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:
Step 2: Import Workflows attached:
Step 3: Import or Create Application(Business Source) with Local EDC collector, then create a few local entitlements that match ServiceNow catalog items:
Step 4: Configure Approval and Fulfillment workflows for Application:
Step 5: Create new Script Include in ServiceNow (use SN-ScriptInclude.txt 😞
You need to replace credentials and YourServerAddress.
Step 6: Create new Client Script in ServiceNow (use SN-ClientScript.txt 😞
Step 7: Add visibility for correlation_id in a Request Item page:
Now we are ready for a demo walkthrough.
Step 1: Request iPhone 5 for a user in Via:
Step 2: Take a look at Change Request. Supervisor Approval is required. Perform Supervisor Approval:
Now take a look at Change Request again. An Approval task is listening for ServiceNow to update the request item:
Step 3: Click the listener 1 Approval step, and take a look at Workflow:
Step 4: Go into ServiceNow and set the Item to Work in Progress:
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:
Step 5: Go back in Via, take a look at Change Request and Workflow:
Step 6: Go back in ServiceNow and Close Complete the Item:
Step 7: Go back in Via and take a look at Completed Request and Workflow:
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!
