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 Poll Request & confirm that the Incident was found (and the Message name was ResolveIncidentInbound):

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:

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 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 Poll Request & confirm that both Incidents were found (and only those) and 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.

It may help to esure the Poller we created is turned off (Active set 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. (If you've created this Multiple Message Poller by editing the previously configured Update Poller, it may already be inactive.)

Our Poll Processor has 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 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.