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


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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

image.png.70196d10758c648953cb1671dbeee480.png

image.png.8db77c8e13bfb1683bdb62c56e3e06ec.png

 

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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 !

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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. 

Screenshot 2024-06-11 at 12.01.43.png

Screenshot 2024-06-11 at 13.33.30.png

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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

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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

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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

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