Service Bridge

[Vinay49]

Hi,

We have two instances. one is for CSM(instance A) & other is for ITSM(instance B).  
Now the requirement is When a case is created & assigned  to specific "XXX" group, the incident should be created in other instance(ITSM).
IS it possible through Service bridge?

Note: I have installed "SB for provider" plugin in CSM instance(A). And "SB for Consumer" plugin in ITSM instance(B)

Thanks in advance

[Vinay49]

Hi,

Thanks for reply.

We have created remote task definition in provider instance & activated it in consumer instance(provider table is Case & consumer table is Incident). Also, We created a flow designer to create remote task record in provider instance 
Trigger condition is - case is inserted & updated & AG is Sales

Now, When we create case in provider instance & assigned it to sales, remote task is created in provider instance but not in consumer instance. Due to this incident is not created in consumer instance.
However, When we create incident from consumer instance , Remote task is created in consumer instance & as well as in provider instance. Also Case has been created in provider instance.

what could be the issue here?
 

[BobbyNow]

Please check the steps here for creating a Remote task from the Provider instance. It sounds like something may be missing from the required data on the Remote Task.

https://docs.servicenow.com/csh?topicname=service-bridge-v2-create-remote-task-flow-desig.html&versi...

[Vinay49]

Hi Bobby,
Thnaks for your reply,

As per the documentation, I have created this above flow to create a remote task in provider instance. However remote task is not created this time. 

[Vinay49]

@BobbyNow  can you check this once & help me out here?

[Kenny Caldwell]

Vinay49,

Please check the following:

1. In the flow action "Create remote task for consumer" that the "remote task def record" input is the most recent published version. All versions of a given RTD will display in the dropdown. Select an RTD and click the information icon and check the State.

2. Make sure the RTD is Active in the consumer instance.

Thanks,

Kenny