Service request integration

[dhirajw27]

Hi Everyone,

I have a project requirement that i want to implement:

My customer already has a servicenow instance running. And now they are migrating to my company's production instance.

I have a requirement of integrating these 2 servicenow instances for service request:

instance 1                   instance 2

req         -->                         req

ritm   -->                         ritm

task   -->                         task

I have done the same for incident module-created inbound/outbound and it involved staging table.

I am not sure about service request because even if ritm updates, its corresponding req and task should get updated.

do i need 3 different staging tables in this case or only 1 table ?

Any help on this please.

Thanks in advance.

[anurag92]

You can do it with a single Staging table on Task table, populate everything from source task to target task and create onAfter transform scripts, to create new RITM & Request with numbers same as Source Task's Request & RITM. There is a limitation that not all fields from source RITM/Request will be copied to target request/RITM.

In a same manner, you can create 2 Staging tables, 1 for Task, another for RITM, this approach will create Task, onafter script will create an RITM, and then in RITM staging table, number would be a coalesce field, where onAfter script will create a Request.

[dhirajw27]

Hi Anurag,

Thanks for the reply.

I did as u said-single staging table on task table.

And all req,ritm, and task are getting created in the respective tables however i see that duplicate entries are getting created after each update.

Can you please tell me how to not let that happen ?

Thanks in Advance

[ark6]

Hi Dhiraj,

The creation of a SR cannot be done through the table APIs or the inbound web services.

You need to create a scripted web service to call the cart API and order that item to create the SR.

You can see the thread below using the scripted web services

Creating a ServiceCatalog request from API

Note: Once the request is created, updation or other operations can be done through the normal table APIs like

https://instance.service-now.com/sc_req_item.do?WSDL

Regards,

Ark

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[anurag92]

Duplicate for RITMs only or all 3 tables?