Field: message.message_header

From the UpdateIncident Message, navigate to Message > Fields.

Your UpdateIncident Fields page should look like this:

Find the message.message_header (Integration level) Field & set Active to true.

As before, by setting the Active flag to true on the Integration level Field record listed on the Message, Unifi has automatically created the Message level counterpart.

Field: incident.short_description

Your UpdateIncident Fields page should look like this:

Find the incident.short_description (Integration level) Field & set Active to true.

We will now configure Field records for two other Incident record field elements.

Fields & Field Maps

As with the CreateIncident Message and depending on your requirements, you will need to create Field records for each of the relevant Incident record field elements (see the table in Fields & Field Maps on the 'CreateIncident Fields' page for an example). For the sake of brevity, this Guide will focus on two of those. If you wish, however, you are free to configure other Field records as required.

The table below lists the Incident record field elements we will map and the relevant Field Maps required to configure each Field record.

Copy Field Maps

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

• Journal field

See Copy Field Maps (on the 'CreateIncidentReceipt Fields' page) for details.

Field: incident.comments

From the UpdateIncident Message, navigaate to Message > Fields & click New.

The fields to be configured for our incident.comments 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.comments' New Field modal should look like this:

Submit the record.

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

Field: incident.work_notes

Click the ellipsis next to the incident.comments 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.work_notes Field record.

Build

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

To quickly navigate to the UpdateIncident Message from the Details page of the newly created incident.work_notes Field record…

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

From the UpdateIncident message, navigate to Message > Fields.

The following Field records should now be in place for your UpdateIncident 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

//===== [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 are now ready to Test our UpdateIncident Message.

Again, after clicking the 'Messages' icon, you are directed to the following screen (note: the four previously configured messages are now visible in the list):

Click New.

New Message Modal

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

Your UpdateIncident 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:

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

!current.state.changes()

Your Outbound Trigger form should look like this:

Navigate to Inbound > Settings.

Inbound Settings Fields

The Inbound Settings fields to be configured are as follows:

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:

Click Save.

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

The Messages we shall be configuring for our Update Scenario are:

1. Receipt

2. UpdateIncident

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.

Update the Incident

Navigate to < Your Incident > created in the previous test.

Your Incident record should look like this:

Enter < Your Work notes > in the 'Work notes' field.

Click Post.

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

The Work note is added to the Activities stream on the 'Notes' tab:

View the Bond

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

Your Bond record should have been updated as follows:

Transaction:

• Message: 'Updateincident'

• 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)

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: 'UpdateIncident'

• 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)

Stages:

• Direction: 'Outbound' & 'Inbound'

• Message: 'UpdateIncident' & 'Receipt'

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

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

View the Stage

Click through to the Outbound Stage record from the related list on the Transaction. (If you wish, you could also do the same for the Inbound Stage record.)

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: 'UpdateIncident'

• Transaction: < Your Transaction >

• Integration: < Your Integration >

Mapped Staged Data fields:

• work_notes: < Your Work note >

View the HTTP Request

Click through to the Outbound HTTP Request record from the related list on the Transaction. (If you wish, you could also do the same for the Inbound HTTP Request record.)

Your HTTP Request record should look like this:

HTTP Request details:

• Integration: < Your Integration >

• Connection: < Your Connection >

• Transaction: < Your Transaction >

• Message: 'UpdateIncident'

• 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):

Activities: < Your Work note > (added by < your.external.system.user >)

Challenge

• Repeat the steps above - this time placing a check in the 'Additional comments (Customer visible)' checkbox.

• What do you expect to happen?

We are now ready to move to the Resolve Scenario.

Again, after clicking the 'Messages' icon, you are directed to the following screen (note: the three previously configured messages are now visible in the list):

Click on the ellipsis to the right of the CreateIncidentReceipt Message & click Copy.

Copy Message Modal

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

Your Copy Message modal should look like this:

Click Copy.

You will be redirected to the Details page of the newly created Receipt Message.

Bond Fields

Navigate to Message > Bond.

The Bond fields to be edited are as follows:

Your Bond form should look like this:

Click Save.

Click Build Message.

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

Click the 'Messages' icon to move on & configure the UpdateIncident Message.