Hi All,
Good day !!
I'm facing in our customer SNOW instance with one of the incident-to-incident integrations with a 3rd party SNOW instance. First, we raise a ticket through portal as per process, and then the incident gets assigned to the assignment groups automatically as per a custom business rule. Here, the expectation is that since the incident gets assigned to the assignment group which acts as a trigger, the integration gets triggered automatically through another custom business rule.
However, intermittently we see that in PROD, that doesn't happen. But adding a worknote helps to "nudge" the integration in those cases. We suspect it's a timing issue. We have seen in the logs that somehow the 2nd business rule doesn't pick up the assignment group the first time in those cases, even though we see it being set correctly in the incident.
I know I'm not providing any screenshots/code but please bear with me. Has any of you seen this issue ? If yes, did you put timeout() function anywhere ? This integration is a SOAP integration and I haven't seen much doc on SOAP anywhere. Please also note that this had been working fine for around a year since we migrated last year to a new endpoint on 3rd party's end, and just started happening around 2 months back.
Regards,
Raj
