How to read attachment from external system regularly?

[Suggy]

Hi,

There is a third party external ITSM tool used for incident management. Whenever they add any  Attachments to any of the Incident records, we need to read that from ServiceNow.

That external tool will not/cannot make any calls/send any ACK's. Completely ZERO outbound calls from it.

From ServiceNow only we need to keep querying that tool say every minute or every 5 minutes and if we see any attachments, we need to read that and add those attachments to the respective incident records in ServiceNow.

What is the right way to do this?

Note -  External tool WILL NOT push the attachments. COMLETELY ZERO outbound calls from that tool. EVERYTHING should be managed by ServiceNow only.

PS - This is in continuation to my previous question on this - What is the best method to READ incident data from... - ServiceNow Community

[Tony Chatfield1]

Hi, this is 100% dependent on the source configuration and functionality it supports.
It does not matter what you do in your ServiceNow instance it will not work unless you are using supported functionality to access the correct record or table via the correct process.
In this situation I would start by requesting documentation from the vendor\supplier or business owner for the platform.

[Suggy]

Hi @Tony Chatfield1 The vendor has already shared their Attachment API details. I can read/download attachments via postman.

But from ServiceNow, how to read and attach to the respective incidents in ServiceNow is what I am looking for 🙂