Need help to implement below

SagarG471290243
Tera Contributor

Monday

Hello,

Need help to implement below

Create a incident in another system for particular group + categories using flow that should use minimum 3 sub flows SN 1 and SN2

1. check user exist or not, if not create a user

2. Create a incident when a ticket is assigned to Group A or Group B or Group C and cat 1 as A or Cat 1 as B or Cat 1 as C.

3. Pass attachments as well

4. Monitoring in case of failures using SOW(create integration as Service)

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Itallo Brandão
Mega Guru

Monday

Hello Sagar,

That is an interesting requirement! To keep your integration scalable and maintainable, using Subflows is indeed the best practice.

Here is a recommended architectural blueprint to help you implement this modular solution:

1. The Main Flow (Controller)

This flow acts as the "manager." It checks the conditions and delegates the work to the subflows.

  • Trigger: Created or Updated on Incident [incident].

  • Conditions:

    • (Assignment Group is Group A OR Group B...)

    • AND (Category is Cat A OR Cat B...)

  • Actions:

    1. Call Subflow 1 (User Sync): Pass Trigger.Caller details. Store the output (Remote_User_SysID).

    2. Call Subflow 2 (Incident Create): Pass Trigger.Incident details and the Remote_User_SysID from step 1. Store the output (Remote_Incident_SysID).

    3. Call Subflow 3 (Attachment Sync): Pass Trigger.SysID and Remote_Incident_SysID.


2. The Subflows Logic

Subflow 1: Integration - User Sync

  • Goal: Ensure the caller exists on the remote system to avoid errors.

  • Logic:

    1. Look up Record (Remote User Table) by email.

    2. If Found: Return sys_id.

    3. If Not Found: Create the user and return the new sys_id.

Subflow 2: Integration - Incident Creation

  • Goal: Create the ticket mapped to the correct user.

  • Logic:

    1. Create Record (Remote Incident).

    2. Mapping: Set Caller_id using the Remote_User_SysID input. Set Correlation_ID with your local Incident Number.

    3. Output: Return the new Incident sys_id.

Subflow 3: Integration - Attachment Sync

  • Goal: Move files from source to target.

  • Logic:

    1. Look up Records (Sys Attachment) where table_sys_id is the Source Incident.

    2. For Each attachment found -> Copy Attachment to the Remote_Incident_SysID.

3. Monitoring in SOW (Integration as a Service)

To make failures visible in Service Operations Workspace, you should treat this integration as a Technical Service.

  1. CMDB: Create a Technical Service record named "Incident Integration Service".

  2. Flow Error Handler: Enable the "Error Handler" section in your Main Flow.

  3. Create Alert: In the Error Handler block, add a "Create Record" action for the Alert table [em_alert].

    • Bind to Service: Set the Service field to your "Incident Integration Service".

    • Severity: Critical/Major.

    • Message: "Integration failed for " + Trigger.Number.

This way, any failure will turn the Service Red on the SOW Service Map, alerting your operations team immediately.

I hope this helps you build a robust solution!

If this response helps you achieve your requirement, please mark it as Accepted Solution.
This helps the community grow and assists others in finding valid answers faster.


Best regards,
Brandão.

 

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