Service bridge - data sync is not happening in customer instance

[shridhar_bm]

We have the Service bridge setup between two instances and the connection is successful. We have the provider table as 'Case' and customer table as 'Incident'. Based on the trigger condition, the remote task gets created successfully too. 

Issue: The data sync in Incident is failing in customer instance.

• When the INC is created in customer instance, the remote task gets created and the same remote task also gets created successfully in provider instance with Case.
• The data flows to Case successfully, but when the Case is updated, the data doesn't flow to Incident.
• However the data flows to remote tasks in both provider and customer instances.
• The inbound and outbound mappings in remote task definition looks good.

Kindly suggest me.

[BobbyNow]

Please ensure the inbound "Sync when" field is set to "Insert & Update" for the consumer on the Remote Task Definition. Since they are initiating the connection, "Insert" will only apply to the Case on the Provider, and the "Never" setting does not copy the data to the parent fields. In all cases, you should see a worknote on the parent records for any inbound field changes.

[shridhar_bm]

Hi Bobby,

Thanks for the reply.

We have made the remote task definition mappings correctly. 

We also noticed there is warning shown on consumer replication set - "The consumer instance does not recognize the replication columns from the associated IDR schema". PFA the screen-shot for reference.

Can you please suggest about this?

[BobbyNow]

These warning messages are fine. They are always there when using discrete mappings in IDR, which SB uses. In any case IDRs job is complete as you have said the data made it from the Provider's Case to the customer's Remote Task.

Is there a worknote on the customer's incident with the new data for the field?

Are there any errors in the logs at the time of the update?

Please attach an image of the remote task definition form and the inbound field's form.

[shridhar_bm]

Hi Bobby,

Thanks for the update and apologies for late reply.

We are now facing connectivity issue, where provider outbound works but inbound fails. 

• The remote task gets created when the customer submits INC at customer instance.
• The same remote task doesn't flow to provider instance.
• Due to which the 'parent' doesn't get generated in provider instance.
• However, when the provider creates a remote task, the same flows to customer instance.
• We also observed in provider instance 'inbound' replication, the data sync is delayed.

Can you please help me to fix this issue?