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Service bridge - Provider task

supriyapriy
Tera Contributor

4 weeks ago

When we raise a request from Consumer Instance it will create a provider task and that provider task is reflect on the provider instance also
Issue :  Opened by field is reference to user table But Opened by field filled in consumer instance provider task and shows empty in provider instance provider task 
If we add external user to the authorized user list or user is a consumer company contact we can see opened by filed is filled by Service bridge Sync 
Note: If User data found on both the side also opened by filed is not sync

How to Sync Opened by field of provider task from consumer to provider instance?

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2 REPLIES 2

Srikanth_9
Kilo Sage

4 weeks ago

Hi @supriyapriy,

 

If I'm understanding your question correctly, May I know the Remote Task Definitions are defined properly. Also configured the Inbound and Outbound fields mappings properly on both ends.

 

Could you please elaborate the issue clearly also if you can please upload a screenshot. Please add questions if my understanding was wrong.

 

If the provided solution is useful/working, please Accept as Solution and hit the Helpful. 
 
Thanks & Regards,
Srikanth Akula.
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Kenny Caldwell
ServiceNow Employee

4 weeks ago

Opened by is not synced. The Requester email is synced.

 

  1. Consumer submits RRP.
  2. A Provider Task is created in consumer instance.
    1. Opened by field is set to the user who submits the RRP.
    2. Requestor email field is set to the email address of user who submits the RRP.
  3. The Provider Task syncs to the Provider Instance.
    1. Requestor email field syncs with the Provider Task from the consumer instance.
    2. The Opened by field on the Provider Task in the Provider Instance is populated according to the following.
      1. The provider instance checks the Requestor email against the email field of Authorized users.
      2. If an Authorized user is found, then Opened by is set to the Provider user on the Authorized user record.
      3. If an Authorized user is not found, the provider instance checks the Company on the consumer connection.
        1. If the class of the company of the connection is Company, the Contact for the Company is used for the Opened by.
        2. If the class of the company of the connection is Account, the Primary Contact for the Account is used for the Opened by.
        3. Primary Contact value wins over the Contact. Typically they are the same value.
        4. If Contact and Primary Contact is empty, Opened by on the provider task will be left empty.
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