Hello @Priya Singh 2 2
here you will find all Details about Implementation of your REST API Ebonding.
https://www.youtube.com/watch?v=D2xyjJHZqBI&list=PLgGgIYwZFdFlqD3SMJzJdgIGku6bY_385
4th video of this series can provide you exact Outbound
Apart from this, when You are Going to have Discussion Workshop with Clients You need to First Discuss Internally amongst your Team as Below :
1) What are the Fields that are in Scope :
Like for us we only Consider below fields for consideration
Short Description, Description, Impact, Urgency, Work Notes, Assignment Group, Caller, Contact-Type, Configuration Item, state, Customer Fields (we have 3), Correlation ITD, Reference ticket, Resolution Code, Resolution Notes, On Hold Reason
2)What are the Fields that are not in scope : SLA,KB Article etc
3) What Priority Ticket is in Scope P1-P2-P3-P4
4) Bidirectional or Unidirectional E bonding is this?
5)What about Attachment if attached to Incident
6)Trigger Conditions : Priority, Assignment Group, Category-Subcategory or any other
7)Details To be send in Outbound as below sample
| Field Name | Character Limit |
| Short Description | 255 |
| Description | 5000 |
| Work Note | 2000 |
| Impact | |
| Urgency | |
| Assignment Group | |
| External Ticket Number | 40 |
| State | |
| Number | |
😎 Field Mappings :- Backend Values of State to be discussed as what is your insatnce and what is in Client Instance
9)Priority Mapping : Your P1 to be mapped for clients P1/P2/P3/P4
10) on Hold Values to be set (may be fixed for the client)
Use Cases :
Creation :
when to outbound Incident to client incident, i.e. Trigger Condition and what Primary Value to be Send
Update :
Any Thing Can Change as Category/Sub Category/ State/ Work Note/ Additional Comment.
Discuss with them what to be done all scenarios.
10) Ask for REST Message, End Point, Instance Credentials, User Profile
Thanks and Regards
Gaurav Shirsat
ServiceNow Community MVP
Feel free to reach out on Linekdin
