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.

New Integration

In the Unifi Integration Designer window, after clicking either on the '+' tile or 'New Integration', you are given a 'New Integration' modal to complete.

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

Your 'New Integration' modal should look like this:

Click Create.

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

Icons

The icons are:

a) 'Integration' icon: Opens the current integration's Details page.

b) 'Messages' icon: Opens the current integration's Messages page.

c) 'Fields' icon: Opens the current integration's Fields page.

d) 'Field Maps' icon: Opens the current integration's Field Maps page.

e) 'Documentation' icon: Opens the automatically generated documentation for the current integration. (Another awesome feature in Unifi.)

f) 'Connections' icon: Opens the current integration's Connections page.

Details

The Details page of your Integration form should look like this:

Navigate to Settings > Feedback.

Feedback Settings Fields

The Feedback fields to be configured for the Integration record are as follows:

The Feedback Settings fields should look like this:

Click Save.

Click the 'Connections' icon to move on and configure the Connection.

Unifi Integration Designer

From within native ServiceNow, open the Unifi Integration Designer portal by navigating to Unifi > Unifi Integration Designer.

Dashboard

You will be greeted with the following Dashboard (which opens in a new window):

Any existing Processes will be listed as tiles, showing the number of Active Integrations for each. The total number of Active Integrations is also shown on the Dashboard.

Hovering over the tile of an existing Process will display 'Show integrations'. Clicking it will take you to the Integrations page (for that Process).

If appropriate, you can either edit the Settings of, or add a New Integration to an existing Process by clicking the ellipsis (at the bottom right of the tile).

In the next section, we shall look at configuring the Process.

After submitting the 'Response' Message, you were redirected to the Messages page (note: the three 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:

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 UpdateIncident Message.

The first thing to do when creating a new integration is to assign it to its Process. For instance, a new Incident integration would be created within an Incident Process. If you do not yet have a Process defined, then you will need to create a new Process

From the Unifi Integration Designer Dashboard, click on New Process.

On the 'New Process' modal, the fields to be configured are as follows:

Your 'New Process' modal should look like this:

Click Create.

You will be redirected to your Process Dashboard:

Click either the '+' tile or 'New Integration' in preparation to configure the Integration.

Inbound User

Before configuring the Connection, you need to ensure you have a user in the instance to use as the Inbound user for the Integration. To configure your Inbound user:

In the native ServiceNow window, navigate to User Administration > Users. Click New.

The fields to be configured for the User record are as follows:

Connection

Click New.

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

Outbound Connectivity

The format of the Endpoint URL for the ServiceNow Table API is as follows:

https://<your_developer_instance>.service-now.com/api/now/table/<table_name>

Your New Connection modal should look like this:

Click 'Submit and view'.

Connection Details

The fields to be configured for the Details form are as follows:

Your Details form should look like this:

Save the Connection.

Connection Test

At this stage you can carry our a basic connection test which verifies whether the user is authorized (i.e. whether you've configured the user/password/roles correctly). To do this, click Connection Test.

Then, on the Connection Test modal, click Test.

The results (Pass/Fail) will be displayed.

Click Done.

The main, manually configured elements are now in place for our Integration to work. We are now ready to configure and test each of our Scenarios in turn.

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.

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.

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 technical documentation.

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

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

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

//===== [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 Scripts.

Source 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 incident.caller_id [x_snd_eb_field.do?sys_id=3a5cbbbe1b51b81090dfdb9ebd4bcb66]", function () {
  log.debug("Field map: PI - String [x_snd_eb_field_map.do?sys_id=da997f7a1b51b81090dfdb9ebd4bcb5e]");
  
  var default_value = (function () {
    return '';
  })();
  
  // Determines whether this instance of the field map is for a mandatory field
  var is_mandatory = false;
  
  if (is_mandatory) {
    $stage.caller_id = '' + (source.caller_id || default_value);
  } else if (source.caller_id != '') {
    $stage.caller_id = '' + source.caller_id;
  }

