ResolveIncident Message

The ResolveIncident Message is an update type message that we will configure to deal specifically with our resolve scenario (resolve the bonded records).

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):

1) Click the ellipsis to the right of the UpdateIncident Message & then click Copy.

It is now easier than ever to create the ResolveIncident Message. Rather than create it from scratch, it will be quicker to copy the UpdateIncident Message and make some minor changes.

Copy Message Modal

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

#

Field

Description

Value

2

Message name

The message name that is unique for this integration.

'ResolveIncident'

Your Copy Message modal should look like this:

3) 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:

#

Field

Description

Value

4

Bond suspended

Process this message when the bond state is Suspended (internal suspend).

<true>

5

Bond vendor suspended

Process this message when the bond state is Vendor suspended (external suspend).

<true>

Your Bond form should look like this:

6) Navigate to Outbound > Trigger.

Outbound Trigger Fields

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

#

Field

Description

Value

7

Outbound condition*

The condition that the ServiceNow record must meet to trigger this message being processed.

'State > changes to > Resolved'

*Outbound condition (as required):

It is not necessary for you to enter a condition. The value given is an example. You may create any condition (or not) to align with your business process requirements. In this case, it makes sense to send the ResolveIncident Message when the state changes to Resolved.

Your Outbound Trigger form should look like this:

8) Click Save.

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