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 · ‎07-20-2023

I have also posted same query on community. Below is the link:

https://www.servicenow.com/community/csm-forum/personas-are-not-working-as-expected/m-p/2619537#M338...

Taylor Williams · ‎02-02-2024

@BobbyNow does this all still apply for Service Bridge with RPS?