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.
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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.
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 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.
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.
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.
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.
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.
@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!
