Add 'integration' to the offered list of values for Contact Type in the Service Now ibridge options

[Adrian Simpkins]

Hi,

I am working on an integration to one of our suppliers who uses ServiceNow. In the Create Case node there is an option to set a Contact type, but this appears to have a hard code list of values that I am unable to update. Can I ask for a further value of 'integration' to be added to the pre defined list please. Below shows the method / field I am referencing

 

The values offered are:

no value (blank)

web

phone

email

chat

social

Many thanks

 

[Steve Giller]

According to ServiceNow's documentation ... no.

Unless the Integrations team know otherwise, that is.

[Adrian Simpkins]

Hi Steve - I am hoping they can add it to this predefined list so I will await their comments

Thanks

[Joshua Howitt]

Hi @Adrian Simpkins, I am waiting for our service now instance to be available to check on this and will update you as I look in to the possibility of implementing this.

[Adrian Simpkins]

Hi Joshua

Thank you much appreciated - just to expand on this it was requested by our supplier as something they have in Service Now as a value

[Joshua Howitt]

Hi @Adrian Simpkins, not a problem and I had a feeling it would be a customer specific value. In the meantime there will be a small delay in me investigating this our Developer instance is taking sometime to start up due to maintenance on Service Now's side.

[Adrian Simpkins]

Hi Joshua 

Thanks for the update - as a workaround we are setting this value to blank, then Block will run a script in Service Now to mark it as integration. If the new value is added to the offered list I will then update this in the BPM once updated - thanks !

[Joshua Howitt]

Hi @Adrian Simpkins it is possible to insert 'integration' to the drop down and it is accepted by the Service Now. However it does not appear in the same manner as other options. It lacks an icon and does not feature the initial letter capitalised. If you are happy with this discrepancy I can proceed. 

[Adrian Simpkins]

Hi Joshua

Thank you for the update - I can double check around the icon and capitalisation then come back to you - I have a meeting with them Thursday so can confirm after that

Hope thats ok

Many thanks

Adrian

[Joshua Howitt]

Hi Adrian,

Perfect thank you. I will be looking forward to hearing from you.

[Adrian Simpkins]

Hi Joshua,

I have had a call with our supplier and Victor. Please note this is not a standard value for all ServiceNow instances, but should be fine to implement but will need guidance included for any other ServiceNow customers to be aware of this extra value. I dont believe the missing icon would pose any issues.

So if this can be added but guidance included just so other ServiceNow integration users would be aware of this extra value

Many thanks 

Adrian

[Joshua Howitt]

Hi @Adrian Simpkins, 

Absolutely I have included an update to the documentation which should be live shortly and included the option of 'integration' within Create Case. Now if the instance isn't set up to receive this it will automatically assign the Case to another Contact Type so please let me know if you run in to any issues.

Best regards,

Josh

[Adrian Simpkins]

Thanks Joshua - we will give it a test on Wednesday this week and let you know if any issues

Many thanks !

[Joshua Howitt]

It was my pleasure @Adrian Simpkins. Perfect I will keep and eye out for your response.