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Passing additional Provider Task fields to the Consumer and obtaining FDS target sys_id's

Shane_C
Tera Contributor

(Transferring from post: Service Exchange - Data Security Summary Now Available in search of an answer...)

 

I am running into some issues with passing additional data via a Proactive Case (NOT via Remote Task) from the Provider instance to the Consumer instance.

 

In addition to the out-of-box (OOB) fields sent via the Proactive Case process, we are trying to pass some additional fields, from the Case to the Provider Task:

(Provider Instance)

Case [sn_customerservice_case] Field

(Provider Instance)

Provider Task [sn_sb_pro_provider_task] Field

(Consumer Instance)

Provider Task [sn_sb_con_provider_task] Field

OOB FieldsOOB FieldsOOB Fields
Account [account]Company [company]

Company [company]
<Lists Provider Company>

Product [product]Product [product]Product [product]
Short description [short_description]Short description [short_description]Short description [short_description]
Description [description]Description [description]Description [description]
State [state]State [state]State [state]
<Case Record>Parent [parent]<Listed as the Provider task [provider_task]: Number only>
<Consumer connection record>Consumer connection [consumer_connection]<Provider connection [provider_connection] is listed instead>
Additional comments [comments]Additional comments [comments]Additional comments [comments]
<Script: contact.email or account.primary_contact.email>Requestor email [requestor_email]Requestor email [requestor_email]
Number [number]Provider task [provider_task]Provider task [provider_task]
<Script, returns Customer Service by default>Application [application]<Does not appear to be used, value on target is global>
Priority [priority]Priority [priority]Priority [priority]
<Script including close_notes and resolution_code>Resolution notes [close_notes]Resolution notes [close_notes]
Additional FieldsAdditional FieldsAdditional Fields
Configuration Item [cmdb_ci]Configuration Item [cmdb_ci] ✖ Configuration Item [cmdb_ci]
Channel [contact_type]Contact Type [contact_type] ✖ Contact Type [contact_type]
Actual start [work_start]Actual start [work_start] ✔ Actual start [work_start]
Actual end [work_end]Actual end [work_end] ✔ Actual end [work_end]
Correlation ID [correlation_id]Correlation ID [correlation_id] ✖ Correlation ID [correlation_id]

(NOTE: The associated CI's are included in FDS from the Provider to the Consumer instance)

 

Values pass from the sn_customerservice_case to the sn_sb_pro_provider_task without issue, but primarily, only the original OOB fields seem to pass to the sn_sb_con_provider_task. (Most  ✖ fail, but surprisingly Actual Start and Actual end  ✔ passed across.)

 

How can this be achieved without requiring customization/changes on the Consumer instance?
We are currently running Service Exchange for Providers v2.3.29


Also, I am interested to know if the provider instance is able to somewhat independently obtain the consumer target record sys_id utilizing FDS and the associated source sys_id as a component.


A lengthier use case-example version on a targeted value:

From a ServiceNow Service Exchange for Providers v2.3.29 instance... 
if we are using FDS to push Configuration Items and their updates to a Consumer instance (without maintaining the same sys_id's), can we utilize the FDS process in combination with PSBScratchpadUtil when creating a provider initiated Proactive Case (Provider Task [sn_sb_pro_provider_task]) record
to ensure the Configuration Item [cmdb_ci] record set on the Provider Task [sn_sb_pro_provider_task] record can properly associate the corresponding FDS Configuration Item [cmdb_ci] record in the Consumer instance associated Provider Task [sn_sb_con_provider_task] (without customizing the Consumer instance) and without knowing with certainty how the target cmdb_ci record is mapped on the consumer instance, whether they processed the FDS data via the Integration Hub ETL / Identification and Reconciliation Engine (IRE) or standard Service Exchange staging mappings or transforms?

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