});


x_snd_eb.ws_console.execute("Mapping incident.short_description [x_snd_eb_field.do?sys_id=49debf3e1b51b81090dfdb9ebd4bcba5]", function () {
  log.debug("Field map: PI - String [x_snd_eb_field_map.do?sys_id=da997f7a1b51b81090dfdb9ebd4bcb5e]");
  
  var default_value = (function () {
    return '';
  })();
  
  // Determines whether this instance of the field map is for a mandatory field
  var is_mandatory = false;
  
  if (is_mandatory) {
    $stage.short_description = '' + (source.short_description || default_value);
  } else if (source.short_description != '') {
    $stage.short_description = '' + source.short_description;
  }

});


x_snd_eb.ws_console.execute("Mapping incident.state [x_snd_eb_field.do?sys_id=f32e8cc31b91b81090dfdb9ebd4bcb09]", function () {
  log.debug("Field map: PI - Choice [x_snd_eb_field_map.do?sys_id=c7b97f7a1b51b81090dfdb9ebd4bcb62]");
  
  var default_value = (function () {
    return '';
  })();
  
  var field_choice;
  var is_mandatory = false;  
  
  if (!source.state.nil()) {
    field_choice = new GlideRecord('x_snd_eb_field_choice');
    field_choice.addQuery('table',         '=', 'incident');
    field_choice.addQuery('element',       '=', 'state');
    field_choice.addQuery('integration',   '=', '27be43a91b9db41090dfdb9ebd4bcb2e');
    field_choice.addQuery('field.message', '=', '');
    field_choice.addQuery('direction',     '=', 'Outbound');
    field_choice.addQuery('value',         '=', source.state);
    field_choice.addQuery('active',        '=', 'true');
    field_choice.query();
  
    if (field_choice.next()) {
      $stage.state = '' + field_choice.external_value;
    }
  } 
  
  if (!$stage.state) {
    $stage.state = '' + (source.state || '');
  }
  
  if (is_mandatory) {
    $stage.state = '' + (source.state || '');
  }

});

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

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

Stage to Request:

//===== [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 incident.caller_id [x_snd_eb_field.do?sys_id=3a5cbbbe1b51b81090dfdb9ebd4bcb66]", function () {
  log.debug("Field map: PI - String [x_snd_eb_field_map.do?sys_id=da997f7a1b51b81090dfdb9ebd4bcb5e]");
  payload = payload || {};
  var $payload = payload;
  
  // Determines whether this instance of the field map is for a mandatory field
  var is_mandatory = false;
  
  if (is_mandatory) {
    $payload.caller_id = '' + $stage.caller_id;
  } else if ($stage.caller_id) {
    $payload.caller_id = '' + $stage.caller_id;
  }

});


x_snd_eb.ws_console.execute("Mapping incident.short_description [x_snd_eb_field.do?sys_id=49debf3e1b51b81090dfdb9ebd4bcba5]", function () {
  log.debug("Field map: PI - String [x_snd_eb_field_map.do?sys_id=da997f7a1b51b81090dfdb9ebd4bcb5e]");
  payload = payload || {};
  var $payload = payload;
  
  // Determines whether this instance of the field map is for a mandatory field
  var is_mandatory = false;
  
  if (is_mandatory) {
    $payload.short_description = '' + $stage.short_description;
  } else if ($stage.short_description) {
    $payload.short_description = '' + $stage.short_description;
  }

});


x_snd_eb.ws_console.execute("Mapping incident.state [x_snd_eb_field.do?sys_id=f32e8cc31b91b81090dfdb9ebd4bcb09]", function () {
  log.debug("Field map: PI - Choice [x_snd_eb_field_map.do?sys_id=c7b97f7a1b51b81090dfdb9ebd4bcb62]");
  payload = payload || {};
  var $payload = payload;
  
  var is_mandatory = false;  
  
  if (is_mandatory) {
    $payload.state = $stage.state;
  } else if ($stage.state) {
    $payload.state = $stage.state;
  }

});

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

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

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'.

