Installation guide for Service Bridge

[Rahul115]

Hi,

Has anyone installed the service bridge , i am able to activate the replication between the instances , however unable to see record producer entitlement in Customer instance. If you have any installation guide/doc please help. And what will be the Customer ID.

Thanks,

Rahul

[Community Alums]

Hello Anish,

Thank you so much for reply. But in my case in the drop down list I'm unable to find worknotes and additional comments option. PFA

[Community Alums]

@Anish Reghu can u please tell me how to resolve this. It is urgent!

Thank you.

[Anish Reghu]

If the "Work notes" and "Additional comments" fields are not available for selection in the map editor, it may be because they are part of the Journal Input or Journal Fields related list on the incident form. In this case, you will need to map the entire related list instead of individual fields.

To map the entire Journal Input or Journal Fields related list when setting up Service Bridge for E-bonding integration between two ServiceNow instances, you can use the following steps:

1. In the source instance, go to the Service Bridge application.

2. In the Service Bridge application, click on the Maps tab.

3. In the Maps tab, click the New button to create a new map.

4. In the New Map form, select the Incident table from the Table dropdown.

5. In the Map field, click the Edit Map button to open the map editor.

6. In the map editor, drag and drop the Journal Input or Journal Fields related list from the source instance to the target instance.

7. When you have finished mapping the related list, click the Save button to save the map.

8. In the New Map form, enter a name and description for the map, and click the Submit button to save the map.

Now, when you run the Service Bridge integration, the "Work notes" and "Additional comments" fields will be transferred from the source instance to the target instance as part of the Journal Input or Journal Fields related list.

Kindly mark the response as Correct or Helpful.

Cheers,

Anish

[Community Alums]

@Anish Reghu 

One of my use case is :-  There are few custom fields which are present on consumer incident form, but those fields are not present on the producer side. During e-bonding, we want to see the data of those custom attributes from consumer side in the producer incident ticket as part of Work notes (For ex- Additional Details ).

How to do this using Service Bridge?

 Thank you!

[Anish Reghu]

1. In the map editor, click on the Work notes field in the producer instance and select the Formula option.

2. In the Formula field, enter a value that will be used to update the "Work notes" field. For example, you could use the following value to include the data from the fields in the work notes:
   
   

{work_notes}

Additional Details:

Field 1: {field_1}
Field 2: {field_2}
Field 3: {field_3}

• The {work_notes} variable will include the existing value of the "Work notes" field, and the additional details will be appended to the end of the field.

• When you have finished mapping the fields and updating the "Work notes" field, click the Save button to save the map.

Kindly mark the response as Correct or Helpful.

Cheers,

Anish