Bidirectional Asynchronous Incident Guide
Follow this guide to configure a bidirectional asynchronous integration to the Incident table. This push-push integration will use Unifi both ends.
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.
We have created this Guide as an aid to customers who are beginning their journey in deploying the Unifi integration platform. This document will guide you through an example of how to configure a bidirectional asynchronous Incident integration, sending and receiving messages via the Scripted REST Service.
This guide is here to help you get up and running as quickly as possible, enabling you to realise the enormous benefits to be gained when using Unifi to configure your integration.
All of the configuration is carried out in Unifi Integration Designer (our portal interface) - Processes, Integrations, Connections, Messages, Fields & Field Maps are configured manually. The remaining configuration elements (Web Service & Trigger) - which were previously configured in native ServiceNow - are automatically created by Unifi.
We have structured this Guide to align with the testing approach. Firstly, we shall configure the main elements which have to be in place for the Integration to work, then we shall move on to build & test each of the scenarios individually. For example, build the CreateIncident Message (along with CreateIncidentReceipt & Response), configure the relevant Fields for those Messages and then test the CreateIncident Message. Then do the same for the UpdateIncident Message (& Receipt) and so on.
We want to include some advice on things to be aware of - either to ensure you do them, or avoid doing them - when building & testing Unifi integrations; in particular and especially if many people are building in one instance at the same time (whether that be a training instance or sub-production instance).
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.