How to update the incident in third party servicenow application when Additional Comments updated in my servicenow.

[vijay131]

Hi All, 

We have servicenow application where third party servicenow sends a data to our servicenow to create an incident. 

For this we have a created scripted web services which accepts request body from third party servicenow and mapping in to our servicenow incident fields and creates an incident in our servicenow and we are mapping incident number and sys_id of third party servicenow in to our Servicenow correlation display and correlation ID respectively. 

We have 2 requirements Now:

1) First requirement is how to update/send the third party servicenow incident Additional comments if Additional Comments in our servicenow updates. 

They have provided the table api as end point like below not the actual Incident table api.. Looks like import set table api. Is that correct? 

https://xxxxxx.servicenow.com/api/now/table/u_example_incident_inbound

2) How to update/send the resolution code and resolution notes of our servicenow to third party servicenow if the incident is resolved on our side. 

They suggested to use the same above endpoint for updating this as well. 

Please help me in completing both requirements step by step. 

Thanks & Regards, 

Vijay

[vijay131]

@Ankur Bawiskar Could you please help me on this

@Utpal Dutta 

[Ankur Bawiskar · Accepted solution]

Hi,

points below

1) First requirement is how to update/send the third party servicenow incident Additional comments if Additional Comments in our servicenow updates. 

They have provided the table api as end point like below not the actual Incident table api.. Looks like import set table api. Is that correct? 

-> yes it's correct. they must be using import set API and you need to invoke it via after update business rule on your table

-> ask them the format of json request body and include the details properly

https://xxxxxx.servicenow.com/api/now/table/u_example_incident_inbound

2) How to update/send the resolution code and resolution notes of our servicenow to third party servicenow if the incident is resolved on our side. 

-> you need to invoke the API via after/async update business rule

-> ask them the format of json request body and include the details properly

Regards
Ankur

[vijay131]

@Ankur Bawiskar Hi Ankur, For 1st and 2nd point, do i need to create outbound rest message with PUT / PATCH method and invoke in the business rule? I see may be for PUT and PATCH method sys_id is required? But in the end point which they provided does not have any sys_id? Could you please any code sample or step by step to use this?

[Ankur Bawiskar]

Hi,

that should be fine if you don't have sysId since it's import set endpoint

you can use POST and create REST Message and ask them the sample json request body

Sample here

REST Message v2

Regards
Ankur