Test Outbound Scenarios
Follow these instructions to test the outbound Message scenarios.
We will create some bonded tickets in the remote instance - initially testing the outbound Message scenarios. Those bonded tickets will then also be available to test the inbound Message scenarios.
Test CreateIncident
In native ServiceNow, navigate to Incident > Create New.
The Incident fields to configure are as follows:
# | Field | Description | Value |
1 | Caller | Person who reported or is affected by this incident. | <Your Caller> |
2 | Short description | A brief description of the incident. | <Your Short description> |
3 | Description | Detailed explanation on the incident. | <Your Description> |
Though the CreateIncident Message has been configured to map more than just the Short Description & Description fields, we have only filled these fields because that is all whe have included in the payload of our Poller.
Your Incident form should look like this:
4) After you right-click & 'Save', note the Info Message confirming the CreateIncident Message is being sent to your Integration.
5) Note the Bond is 'Open' and both the Internal & External reference are in place.
Repeat as necessary so that there are three bonded tickets in the remote instance:
Test UpdateIncident
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.
Navigate to Unifi > Transport > Transactions.
We can see that the three CreateIncident messages & one UpdateIncident message have been sent. All are Complete & Accepted & display the relevant Incident & Bond numbers.
Confirm the Transaction has updated the bonded ticket in the remote instance:
We can see that the update has reached the bonded ticket (& that the correlation id matches the outbound Incident number)
Test ResolveIncident
Resolve the same bonded ticket in the originating instance to cause the ResolveIncident Message to fire:
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 ResolveIncident messages has been sent. It is Complete & Accepted & displays the relevant Incident & Bond numbers.
Confirm the Transaction has updated the bonded ticket in the remote instance:
We can see that the State, Resolution code & Resolution notes have been updated on the bonded ticket (& that the correlation id matches the outbound Incident number)
Navigate to the Notes tab to view the Activities stream:
We can see that the update has also been logged in the Activities stream.
Next, we shall test the CreateIncidentInbound Message.
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