Notification is not working when record is getting created via integration

[Sameeksha Sahu]

Hi,

There is one custom application, which is integrated with different tools.

The creation notification is working when record is getting created from one tool, but not working if the same is getting created from another tool. Creation notification is common for both the tools.

The notification which we created is for insert condition. Could anyone suggest how to fix..

Thank you!!

[Amit Gujarathi]

Hi @Sameeksha Sahu ,
I trust you are doing great.

To fix this issue, you can follow these steps:

1. Check the integration configurations for both tools: Verify that the integration configurations for both tools are set up correctly. Ensure that the necessary configurations, such as authentication credentials and endpoints, are properly configured for the tool from which the creation notification is not working.

2. Validate the insert condition: Double-check the insert condition you have defined for the notification. Make sure that the condition is accurately capturing the record creation event regardless of the tool used. You can review the condition and modify it if necessary to include the appropriate conditions for both tools.

current.sys_created_by == 'Tool1' || current.sys_created_by == 'Tool2'

• In the above code snippet, we are checking if the record is created by either "Tool1" or "Tool2" by comparing the sys_created_by field. Adjust the condition based on the specific field or criteria relevant to your custom application.

  1. Test the notification: Once you have reviewed and updated the insert condition, test the notification from both tools to ensure it triggers correctly for record creation. Create a sample record using each tool and verify if the notification is being triggered as expected.

  2. Monitor the logs: Monitor the ServiceNow logs or any other relevant logs to identify any errors or issues related to the creation notification. Logs can provide valuable information about any potential errors or exceptions that may be occurring during the record creation process.

[ashish4]

Hi @Amit Gujarathi ,

I am also facing the same issue, could you please explain more?

Regards,

Ashish

[Sameeksha Sahu]

Hi @Amit Gujarathi ,

We have two scenarios:

1.) We are inserting record by transform map - in this scenario, notification is not working.

2.) We are inserting record by transform script - in this scenario, notification is working as expected.

Also, there is no such condition for insert , only we have checked inserted checkbox.

Best Regards,

Sameeksha