Service Bridge Fields mapping query

[Narayan Munagal]

1. what happens if customer(on customer instance) add custom state ?

currently I see it adds the value to the state field on Provider but does not create choice(which we do not want). so is there a way to prevent any new updates to state field if the value is not present in Provider instance?

2. how can we update Custom fields which Customer does not have when a record is created or updated using Service Bridge?

3. How to deal with Reference fields in Service Bridge when creating a record for e.g on incident populate CI field

[Jackie Erickson]

Hi Narayan, have you explored Transforms yet? It will allow you to map data from one field on the consumer side to a field (can be different) on the provider side. You can also set an advanced condition with script so you can define specific mappings (like state) or adjust labels.

Here's the docs page to Transforms for the new app: https://docs.servicenow.com/bundle/vancouver-service-bridge/page/product/tmt-service-bridge-2/task/s...

[SrdanMatijevic]

Hi Narayan,

For point 2, investigate how virtual field mapping works, this entire series of articles is very helpful but the second article especially.

As for point 3, it is very dependent on the structure of the CMDB. I would question in the first place do you even need to transfer the CI field value or if the support agent will, after the incident is created, manually select a CI based on the description of the incident? Keeping two disparate CMDBs is rather complex undertaking.