions that have been sent. This can be done either in Native ServiceNow, or in Unifi Operations Manager.

Confirm the Transactions have updated the bonded tickets in the originating instance.

Challenge

For completeness, to prove we are only querying and pulling back data from bonded records, update an incident in the remote system which isn't bonded (Correlation ID is empty) & run the Poller again.

What do you expect to happen?

Next, we shall test the ResolveIncidentInbound Message.