How Service Bridge Transform & Personas work?

rohinirc · ‎07-18-2023

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!

BobbyNow · ‎07-18-2023

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...

View solution in original post

rohinirc · ‎07-18-2023

@Zach Bracey , @Community Alums

Please help on this, if you have any idea regarding above use case.

Thanks in advance!

Community Alums · ‎07-18-2023

Hello @rohinirc ,

For Transform:

Please check that the inbound and outbound replication entries of the producer and consumer replication sets are synchronized properly, and the outbound and inbound status should be healthy. And in remote task definition you need to choose sync when (insert and update).

For Personas:

I didn't get you what actual issue you are facing.

Thanks!

rohinirc · ‎07-19-2023

Thanks Khushboo. For Personas:

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.

Community Alums · ‎07-19-2023

Hello @rohinirc,

Please refer to this Now Learning course for setup and configuration guides for Service Bridge:

https://nowlearning.servicenow.com/lxp?id=learning_course&course_id=aef2fd8347ead9d8dbaf1162846d43c3...

Thank you!