Bidirectional Incident Updating via REST API

[matthewG]

Hi,

Currently I am working with two dev instances and am trying to configure them so that whenever I create an incident in one it is created in the other. This is currently working however now I want to configure the systems using PUT requests so that when an incident is updated in one system, that corresponding incident is updated in the other and back and forth etc.

We have a weak workaround for this right now by sending the sys_id over in the initial tickets short description but would like a more robust and permanent way to link these two tickets. Such as when using email ebonding, the incident number in the email subject is used to pair these two incidents across instances. 

What is the best way to go about this using REST API and business rules, any examples are much appreciated thanks.

[Dhananjay Pawar]

Hi,

Check below community link,It will help you.

https://community.servicenow.com/community?id=community_question&sys_id=abfa0baddb5cdbc01dcaf3231f96...

Mark correct/helpful based on impact.

Thanks,

Dhananjay.

[G Balaji]

You could make use of Correlation id field to save the incident number created in other instance. 

[SunilKumar_P · Accepted solution]

Hello,

Once the ticket is created from A to B, parse the response and store the B's Number in the A's correlation ID field. Once, you have an correlation ID, you can create an After Update Business rule to trigger the update transaction.

In order to avoid the unnecessary integration calls, make sure to have an proper BR conditions(Ex: If you are updating from B to A and to avoid the unwanted update transaction calls from A you can have an BR conditions on A Instance update BR like current.updated_by != A User)

Regards,