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I have a requirement to send outbound, when ever an email sent for incident.
For ex: there are 2 systems both are servicenow tool only, so we are integrating 2 systems which is of servicenow only.
Now, user creates incident in systemA and same incident gets created in systemB. Now, if email gets triggered for incident than we can see details in activity logs, hence same details should be updated in other system as well.
Basically whenever email is sent those details should be sent across to other system as well.
Appreciate your inputs.
How are you integrating the two servicenow instances?
I would advise against doing it email based, and instead looking at a REST API integration.
Then any possible update (e.g. additional comments added) can be sent from one instance to the other over REST to keep the two in-synch live time.
Then, the REST calls can be sent using a specific integration user, e.g. InstanceAUser. So when Instance A does a REST PUT call to update a record in InstanceB, you can define the InstanceB notification logic not to run when updated by is InstanceAUser. This prevents duplicate notifications.
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Am using REST integration only. My requirement also has, when ever email sent for incident, we can email details under activity logs so, same details also need to sent across other system has update.
I can see under Sent/Received email in activity logs. How to get this value ?
What type of integration did you set up? is it REST or SOAP also if you have mapped your additional comments and worknotes would'nt that solve your issue?
REST integration. When ever email sent for incident, we can details under activity logs. it will be under Sent/Received emails, so how to this value so that i can sent across to other system.
Did you map comments and worknotes too in your field mapping?
Yes, but the email sent value is in Sent/Received emails.
I donot understand when you say email value is in Sent/Received. Do you mean if end user replies to the notification it is not transferred to the ticket? because if you mapped your comments and worknotes you can write a bussiness rule for starters to trigger the REST Message to update the comments and worknotes on other ServiceNow instance
When email is sent from servicenow, the details will be present in activity logs. I want to send this details to other system.
So, you want to send the log that email has been sent to the end user to the worknotes of the other instance is that what you are looking for?
Yes, correct. which includes to whom it sent, body of mail and all those details as present in activity logs