Use Case:
What methods can be utilized to facilitate the integration of attachments from the Target system to ServiceNow while leveraging low-code capabilities?
Description:
Integration is a complex endeavor, characterized by various dependencies such as tool compatibility, the availability of associated teams, and infrastructure support, including installation and port or firewall configurations. In particular, integrating attachments presents significant challenges. It is essential to identify effective and efficient methods to approach and simplify this integration process. ServiceNow addresses these challenges through its out-of-the-box (OOB) capabilities. A thorough understanding of the relevant components will facilitate a straightforward integration process.
Solution:
What prerequisites are necessary to enable attachment integration?
1. Tool Compatibility - Is web service integration supported by the target tool, specifically SOAP or REST?
2. What type of attachments will be transferred, and is the integration uni-directional or bi-directional?
3. ServiceNow accommodates both Base64 and binary types of integration. Which format does the target system support, or does it support both?
4. Is there a limit on attachment size? If so, what is the maximum allowable size for transfers?
5. Is the ServiceNow instance equipped with the IntegrationHub plugin, or is it managed through platform capabilities?
Once these 5 key elements are clearly understood, you will be prepared to enable attachment integration. It is important to note that ServiceNow supports both SOAP and REST integrations, as well as binary and Base64 types. In this context, the focus should be on leveraging OOB functionalities to achieve the desired integration.
The configuration of the attachment type will be established to specify the permitted and prohibited items. Kindly refer to the knowledge article below for guidance on how to implement this in ServiceNow.
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0718013
You are encouraged to review the article to gain insights on configuring the attachment size and imposing restrictions on size within ServiceNow.
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0718101
Option 1: Inbound Attachment Integration
Table API of ECC Queue and follow the below payload in the API.
https://instancename.service-now.com/now/nav/ui/classic/params/target/ecc_queue.do
{
"agent":"AttachmentCreator",
"topic":"AttachmentCreator",
"name":"john1.txt:text/plain",
"source":"incident:e886867e1b9b2050ac4475561a4bcb34", //tablename:ticket_sys_id
"payload":"SSB3b25kZXIgaWYgc2hlIGtub3ducyB3aGF0IHNoZSdzIGRvaW5nIG5vdy4K" //Base64 format
}
Opiton 2: Inbound Attachment Integration
For successful attachment integration from the target system to ServiceNow, ServiceNow offers a straightforward item utilizing the out-of-the-box (OOB) API. If the target system supports a binary system, please follow these steps:
1. Provide the OOB attachment API to the target system. -
https://instance-name.service-now.com/api/now/attachment/file
2. Supply the service accounts and credentials to the target system.
3. The target system must utilize the API and include the following values in the payload:
{
"table_name": "incident", // specify the table name required for integration
"table_sys_id": "e886867e1b9b2050ac4475561a4bcb34", // sys_id of the ticket
"file_name": "suresh1.txt:text/plain" // name and type of the attachment
}
#servicenow #itsm #integration #attachmentintegration #SOAPREST #Uni&BiDirection
Hope you like it. If any questions or remarks, let me know!
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Regards,
Suresh.
