Workspace ONE ITSM Connector - See "The Message" in the Work Notes

Harrison Weese
Tera Contributor

‎05-20-2025 07:48 AM

We are enabling the Workspace ONE ITSM Connector integration this weekend. One of the features is the "Send Message" functionality. We want to be able to grab the message that is being sent so that we can add them to the work notes. OOTB the work note is just "Send Message succeeded with detailed response: Message sent". Does anybody have any advice in doing this?

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Abbas_5
Tera Sage
Tera Sage

‎05-20-2025 09:28 PM

Hello @Harrison Weese,

To grab the message content from the Workspace ONE ITSM Connector "Send Message" feature and include it in your work notes, you need to modify the integration's workflow or script. You'll likely need to access the details of the message being sent, which may require accessing the "IntegrationHub" table and its related records. The exact steps will depend on your specific configuration and how the integration is set up, but generally you'll need to: 
please refer to the below steps:
  1. 1. Access the Integration Data:
    Identify the record within the "IntegrationHub" table that holds the details of the "Send Message" action. This might include the message content itself.
  2. 2. Extract the Message:
    Retrieve the message content from the relevant field in the "IntegrationHub" record.
  3. 3. Add to Work Notes:
    Update the work note with the extracted message content, possibly by using a script or business rule that triggers when the "Send Message" action is performed.
  4. 4. Test and Iterate:
    Ensure the script or business rule is correctly extracting and adding the message content to the work notes, and adjust it as needed.
     
    If it is helpful, please mark hit the thumps up button and accept the correct solution by referring to this  solution it will helpful to them.
     
    Thanks & Regards,
    Abbas Shaik
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