question Re: Error Handling in ServiceNow for a OUTBOUND Rest message in Incident Management forum

Error Handling in ServiceNow for a OUTBOUND Rest message

Naveen87 — Mon, 25 Mar 2024 05:22:03 GMT

Hello Developers,

We are doing e-bonding via OUTBOUND Rest Message.

We are X company & OUTBOINDING to Y company.

There is a BR at place which will trigger the OUTBOUND with necessary Data from X to Y & a ticket will be created on Y company end.

Ticket number will be sent back as Acknowledgement & stored on Correlation ID on X company.

I want to set-up Error Handling, Just in case If ticket is not created on Y company, Network failure etc., could be reasons.

Where I could re-trigger it & new ticket is created on Y company.

Not sure, If this is something which can be achieved.

Please suggest.

Re: Error Handling in ServiceNow for a OUTBOUND Rest message

Ankur Bawiskar — Mon, 25 Mar 2024 06:20:25 GMT

@Naveen87

in the same BR you can handle the retry mechanism.

Something like if you don't get response then try for 2-3 times with a gap of 1min or so and if no response after all the try then create a email or ticket in instance X

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: Error Handling in ServiceNow for a OUTBOUND Rest message

Naveen87 — Mon, 25 Mar 2024 07:45:58 GMT

@Ankur Bawiskar ,

Can you please help me with line of codes to be written on BR.?

(function executeRule(current, previous /*null when async*/ ) { try { var r = new sn_ws.RESTMessageV2('global.EUW Ebonding', 'POST Incident'); r.setStringParameterNoEscape('u_customer_ticket_id', current.number); r.setStringParameterNoEscape('u_shr_priority', current.priority); r.setStringParameterNoEscape('u_shr_assignment_group', current.getDisplayValue('assignment_group')); r.setStringParameterNoEscape('u_pass_to_servicenow', 'Yes'); r.setStringParameterNoEscape('u_ticket_type', 'Incident'); r.setStringParameterNoEscape('u_transaction_type', '2'); var response = r.execute(); var responseBody = response.getBody(); gs.info("responseBody " + responseBody); var jsonObj = JSON.parse(responseBody) var ticketid = jsonObj.result.u_partner_ticket_id; current.correlation_id = 'euwbond:' + ticketid; var correlation_id = current.correlation_id; if (!correlation_id) { // Field is empty, proceed with your desired action gs.addInfoMessage("Correlation ID is empty"); } else if (correlation_id.includes("euwbond:INC")) { // Field contains "EUW bond", do nothing gs.addInfoMessage("Correlation ID contains 'euwbond'"); } else { // Field contains something else, show error message gs.addErrorMessage("Correlation ID already set with 'euwbond'"); } var httpStatus = response.getStatusCode(); } catch (ex) { var message = ex.message; } })(current, previous);

Re: Error Handling in ServiceNow for a OUTBOUND Rest message

Naveen87 — Wed, 27 Mar 2024 08:40:36 GMT

@Ankur Bawiskar ,

Can you suggest the line of codes for this error handling.

I have shared my current BR configurations.

Re: Error Handling in ServiceNow for a OUTBOUND Rest message

Naveen87 — Thu, 28 Mar 2024 06:06:20 GMT

I created a Scheduled Job. Running Periodically.

Please let me know if below script if fine or need modifications.

What else would be required apart from Scheduled Job?

// Find incidents where correlation ID is not received and retry flag is set, //create a custom field called retry flag var grIncident = new GlideRecord('incident'); grIncident.addQuery('correlation_id', ''); grIncident.addQuery('retry_flag', true); // Assuming you have a field to indicate retry is needed grIncident.query(); while (grIncident.next()) { // Check if the last update time is more than 1 or 2 minutes ago var lastUpdated = new GlideDateTime(grIncident.sys_updated_on); // Assuming sys_updated_on field stores the last update time var currentTime = new GlideDateTime(); var minutesSinceLastUpdate = GlideDateTime.subtract(currentTime, lastUpdated).getNumericValue() / (1000 * 60); if (minutesSinceLastUpdate >= 1 && minutesSinceLastUpdate <= 2) { // Trigger the outbound REST message again var restMessage = new sn_ws.RESTMessageV2('global.EUW Ebonding', 'POST Incident'); restMessage.setStringParameter('incident_number', grIncident.number); // Pass incident number or any other necessary parameters var response = restMessage.execute(); // Check response and update incident accordingly if (response.getStatusCode() === 200) { // Update incident with correlation ID from response var responseBody = response.getBody(); // Assuming response body contains correlation ID grIncident.correlation_id = responseBody; grIncident.retry_flag = false; // Reset retry flag grIncident.update(); } else { gs.error('Failed to trigger REST message for incident: ' + grIncident.number); // Handle error scenario - you can log error, update retry count, etc. } } else { // Update incident with appropriate status or log that retry time window has not passed gs.info('Retry time window has not passed for incident: ' + grIncident.number); } }