Transform data with the Service Exchange transform framework

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Transform data with the Service Exchange transform framework

    The Service Exchange Transform Framework in the Yokohama release enables ServiceNow customers to integrate and transform remote task data exchanged between two ServiceNow instances. This framework supports providers in converting inbound and outbound data—including incidents, cases, and service requests—between their instance and their consumer’s instance. By transforming data across tables and fields, it facilitates clear communication and efficient resolution of remote tasks shared through the Service Exchange application.

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    Key Features

    • Multiple Transform Types:
      • Simple: Uses predefined inbound and outbound field values for straightforward data state conversions (e.g., mapping incident states between instances).
      • Advanced: Allows scripted transformations to handle complex data mappings, such as correlating sysid values.
      • Virtual Inbound and Outbound: Script-based transforms applied to virtual fields with mandatory field specifications, enabling customized data handling.
      • Global: Defines default transforms applicable across all consumer accounts unless overridden by specific company or account transforms.
    • Reusability: Transforms are created once and can be reused across multiple remote task definitions, improving efficiency and consistency.
    • Update Behavior: Transforms execute twice on each update to detect field changes, which requires careful condition setup to avoid false positives.

    Practical Considerations

    • Transforms improve interoperability between provider and consumer ServiceNow instances by standardizing data exchange.
    • Utilizing appropriate transform types allows customization based on the complexity and nature of data being exchanged.
    • Be aware of transform execution behavior to prevent unintended duplicate actions during updates.

    Next Steps

    To implement these capabilities, customers should refer to the guide on creating transforms within Service Exchange and review best practices for managing transform conditions to avoid false positives during data updates.

    Use the Transform Framework to integrate tasks between two ServiceNow instances to transform remote task data in the Service Exchange application.

    As a provider, you can use the Transform Framework to transform your inbound and outbound data (such as incidents, cases, and service requests) of the remote tasks between your ServiceNow instance and your consumer's instance. To learn what a remote task is, see Using remote tasks to fulfill consumer requests.

    While using the Service Exchange for Providers application, you and your consumer can exchange the remote task data through tables and fields. The Transform Framework helps you to convert the data between those tables and fields so that you and your consumer can easily communicate with each other while resolving the incidents, cases, and consumer requests. Transforms can be created once and used across all remote task definitions.

    You can use the following transform types in the Transform Framework for your remote tasks:
    • Simple: Select the simple transform option to use the predefined values of the inbound and outbound fields for your remote tasks. For example, by using this transform type, you’re converting the Open state of an incident in the provider's ServiceNow® instance to the In Progress state in the consumer's ServiceNow instance.
    • Advanced: Use an advanced transform where you run a script to determine the inbound and outbound data values for your remote tasks. For example, use this transform type to convert an incoming sys_id into a correlated sys_id for a reference field.
    • Virtual Inbound: Use this to transform or set a value for an Inbound Virtual field. This option uses a script to transform the data and adds a mandatory Inbound Field field.
    • Virtual Outbound: Use this to transform or set a value for an Outbound Virtual field. This option uses a script to transform the data and adds a mandatory Outbound Field field.
    • Global: Use the global transform option to create a default transform definition that can be applied to all consumer accounts.
      Note:
      A matching company or account specific transform overrides the Global transform option.
    Note:
    A transform runs twice on every update to determine which of the mapped fields have changed. If the transform includes a condition, that condition can be met on both runs, causing the action tied to it to run twice instead of once and produce a false positive. To learn more about the behavior, see Service Bridge: Preventing False Positives in Service Bridge Transform Conditions on the ServiceNow Community.

    To learn how to create a transform, see Create a transform in Service Exchange.