Hi @ModesteA6505466 

Check these links:

Managing disputes without network integration 

Dispute Rules Content Pack for Visa 

Visa Spoke 

Hi, thank you for providing these links. However, they do not seem to explain the details on arbitration letter or any type of activities that would involve communication with a third system. I believe that in the FSO learning course, the narrator said that a custom flow was created in order to trigger these type of events. Is anything of that sort possible?

Hi @ModesteA6505466 

Have you reviewed the information and demos found in ServiceNow's demo hub?

Here is the link to the FSO Retail Banking - Card Disputes Management - VISA, Mastercard and ACH (Australia)

https://demohub.service-now.com/edsp?nar_sys_id=8e19290b2bc18f104ecffde5ce91bf84

Let me know if you have any other questions. 

Take care, 

Dianne

Hi @ModesteA6505466 ,  

Simulating VROL interactions within your own instance is absolutely possible, but does require some build effort and careful consideration. For instance, you would need to know the exact format of the VROL response payloads and hardcode mock responses to match that structure precisely for each scenario. If the format is off, the flows will error out. 

So before going down that path, it's worth clarifying what's driving the need. Are you looking to simulate VROL interactions for demo/showcase purposes, or is this a genuine requirement within your own instance for testing or UAT? And if it's the latter, which specific VROL interactions are you looking to simulate?

If it's for demos, as Dianne mentioned, the Demo Hub already has VROL interactions including acknowledgment and arbitration letters pre-simulated. Are you working with a partner? If so, your ServiceNow Partner Manager can help you get access to a demo instance if you don't already have one.

If connectivity is blocked and you're still working on establishing it in your instance, have you raised a support ticket? That would be the right path to unblock.

If you do have a specific VROL interaction you need to simulate within your instance, share which one and I can offer some high level guidance on how to approach it. For example, to simulate the Arbitration Response (Final Ruling) from VROL, the broad approach would be:

1. Update the Decision Table — Identify the entry that routes to the actual VROL arbitration spoke action and create a parallel mock entry that routes to a mock subflow instead
2. Build the mock subflow — Hardcode a dummy response payload that matches the exact structure VROL would return for a Final Ruling, including the arbitration letter content and any status fields the downstream dispute flow depends on
3. Map the outputs correctly — Ensure the mock subflow outputs align with the same flow variables the real integration uses, so the rest of the dispute lifecycle (stage transitions, document generation, SLA updates) continues without breakage
4. Optional: add a toggle — Wrap this behind a system property (e.g.  fso.vrol.simulation.mode = true) so you can switch between real and simulated behavior cleanly

Note: The tricky part is getting the payload structure right. If you have access to VROL integration documentation or a sample response, that is your starting point.

Again, I would recommend not going down the simulation path unless it is absolutely necessary. The build effort, payload precision required, and ongoing maintenance can add up quickly. The Demo Hub or establishing actual connectivity are almost always the lighter and more sustainable options.