Send Incident details via outbound REST

[karanpreet]

Hi,

I'm trying to trigger a business rule to send out any work notes or additional comments to a 3rd party tool via outbound REST.

I have the outbound request created but I need to be able to get certain fields from the incident and include them in the JSON to send. For eg. I need the value of the "caller_id" so that I can update the original event in the 3rd party tool, similarly I would need the value for the work notes and the additional comments and create a JSON with them to be sent.

How can this be done?

I have created a static JSON in the "HTTP Query Parameters" section of the outbound REST message and was able to successfully test it.

I have also created the Business rule to be triggered and defined the "When to Run" conditions correctly, I have also defined a basic advanced script to call the outbound REST message like so:

function onAfter(current, previous)
{
var r;
var response;
var responseBody;
var httpStatus;
var message;
 try { 
 r = new sn_ws.RESTMessageV2('Incident Notes Send', 'put');
 response = r.execute();
 responseBody = response.getBody();
 httpStatus = response.getStatusCode();
}
catch(ex) {
 message = ex.getMessage();
}
gs.log("Content: " + current.work_notes.getJournalEntry(1));
gs.log("Request Body: " + response);
gs.log("Response: " + responseBody);
gs.log("HTTP Status: " + httpStatus);
gs.log("Error Message:" + message);
}

But I'm not sure how to pass variable from here to the REST request.

Also as I understand I should see the "gs.log()" entries in the debug business rules but I see only that the business rule was triggered.

I'm very new to ServiceNow and any help from the gurus would be much appreciated.

Regards,

Karan

[Indrajeet]

In Which table you have written this business rule??

[karanpreet]

The business rule is in Incident [Incident] table.

Regards,

Karan

[Indrajeet]

The Journal fields are stored in sys_journal_field. So you have to update in this table.

Check the Rest endpoint. The endpoint should be at sys_journal_field.

[karanpreet · Accepted solution]

Hello,

Thanks for all the help. I was finally able to solve this.

It turned out that the request I was sending was generating errors on the other side due to the format.

The final version of the javascript was :

try {
       var r = new sn_ws.RESTMessageV2('Incident Notes to event', 'put');
       var notes = current.work_notes.getJournalEntry(1);
       notes=notes.replace(/["']/g, "");
       notes=notes.replace(/[\n*]/g, " ");
       notes =   String(notes);
       var id = String(current.u_eventid).replace(/["']/g, "");
       r.setStringParameter("id",id);
       r.setStringParameter("notes",notes);
       r.setRequestHeader("Accept","application/json");
       r.setRequestHeader('Content-Type','application/json');
       var response = r.execute();
       var responseBody = response.getBody();
       var httpStatus = response.getStatusCode();
       gs.addInfoMessage("Response Body:" + responseBody);
       gs.addInfoMessage("Response status:" + httpStatus);
}
catch(ex) {
       var message = ex.getMessage();
}

Thanks again for the help in getting this work!

Regards,

Karan

[Priyanka Teke1]

Hello Karan,

I am also getting the same issue.

Could you please confirm if you have created a BR on Incident table of Sys_journal_fied table

And what is u_eventid in this script.

Thanks,

Priyanka