Based on Publisher/Consumer concept, inbound into this instance (Publisher) uses generic processing that all incident integrations are supposed to abide by.
- There is no unique custom code for each integration.
- Defaults and options are managed by configurable properties and not hardcoded.
Fully utilizes the ServiceNow platform features (OAuth/Basic Authentication, Web Services, Import Sets, Transform Maps etc) and builds on top of them.
All coding leverages ServiceNow’s no code/low code Flow Designer.
Full support for both Domain Separated Instances and Dedicated Instances.
Specific security role for Incident Integration.
Clear JSON (or XML) responses.
If configured, enforces OAuth.
Defaults are applied at different stages of life cycle of the record. If the payload contains no value or incorrect value, defaults are applied based on the State of the record.
- Defaults can be specified at the global level or at a sub-parent domain level for Domain Separated Instances.
Inbound – Easy consistent transformation for fields with numeric values
- Various ServiceNow instances may have customized State, Onhold numeric values.
- Application provides easy English labels (new, inprogress, onhold, resolved, closed, cancelled) so that numeric values for that ServiceNow instance can be locally set via a property so that Sub-flows & Actions don’t need to be updated.
Inbound - Set external tool number fields
- Usually ServiceNow instances have multiple ITSM integrations
- Using properties, each & every external tool number can be saved in a specific ITSM field without updating Flow Designer. If no specific field is used, Correlation display & Correlation ID are used.
Inbound – Support for “misrouted tickets”
- Built-in code to reassign the ticket and break the bond so that no further updates will bridge to that external tool.