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.

The following activities are added to the 'Notes' tab (confirming sending the UpdateIncident Message to your integration):

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)

Stage:

• Direction: 'Outbound'

• Message: 'UpdateIncident'

• 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: 'UpdateIncident'

• Transaction: < Your Transaction >

• Integration: < Your Integration >

Mapped Staged Data fields:

• Work notes: < Your Work note >

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: '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: 'PUT'

• 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?

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 Response 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. You need not configure the Response Message any further.

Now it's time to move on and configure the UpdateIncident Message.

Resolve The Incident

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.

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

The Activities stream is updated with the details:

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: 'Resolveincident'

• 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: 'ResolveIncident'

• 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: 'ResolveIncident'

• 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: 'ResolveIncident'

• Transaction: < Your Transaction >

• Integration: < Your Integration >

Mapped Staged Data fields:

• close_code: < Your Resolution code >

• close_notes: < Your Resolution notes >

• state: '6'

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: 'ResolveIncident'

• 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: 'PUT'

• 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):

State: 'Resolved'

Activities: < Your Resolution code/notes & State > (added by < your.external.system.user >)

Navigate to the Resolution Information tab.

Your Resolution Information tab should look like this:

Resolution code: < Your Resolution code >

Resolution notes: < Your Resolution notes >

So far, when configuring our scenarios we have built the Message Scripts for each Message individually. Let's now see how we can run the Build process at the Integration level.

Field: incident.short_description

From the UpdateIncident page, navigate to Message > Fields.

Find the incident.short_description (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 two other Incident record field elements.

Fields & Field Maps

The table below lists the Incident fields above and the relevant Field Maps required to configure each Field record.

*Field map: Values may vary (dependent on your configuration of the copies). Choose the copy Field Maps you created earlier.

Field: incident.comments

Because the incident.comments Field record is the same 'type' (IS - String) & the majority of the settings are the same as the previously configured Field, it will be quicker to copy the incident.short_description Field & make a few minor changes.

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

Field: incident.work_notes

It will again be quicker to copy the previously configured incident.comments Field & make a few minor changes.

To quickly navigate back to the UpdateIncident Message, click the 'Preview' icon next to the Message field on the Details page of newly created incident.comments Field record.

Navigate to Message > Fields.

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 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.

Navigate to the UpdateIncident Message, then 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 will now examine our new, auto-generated Message Scripts.

Source 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 incident.short_description [x_snd_eb_field.do?sys_id=a70b854b1b15b81090dfdb9ebd4bcbb2]", function () {
  log.debug("Field map: PI - String [x_snd_eb_field_map.do?sys_id=da997f7a1b51b81090dfdb9ebd4bcb5e]");
  
  var default_value = (function () {
    return '';
  })();
  
  // Determines whether this instance of the field map is for a mandatory field
  var is_mandatory = false;
  
  if (is_mandatory) {
    $stage.short_description = '' + (source.short_description || default_value);
  } else if (source.short_description != '') {
    $stage.short_description = '' + source.short_description;
  }

});


x_snd_eb.ws_console.execute("Mapping incident.comments [x_snd_eb_field.do?sys_id=1a5efe331b953c1090dfdb9ebd4bcbfc]", function () {
  log.debug("Field map: PI - String [x_snd_eb_field_map.do?sys_id=da997f7a1b51b81090dfdb9ebd4bcb5e]");
  
  var default_value = (function () {
    return '';
  })();
  
  // Determines whether this instance of the field map is for a mandatory field
  var is_mandatory = false;
  
  if (is_mandatory) {
    $stage.comments = '' + (source.comments || default_value);
  } else if (source.comments != '') {
    $stage.comments = '' + source.comments;
  }

