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ServiceNow Request Fulfillment: No Polling alternative

MichaelBluteau
Employee
Employee
1 10 848

This post is a follow up to my previous ServiceNow/ServiceDesk integration posts which describe a workflow for fulfillment of requests leveraging a polling loop in workflow(push-pull from Via's perspective).  This new post is looking at an alternative approach using some ServiceNow logic/configuration to update Via when request item is updated on ServiceNow side (push-push) and avoid polling in either direction, so this approach provides a more economical(on resources) alternative.

 

Disclaimer:  This solution is NOT yet supported by RSA and should be used only for testing, demonstration or discussion purpose.

 

Step 1:  Extend Schema for Change Request:

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Step 2:  Import Workflows attached:

Config-3.JPG

Step 3:  Import or Create Application(Business Source) with Local EDC collector, then create a few local entitlements that match ServiceNow catalog items:

Config-1.JPG

Step 4:  Configure Approval and Fulfillment workflows for Application:

Config-2.JPG

Step 5:  Create new Script Include in ServiceNow (use SN-ScriptInclude.txt 😞

pastedImage_4.png

You need to replace credentials and YourServerAddress.

Step 6:  Create new Client Script in ServiceNow (use SN-ClientScript.txt 😞

SNConfig-1.JPG

Step 7:  Add visibility for correlation_id in a Request Item page:

SNConfig-3.JPG

 

SNConfig-4.JPG

 

Now we are ready for a demo walkthrough.

 

Step 1:  Request iPhone 5 for a user in Via:

Req-1.JPG

 

Req-2.JPG

 

Step 2:  Take a look at Change Request.  Supervisor Approval is required. Perform Supervisor Approval:

Req-3.JPG

 

Req-4.JPG

 

Now take a look at Change Request again.  An Approval task is listening for ServiceNow to update the request item:

Req-5.JPG

Step 3:  Click the listener 1 Approval step, and take a look at Workflow:

Req-6.JPG

Req-7.JPG

Step 4:  Go into ServiceNow and set the Item to Work in Progress:

SN-RITM-2.JPG

You can see that I have added some debugging alert boxes, you can comment them out in Client Script.  I have also added some info log items in Script Include:

pastedImage_0.png

Step 5:  Go back in Via, take a look at Change Request and Workflow:

Req-8.JPG

 

Req-9.JPG

 

Step 6:  Go back in ServiceNow and Close Complete the Item:

SN-RITM-4.JPG

Step 7:  Go back in Via and take a look at Completed Request and Workflow:

Req-10.JPG

Req-11.JPG

 

This is work in progress, further improvements will be explored and added, including an upcoming Web Service call for performTask that will allow us to move ServiceNow workflow into Fulfillment where it is more natural to find it.  Stay tuned!

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