Test ResolveIncidentInbound

Follow these steps to test the ResolveIncidentInbound Message.

Resolve Test Incident

In the remote instance (your PDI), navigate to < Your Incident > created in the earlier test.

Update the Incident record as follows:



The Incident lifecycle state.


Resolution code

The Incident resolution code.

<Your Resolution code>

Resolution notes

The Incident resolution notes.

<Your Resolution notes>

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 Child Poll Request & confirm that the Incident was found (and the Message name was ResolveIncidentInbound) & Notice the incident_id passed in as a parameter:

View the Transactions that have been sent. This can be done either in Native ServiceNow, or in Unifi Operations Manager.

Navigate to Unifi > Transport > Transactions.

We can see that the ResolveIncidentInbound message has been received, is Complete & Accepted and displays the relevant Incident & Bond numbers.

Confirm the Transaction has updated the bonded ticket in the originating instance:

We can see that the State, Resolution code & Resolution notes have been updated on the bonded ticket.

Navigate to the Notes tab to view the Activities stream:

We can see that the update has also been logged in the Activities stream.