Create remote task definitions in Service Exchange for Providers (legacy)

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 4 minutes to read

    • As a provider, create remote task definitions that trigger the assignment of a remote task.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to Service Bridge > Provider > Remote Task Definitions.
    2. Click New.
    3. On the form, fill in the fields.
      Table 1. Remote Task Definition form
      Field Description
      Name Name of the remote task definition record.
      Provider table Any task table that you select from the list. For example, you can choose a case table or an incident table.
      Customer table Any task table that you select from the list. For example, you can choose a case table or an incident table.
      Provider Name of the provider. The name is auto-assigned.
      Attachment sync Remote instance from the remote task's parent. The default is that the check box is selected.
      Short description Brief information about this remote task definition.
      Description More detailed information about this remote task definition.
    4. Click Submit.
    5. Open this new Remote task definition record.
    6. On the Inbound fields related tab, click New.
    7. On the form, fill in the fields.
      The inbound fields enable you to receive data from the customer's instance when a remote task is created or updated.
      Table 2. Inbound field form
      Field Description
      Field label Field label that appears on the remote task form.
      Field name Field name that is used in the remote task flow and script.
      Max length Maximum length of the source field name.
      Sync when Field value that enables you to manage when a target field on the remote task's parent record is directly updated by the inbound source field.
      Insert
      Updates the target field on the remote task's parent record only when the remote task is initially inserted.
      Insert or Update
      Updates the target field on the remote task's parent record every time the remote task is updated.
      Never
      The inbound field never updates a target field on the remote task's parent record directly. For example, you can use this field for state mapping where a flow is used to convert the incoming value before updating the target field.
      Note:
      If you set the field value of Sync when to Insert or Insert or Update, Target Mapping is available. When you set the field value to Never, target mapping doesn't appear.
      Source Table (read-only) Table that you select in the Customer table field while creating the remote task definitions.
      Source field Field from the source table that is sent to another ServiceNow instance.

      Source fields allow for Dot-walking to data in related tables, which is useful when reference data is not available between ServiceNow instances. For example, you can create multiple inbound mappings for change incidents (CIs) to include the name, class, IP address, and asset tag.
    8. Click Submit.
    9. On the Outbound fields related tab, click New.
    10. On the form, fill in the fields.
      The outbound fields enable you to send data to the customer's instance when a remote task is created or updated.
      Table 3. Outbound field form
      Field Description
      Field label Name of the field label that appears on the remote task form.
      Field name Field name that is used in the remote task flow and script.
      Max length Maximum length of the field name.
      Sync when suggestion Field value that enables you (the provider) to suggest to the customer when a target field on the remote task's parent record should be directly updated by the inbound source field. The customer can change this setting before activating the definition.
      Insert
      Updates the target field on the remote task's parent record only when the remote task is initially inserted.
      Insert or Update
      Updates the target field on the remote task's parent record every time the remote task is updated.
      Never
      The inbound field never updates a target field on the remote task's parent record directly. For example, use this field for state mapping where a flow is used to convert the incoming value before updating the target field.
      Note:
      If you set the field value of Sync when to Insert or Insert or Update, target mapping is available. When you set the field value to Never, the target mapping doesn't appear.
      Source Table (read-only) Table that is auto-filled from the Provider table field while creating the remote task definitions.
      Source field Field from the source table that is sent to another ServiceNow instance.

      Source fields allow for Dot-walking to data in related tables, which is useful when reference data is not available between ServiceNow instances. For example, you can create multiple inbound mappings for change incidents (CIs) to include the name, class, IP address, and asset tag.
    11. Click Submit.
    12. On the Customer criteria related tab, click New.
    13. On the form, fill in the fields.
      Customer criteria enable you to manage which customers can use these remote task definitions.
      Table 4. Customer criteria form
      Field Description
      Remote Customer Criteria Customer account that you want these remote task definitions to be entitled to.
      Remote task definition Name of this remote task definition record. This name is auto-filled.
    14. Click Publish.
      If you no longer need a remote task definition and want to deactivate it, click Archive. If you want to edit a remote task definition, click Edit.
      Note:
      Do not delete any existing remote tasks. When a remote task is deleted, duplicate parent tasks are created.

    Result

    A remote task definition record is created on your instance. This record is also synchronized with your customer's instance and is now pending activation on your customer's instance.

    Note:
    The remote task variables are the data variables for the inbound fields that are displayed and accessed on the remote tasks. The variables are automatically created when you publish these definitions.