VROL

[ModesteA6505466]

Hi Community,

I am currently working through the dispute management configuration. I was wondering if it was possible to simulate the interactions done with VROL along the process such as the acknowledgment letter, the arbitration letter and so on, without having to actually complete the integration. 

This would be for demo purposes.

[DianneG24046098]

Hello @ModesteA6505466

Preview

Is there a particular error you are receiving? 

If you are new to ServiceNow dispute products you may want to start by reaching out to a person on our Sales Staff.  

Here is the link to get started with ServiceNow

https://www.servicenow.com/products/itsm/get-started.html

The ServiceNow public demo contact/request link is:

https://www.servicenow.com/lpdem/demonow-all.html

Or you can go to the general sales contact page:

https://www.servicenow.com/contact-us.html

On that page, you can either:

• Click "View a Demo" to access demo options
• Call +1 (844) 863-1987 (Sales)
• Fill out the contact form requesting a demo about disputes/financial services

For disputes-specific content, you may also want to explore the Financial Services Operations product area on the main site, which is where the FSO banking disputes offering is found. 

Here is the link

https://www.servicenow.com/products/financial-services-operations/banking.html

Take care, 

Dianne

[Rahul_Sanghi]

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.

[ModesteA6505466]

Hi @Rahul_Sanghi , thanks a lot for the details. To give you more context I am actually trying to set this up in my own PDI for demo purposes and for learning purposes as well.

I had never heard of DemoHub before, perhaps that option would be best if the interactions with VROL are already simulated there. I tried logging in with my ServiceNow IDs but it seems to be blocked for me. Once I bypass that issue I will try and see if it fit my needs.