In Unifi Integration Designer, click on the 'Messages' icon & then New to begin configuring the Response Message.

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

Your Response New Message modal should look like this:

Click Submit.

You will be redirected to the Messages page. We need not configure our Response Message any further.

Next, we shall move on and configure the CreateIncidentReceipt Message.

You will have been redirected to the Messages page after submitting the Response Message. If navigating from elsewhere, click the 'Messages' icon and 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 CreateIncidentReceipt New Message modal are as follows:

Your CreateIncidentReceipt 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:

Your Response form should look like this:

Navigate to Message > Bond.

Bond Fields

The Bond fields to be configured are as follows:

Your Bond 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 CreateIncidentReceipt Message.

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

1. Response

2. CreateIncidentReceipt

3. 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.

Copy Field Maps

The Field Maps we shall use for our CreateIncidentReceipt Field records are:

• Message Header

• Receipt Status

To copy the Message Header Field Map, navigate to the 'Field Maps' icon.

Click on the ellipsis to the right of the Message Header Field Map & then click Copy.

Copy Field Map Modal

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

*This field is automatically populated.

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: message.message_header

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

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

Submit the record.

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

Field: message.transaction_details

Click New.

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

Submit the record.

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

Build

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

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

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

We are now ready to configure our CreateIncident Message.

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.

As previous, after clicking the 'Messages' icon, you will see the following screen (note: both the previously configured messages are now 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:

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

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:

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:

Your Inbound Settings form should look like this:

Click Save.

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

Because we have configured Unifi to connect to itself, we don't need to wait until we've connected to the external system before we test. We can test both sending and receiving Messages in the one instance. It goes without saying that these tests should be repeated once we have connected to the external instance.

To test, we will create an incident in our instance and then follow the data as it flows through the Unifi transport stack and on to the newly created ticket (whether that be in our instance, or in the external system we are integrating with).

Assignment Group

We have data-driven the trigger for our Create Message so that it fires when a ticket is assigned to an assignment group which has the integration referenced on it. In order to test then, we’ll need to add our integration to the Unifi Integrations field on the assignment group that triggers our incidents. We will create a new assignment group as an example.

In native ServiceNow, navigate to User Administration > Groups. Click New.

The Group fields to be configured are as follows:

Your Group record should look like this:

Submit the record.

Create an Incident

In native ServiceNow, 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), 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:

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 External reference is populated & the State has changed to 'Open'. Click the Bond Number link to open the Bond record.

Note: You may need to refresh the list by clicking the Bonds breadcrumb to view the changes.

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 ID: Internal system's unique Transaction identifier

• External Message ID: External system's unique Transaction identifier

• 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 receive message: Logs from processing the inbound asynchronous receipt.

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 triggered 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)

Stages:

• Direction: 'Outbound' & 'Inbound'

• Message: 'CreateIncident' & 'CreateIncidentReceipt'

• 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'

• 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 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.)

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)

Bond: Note that a bond exists in the external system in an 'Open' state and the 'Internal reference' & 'External reference' are reversed

We are now ready to move to the Update Scenario.

Field: message.message_header

It is now easier than ever to create a Message level Field record for its Integration level counterpart.

From the CreateIncident Message, navigate to Message > Fields.

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

By simply setting the Active flag to true on the Integration level Field record listed on the Message, Unifi has automatically created the Message level counterpart. The Integration level record still exists (and can be seen when you click on the ‘Fields’ icon to navigate to the Fields page), but is no longer visible in the list view on the Message because the Message level record has been created.)

We will now configure Field records for a select few Incident record field elements.

Fields & Field Maps

The Field records we will focus on will be for Caller (Reference), 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:

• Reference

• String

• Choice

Field: incident.caller_id

From the CreateIncident Message, 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 New.

The fields to be configured for the incident.short_description 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.short_description' 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

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 first 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 you 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)

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.

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 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'.