How Service Bridge Transform & Personas work?

[rohinirc]

Hello Everyone, 

Version: Utah

I have configured Personas and Transform as per below documentation:

I have 2 users Abel (Persona: Customer Admin) and Sbuser (Persona: Customer).

Remote Record Producer: Access Request (Persona: Customer) 

Abel can view both Access Request and Delete VM Catalog items.

Same with sbuser, that user can view both Access Request and Delete VM Catalog items.

https://docs.servicenow.com/en-US/bundle/utah-technology/page/product/tmt-service-bridge/task/create...

However, those are not working as expected.

When an Incident is created from Customer and a case is created at Provider side. In that case, if a state is changed from On Hold it should change to Awaiting Info on Provider side or vice-versa. This is not happening. Can anyone help on this. What is getting missed here.

Thanks in advance!

[rohinirc]

Thanks Khushboo for your response.

[BobbyNow · Accepted solution]

Looks like you are trying to use field mapping which is a Remote Task feature. Note that personas do not affect Remote Task. They only affect which consumer users have access to entitled Remote Catalog items (Remote Record Producers).

For Remote Task there are two main components.

1. The Remote Task Definition: Here you need to make sure you have mapped the State field for inbound and outbound, targeted State for both, and set Sync when to Insert and Update on both. This will make sure the State is sent bi-directionally, whenever it changes and will set its value in the targets State field.

2. The Transform: This looks good in your image above. It should intercept the value being sent/received on the provider side and transform it based on the lines you provided.

https://docs.servicenow.com/bundle/utah-technology/page/product/tmt-service-bridge/task/service-brid...

[rohinirc]

Thanks Bobby, it really helped. Could you please help me with Personas. I have configured it as below:

I have 2 users Abel (Persona: Customer Admin) and Sbuser (Persona: Customer).

Remote Record Producer: Access Request (Persona: Customer) 

On Service Portal, Abel can view both Access Request and Delete VM Catalog items.

Same with sbuser, that user can view both Access Request and Delete VM Catalog items.

[BobbyNow]

When Service Bridge creates Remote Record Producers (RRPs) on the consumer's instance the RRP is created with a single User criteria that validates they are both a Service Bridge Requestor and have a matching persona before they can order the item. Make sure you have not modified this criteria or added additional criteria because criteria act as OR conditions an a separate criteria could grant access.

As long as the criteria is there as described above, and the RRP has one or more personas on it, only active authorized users with at least one of those personas can see and order the items in the catalog.

[rohinirc]

Thanks a lot for your reply. Verified User criteria it does not have any different criteria.

Below is the default criteria:

Does the requester role is needed to service bridge user? Or What other Role is needed to any user so that service bridge catalog can be accessed and Personas can be applied.