});


x_snd_eb.ws_console.execute("Mapping incident.work_notes [x_snd_eb_field.do?sys_id=99ffb6371b953c1090dfdb9ebd4bcb22]", function () {
  log.debug("Field map: PI - String [x_snd_eb_field_map.do?sys_id=da997f7a1b51b81090dfdb9ebd4bcb5e]");
  
  var default_value = (function () {
    return '';
  })();
  
  // Determines whether this instance of the field map is for a mandatory field
  var is_mandatory = false;
  
  if (is_mandatory) {
    $stage.work_notes = '' + (source.work_notes || default_value);
  } else if (source.work_notes != '') {
    $stage.work_notes = '' + source.work_notes;
  }

});

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

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

Stage to Request:

//===== [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 incident.short_description [x_snd_eb_field.do?sys_id=a70b854b1b15b81090dfdb9ebd4bcbb2]", function () {
  log.debug("Field map: PI - String [x_snd_eb_field_map.do?sys_id=da997f7a1b51b81090dfdb9ebd4bcb5e]");
  payload = payload || {};
  var $payload = payload;
  
  // Determines whether this instance of the field map is for a mandatory field
  var is_mandatory = false;
  
  if (is_mandatory) {
    $payload.short_description = '' + $stage.short_description;
  } else if ($stage.short_description) {
    $payload.short_description = '' + $stage.short_description;
  }

});


x_snd_eb.ws_console.execute("Mapping incident.comments [x_snd_eb_field.do?sys_id=1a5efe331b953c1090dfdb9ebd4bcbfc]", function () {
  log.debug("Field map: PI - String [x_snd_eb_field_map.do?sys_id=da997f7a1b51b81090dfdb9ebd4bcb5e]");
  payload = payload || {};
  var $payload = payload;
  
  // Determines whether this instance of the field map is for a mandatory field
  var is_mandatory = false;
  
  if (is_mandatory) {
    $payload.comments = '' + $stage.comments;
  } else if ($stage.comments) {
    $payload.comments = '' + $stage.comments;
  }

});


x_snd_eb.ws_console.execute("Mapping incident.work_notes [x_snd_eb_field.do?sys_id=99ffb6371b953c1090dfdb9ebd4bcb22]", function () {
  log.debug("Field map: PI - String [x_snd_eb_field_map.do?sys_id=da997f7a1b51b81090dfdb9ebd4bcb5e]");
  payload = payload || {};
  var $payload = payload;
  
  // Determines whether this instance of the field map is for a mandatory field
  var is_mandatory = false;
  
  if (is_mandatory) {
    $payload.work_notes = '' + $stage.work_notes;
  } else if ($stage.work_notes) {
    $payload.work_notes = '' + $stage.work_notes;
  }

});

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

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

We are now ready to Test the UpdateIncident Message.

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

1. Response

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.

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 the ellipsis to the right of the UpdateIncident Message & then 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 ResolveIncident Message.

Bond Fields

Navigate to Message > Bond.

The Bond fields to be edited are as follows:

Your Bond form should look like this:

Navigate to Outbound > Trigger.

Outbound Trigger Fields

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

Your Outbound Trigger form should look like this:

Click Save.

We are now ready to configure the Fields for the ResolveIncident Message.

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.

This Guide has shown us how to configure a basic Incident integration, sending outbound messages via the REST service. The elements we configured were:

• Process

• Integration

• Connection

• Messages

• Fields

The items automatically created by Unifi were:

• Web Service (not used in this Guide)

• Trigger

In testing our integration, we created, updated and resolved an Incident - following the data as it flowed from our ServiceNow Incident record, through the Unifi transaction message bus, to the external system's Incident record.

By Using the Unifi integration platform, we have discovered that building and testing our integration is simpler and more efficient, saving both time and money. Our hope is that this Guide has been a valuable aid to you in that process.

For further information please see our .

If you have any feedback or questions, please contact us via our website .

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.

