Ashutosh Munot1
Kilo Patron
Kilo Patron

Introduction:

In this article you are going to learn how to transfer the incident from one ServiceNow instance to Other ServiceNow instance and keep them in sync. I have seen in my past experience that this is the most common requirement in my MNCs and large organizations where there are N number of external vendors supporting their business. So ServiceNow come up with a solution to make it easy and Low Code No code and introduced a Ebonding Spoke which is available in all ServiceNow Instance OOB.

Pre-requisite:

  • Username and password (credentials) from both the instances.
  • If you customize this spoke then you need REST protocol support and might need IntegrationHub support.

What are we going to do in this article?

  • Learn how to setup the connection and credentials.
  • How out of the box this Spoke works (Mainly 3 actions)
  • How to extend this actions and how to exchange extra information between the instances.
  • How to send or ebond attachments between two instances.

Case 1 & 2: Setting up credentials and connection and OOB ServiceNow Ebonding Spoke demo

In this case we will see how to setup the connection and credentials for both the instances. When i say both means two servicenow instances between which we need to do Ebonding of the incident. In this below video you will see how to achieve this two cases. I have explained the OOB actions and what fields they support which means what data is exchanged between two instances.

Note: I am using Basic authentication in this demo but you can use oAuth as well and in that case the pre-requisite might change and you need to setup the app registry for the same.

Case 3: Extend the spoke to accommodate extra fields to be transferred between two instances.

OOB below fields are supported to be transferred from one instance to other instance.

  • Short Description
  • Description
  • State
  • Caller
  • Business Service
  • Category
  • SubCategory
  • Impact
  • Urgency
  • Configuration Item
  • Assignment Group
  • Assigned To
  • Contact Type
  • Correlation ID: Incident number of the record passed

I have seen that this fields are not enough to be exchanged between two instances. We should have a detailed work notes and comments also to be transferred between instance. So the question is if we can do that and the answer is YES we can do that. I have explained how to do that in below video. There is a OOB script include called as PayloadBuilder which is private and cant be modified so we have to copy the script include code and create a new one and update the spoke action as show in video.

Case 4: Transferring attachments with Ebonding and IntegrationHub REST Protocol

As you know, we OOB do not send attachments using Ebonding spoke. So i create a custom action and custom flows to send attachments to the remote instance. In below video you will see the detailed explanation on how you can achieve that. This requires IntegrationHUB subscription because we need REST protocol support.

This way we have learnt to do end to end ebonding i.e. keep two incidents in sync with each other. This article has attachments which has custom flows, custom actions which i have used in my demos.

Please don’t forget to mark helpful ,bookmark this article and subscribe my YouTube channel.

Thanks and Regards,
Ashutosh Munot

ServiceNow Developer and 3x Community MVP

My Article and Blogs

YouTube Channel

Comments
Mounika Reddy
Kilo Contributor

Hi Ashutosh,

 

I am getting below error. Can you help me

step➛REST step➛Error Code
1
Response BodyString
step➛REST step➛Response Body
{"error":{"detail":null,"message":"Missing parameter: file_name"},"status":"failure"}
StatusString
step➛REST step➛Status Code
400
IBM LUmen
Mega Explorer

Hi Ashutosh,

 

Thank you so much for this incredible article.

I am also working on the same thing so had one question in mind if you could help me with.

Q. OOB we have Incident Creation , Update and lookups.  I wonder how I can achieve when I create Incident in source instance and it shall create case /Change /request etc.

 

Regards

Sandeep Kumar

Ashutosh Munot1
Kilo Patron
Kilo Patron

HI,

Do you have integrationHub Subscription? We need REST capabilities in flow designer to achieve this.

Thanks,
Ashutosh

IBM LUmen
Mega Explorer

Hi Ashutosh ,

I have IntegrationHub Enterprise subscription enabled.

 

Regards

Sandeep Kumar

Ashutosh Munot1
Kilo Patron
Kilo Patron

Awesome then. YOu can copy the actions and modify them to point them to respective tables APIs. Then you have to deploy them to both the instances you want to integrate.

If you need any help happy to explain you in details.

Thanks,
Ashutosh

Sandeep Kumar6
Giga Guru

Hi Ashutosh,

Thank you for your kind words.

I am working few use cases I will contact you if anywhere I am stuck.

Is it possible that we can connect through any other channel ? 7829333451 is my whatsapp number please ping if you ca spare some time.

 

Apologies for confusion. "IBM Lumen" is also my ID.

Regards

Sandeep Kumar

 

 

 

Community Alums
Not applicable

Hi Ashutosh,

Thanks for the video. It solved my issue. I felt that you could have explained about creation of ebonding user credentials and roles shall be assigned to ebonding user. Thank you once again.

Ashutosh Munot1
Kilo Patron
Kilo Patron

Thank you for the suggestion. I did some of that in part one of this article but will explain that in detail in other article.

Thanks,
Ashutosh

bassem1
Tera Contributor

Hi Ashutosh,

Thank you so much for this article it really help, i added the 2 lines to the copy script include for comments and work_notes. so the comments are updated but the work_notes they are not updates at all.

 

Any recommendation ?

 

Thank you 

Bch

nickanice
Tera Contributor

Hi Ashutosh,

 

How can I update attachment from remote incident, as I able to send attachments provided in the update set.

Tushar Arora
Mega Explorer

Hi Ashutosh, Great Tutorial can you please let me know if we consider the MSP model , how can i ebond my MSP SErvicenow instance with multiple client Service Now.

Merit71
Tera Contributor

Hi Ashutosh,

 

This is really great article. I checked OTB spoke available - which uses Table APIs internally - which many clients has concerns about. If we need to use Scripted REST APIs I think we will need to customize this spoke or write new scripted APIs altogether.

vigneshselv
Tera Explorer

Hi Ashutosh Munot1,

I have followed all the steps mentioned in the steps you mentioned above. I incorporated all the steps from the video that you uploaded still I'm getting the following error. The incident was created but the attachment is not mapped in the remote incident record.

 

 

vigneshselv_1-1721380731980.png

I'm getting status code as 400(bad request).

 

vigneshselv_2-1721380815882.png

 

Aishwarya Pati1
Tera Contributor

@Ashutosh Munot1 Thank you for sharing this! could you please let me know if it necessary for both (servicenow and the Other ServiceNow instance) to be on the same release version ?

 

We have Yokohama coming up, and would like to upgrade, however, I wanted to understand what impact would it cause if the ebonding partner is not upgrading and remains on Xanadu. Please let me know!

Version history
Last update:
‎02-12-2021 11:00 AM
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