question ServiceBridge Reote Task - how to set the CorrelationID of the Instance which triggered the sync in Technology forum

ServiceBridge Reote Task - how to set the CorrelationID of the Instance which triggered the sync

Community Alums — Wed, 22 Jan 2025 13:07:58 GMT

Let's say I have a RTD which will trigger a Remote Task on the Consumer instance when an incident is assigned to the "Network Support" group, and task will flow to the Provider instance and create a corresponding case.

By mapping the Incident Number, we can easily set the Incident Number as the Correlation ID on the Case.
But, until an update is triggered the opposite direction Case --> Incident, the incident will have an empty Correlation ID. This is problematic for us as the Customer likes to have this reference to 1) Know the integration has worked and 2) Have the Provider's identifier for any email/phone call conversations.

With a REST integration with Consumer Creating a Case, you could get a Response back from the Provider with the bonded record number, but this concept doesn't appear to exist in ServiceBridge.

What would ServiceNow recommend is the best practice at point of bonding for the initiator to get the correlation ID value?

Re: ServiceBridge Reote Task - how to set the CorrelationID of the Instance which triggered the sync

Kenny Caldwell — Wed, 22 Jan 2025 22:39:37 GMT

Hi ChrisT2,

With the latest patch release of Service Bridge for Providers v2.055 and Service Bridge for Consumers v2.055 remote task definition outbound mappings get returned to the source instance after insert in the target instance.

Re: ServiceBridge Reote Task - how to set the CorrelationID of the Instance which triggered the sync

VanGoghJoe1 — Thu, 23 Jan 2025 09:01:07 GMT

@Kenny Caldwell Can you elaborate on where those return values are seen in the source instance? I upgraded to 2.0.55 on both sides and republished the remote task definition, but I still don't see inbound vars in the source remote task until a update initiated from the target instance is made to the parent task.

Re: ServiceBridge Reote Task - how to set the CorrelationID of the Instance which triggered the sync

Community Alums — Thu, 23 Jan 2025 09:58:35 GMT

Please can you expand? I've also done this like @VanGoghJoe1 but have the same issue still

Re: ServiceBridge Reote Task - how to set the CorrelationID of the Instance which triggered the sync

BobbyNow — Thu, 23 Jan 2025 15:40:05 GMT

Please ensure you are creating new tasks to test this. This logic is only valid when the task is initially inserted. If you are reusing an existing task, it will find the matching sys_id on the other side and attach it to the Remote Task.

Re: ServiceBridge Reote Task - how to set the CorrelationID of the Instance which triggered the sync

Community Alums — Thu, 23 Jan 2025 16:16:52 GMT

Sorry @BobbyNow can you provide an example with screenshots? See below, where Provider Case triggered a sync to Consumer Incident Task. This is a new task for integration, not existing.
The remote task on the provider side [sn_sb_pro_remote_task] looks like this and viewing the XML, there is no data with any response data from the consumer i.e. to give us the Incident Task Number that was created.

In this example, you can't see the inbound vars (including the incident task number) until a separate update is initiated on the consumer incident task - and this could be some time after the initial bonding

Re: ServiceBridge Reote Task - how to set the CorrelationID of the Instance which triggered the sync

Kenny Caldwell — Fri, 24 Jan 2025 16:02:27 GMT

I have experienced some issues with Advanced Transforms causing outbound vars to not be returned. I suggest deactivating Advanced Transforms and if outbound vars are returned then one by one activate Advanced Transforms to figure out which ones are causing the problem. Another option would be to create a new RTD with minimal mappings and no Transforms to verify outbound vars are getting returned.

Re: ServiceBridge Reote Task - how to set the CorrelationID of the Instance which triggered the sync

Community Alums — Mon, 27 Jan 2025 08:45:16 GMT

HI @Kenny Caldwell - I haven't had an issue with the advanced transforms - it's just the direction trigger is always one way. E.g. if Provider Case creates Consumer Incident Task then all the outbound field mappings and advanced transforms will apply correctly. The issue however is that only until a seperate udpate has happened on the incident task do we get data mapping the other way - and it's that direction we need on the initial creation of the incident task, to return the correlation ID.

I wonder if you've miss-interpreted the original question?. Do you have any screenshots to demonstrate successfully creating a record in the other instance using ServiceBridge whilst instantly getting a returned value to the source instance of the record that was created?

Re: ServiceBridge Reote Task - how to set the CorrelationID of the Instance which triggered the sync

Jonathan Long — Thu, 30 Jan 2025 17:53:18 GMT

FYI....I came across this article and was experiencing similar issue but maybe just reversed. On the consumer side a record was created that triggered consumer remote task being created. Then we would get remote task on provider side and our case would be created on provider side. But the inbound variables field on the remote task of the consumer would never get updated until next update on the case in the provider.

We were running 2.0.30 on both instances(provider/consumer). After reading this article, I updated both provider and consumer Service Bridge plugins to 2.0.55 and just retested with success.

Upon creation of the remote task in consumer and provider the inbound/outbound vars were synced prior to the "connect" status of the remote task and the correlation id that we were setting on the consumer side with our case number was updated at that time. I did not have to do a subsequent update for that number to be updated.

Also, my consumer transforms also triggered as I wanted that correlation id on the parent RITM of the catalog task as well.

I included screenshot, Provider is on LEFT, Consumer on RIGHT. The process starts on Consumer side with creation of a catalog task.