We have been running the Build process at the Message level so as to see the changes in our Message Scripts as we go. This may be considered good practice (particularly when first starting out) as any discrepancies can be discovered & rectified as you go (in potentially fewer, smaller batches). Once you are more practiced and confident in the accuracy of your configurations, you can run the Build process at the Integration level. This means that the process will cycle through all the Field records on each of the Messages on the Integration in turn & auto-generate all the relevant Message Script code.

As mentioned in '', we saw that a 'Build Integration' button had appeared in the banner at the top of the page. This was because, whenever a change is made to a Field record that is associated to a Message (whether that is being created, updated, or deleted) the button will be available and act as a visual reminder that changes have been made and Message Script(s) need to be built.

To run the Build Process at the Integration level we have two choices. We can either either run it from the Integration record, or we can use the 'Build Integration' button which appears in the banner at the top of the page.

On the Build Integration modal, click Build.

When complete, you will see the following Integration Build Worker modal:

Click Done.

Navigate to: 'Messages' icon.

Click through each Message in turn, navigating to Advanced > Script Editor to view the auto-generated code in the Message Scripts.

We have now built and tested the Outbound Incident Integration.

Welcome

Congratulations on your decision to use Unifi, the only integration platform you need for ServiceNow. We are sure you will be more than satisfied with this extremely powerful, versatile and technically capable solution.

Scope

We have created this Outbound Incident Guide as an aid to customers who are beginning their journey in deploying the Unifi integration platform. We would not want you to be overwhelmed by exploring all that Unifi has to offer here, so we have deliberately limited the scope of this document. It will guide you through an example of how to configure a basic Incident integration, sending outbound messages via the REST API to the table API of another ServiceNow instance (i.e. your Personal Developer Instance, ‘PDI’).

For more technical information on how to use Unifi, please see our .

Warning

Installation

The prerequisite to configuring Unifi is to have it installed on your instance. As with any other ServiceNow scoped application, Unifi must be purchased via the ServiceNow Store before installation.

We recommend you follow the Setup instructions prior to configuring your Integration.

The 'incident.comments', 'incident.work_notes' and 'incident.short_description' Field records are already in place because they were also copied when we copied the Message. We can choose to include, or exclude as many of those and the Integration level ones that are available depending on our requirements (by either activating or deactivating the relevant Fields). We will choose to keep the existing Message level Fields and add the available incident.state (Integration level) Field.

Field: incident.state (Message level)

By simply setting the Active flag to true on the Integration level Field record listed on the Message, Unifi will automatically create the Message level counterpart.

Navigate to Message > Fields.

Your ResolveIncident Message Fields page should look like this:

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

We will now configure Field records for the two remaining Incident record field elements which are required.

Fields & Field Maps

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

*Field map: Values may vary (dependent on your configuration of the copies). Choose the copy Field Maps you created earlier.

Field: incident.close_code (Message level)

As with 'incident.state' the 'incident.close_code' Field record is a Choice 'type' Field. We will, therefore, configure the choices once 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.

From the Fields page, click New.

The fields to be configured for our incident.close_code (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.close_code' (Message level) New Field modal should look like this:

Submit the record.

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

Field: incident.close_code (Integration level)

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

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

The incident.close_code 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.

Field: incident.close_notes

Because the incident.close_notes Field record is the same 'type' (PI - String) & the majority of the settings are the same as the incident.work_notes Field, it will be quicker to copy that Field & make a few minor changes.

From the ResolveIncident Message, navigate to Message > Fields.

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

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

*This field is automatically populated.

Your 'incident.close_notes' Copy Field modal should look like this:

Click Copy.

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

The "This message inherits its configuration from the integration-level field..." info message is also displayed (which can be closed).

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

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

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

Navigate to Field > Settings.

Set Mandatory to true.

Click Save.

Build

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

Navigate to the ResolveIncident message, then navigate to Message > Fields.

The following Field records should now be in place for your ResolveIncident 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)