Components installed with Service Exchange (legacy)

Release version: Washingtondc

Updated February 1, 2024

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Summary of Components Installed with Service Bridge (legacy)

The Service Bridge application installs various components such as tables, user roles, business rules, and flows to enhance functionality for customers. Access the Application Files [sysmetadata] table to see all installed components.

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Key Features

Roles Installed

Service Bridge admin [snnowebonding.admin]: Full read access to all Service Bridge tables.
Service Bridge read [snnowebonding.read]: Read-only access to provider requests.
Service Bridge requester [snnowebonding.requestor]: Access to remote record producers and provider requests.

Business Rules Installed

Set provider details in scratchpad: Captures provider information for use in the Create Replication Set UI action.
Populate provider request data: Fills necessary fields in provider requests and checks customer entitlements.
Validate provider details: Ensures correct formatting of provider URLs.
Validate request on customer: Confirms the accuracy of key identifiers during updates.
Change state to Work in Progress: Updates the request state based on user comments.

Tables Installed

Remote Record Producer [snnowebondingremoterecordproducer]: Allows definition of service requests enabled on customer instances.
Provider Request [snnowebondingremoterequest]: Manages customer requests and tracks interactions.
Provider Replication [snnowebondingproviderreplication]: Tracks connections with providers, including synchronization details.
Service Provider [snnowebondingproviderconnection]: Monitors all Service Bridge provider connections.
Service Bridge Entitlement [snnowebondingentitlement]: Contains data on customer entitlements and enabled record producers.
Service Provider Entity [snnowebondingserviceproviderentity]: Manages entities defined by providers and tracks synchronization.

Flows Installed

Set state to Received for Proactive Request: Changes the state of proactive requests.
Create Remote Record Producer: Establishes the remote record producer and its related entities.
Service Bridge Provider Order line item to requested item: Updates synchronization from provider orders to requests.
Service Bridge Order to Request: Synchronizes updates from provider orders to requests.
Create Provider Product offering: Generates entitlements for product offerings.

Key Outcomes

By utilizing the components installed with the Service Bridge application, customers can effectively manage provider requests, ensure data synchronization, and maintain clear visibility into their service connections. This enhances overall service delivery and customer satisfaction.

Several types of components are installed with activation of the Service Exchange application for customers, including tables, user roles, and business rules.

Note:

The Application Files [sys_metadata] table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.

Roles installed

The following roles are installed with the Service Exchange application for customers.

Table 1. Roles installed with the Service Exchange application for customers
Role title [name]	Description	Contains roles
Service Bridge admin [sn_nowebonding.admin]	Provides read access to all Service Exchange tables	idr_read
Service Bridge read [sn_nowebonding.read]	Provides read-only access to provider requests	N/A
Service Bridge requester [sn_nowebonding.requestor]	Provides access to remote record producers and provider requests	N/A

Business rules installed

The following business rules are installed with the Service Exchange application for customers.

Table 2. Business rules installed with the Service Exchange application for customers
Business rule	Table	Description
Set provider details in scratchpad	[sn_nowebonding_provider_connection]	Sets the provider set name and provider from the ServiceNow instance URL in the scratchpad. The Create Replication Set UI action uses this data.
Populate provider request data	[sn_nowebonding_remote_request]	Populates the customer_id, provider_id, and Opened By values on the provider request. It also validates whether the customer is entitled to the service request.
Validate provider details	[sn_nowebonding_provider_replication]	Validates the provider ServiceNow instance URL with a slash (/) character at the end.
Validate request on customer	[sn_nowebonding_remote_request]	Validates the provider_id, customer_id, provider_connection, and record producer values. If these values aren’t correct when updating the application, it updates them to the correct values.
Change state to Work in Progress	[sn_nowebonding_remote_request]	When the user enters comments, it changes the state from Awaiting Info to Work in Progress.

Tables installed

Table 3. Tables installed with the Service Exchange application for customers
Table	Description
Remote Record Producer [sn_nowebonding_remote_record_producer]	Remote record producers are packaged in a provider remote catalog that is published to the ServiceNow Store, from which the customer installs the application onto their instances. This table extends the Record producer [sc_cat_item_producer] table. The provider uses it to define the service requests that are enabled on their Service Exchange customer ServiceNow instances.
Provider Request [sn_nowebonding_remote_request]	Creates a provider request when a customer submits a request using the remote record producer. Used for task tracking for the customer and enables customers to add comments and attachments. Synchronized bidirectionally synchronized between the customer ServiceNow instance and the provider ServiceNow instance. Depending on which flow is invoked, the service definition sys_id and remote record producer sys_id are linked to it.
Provider Replication [sn_nowebonding_provider_replication]	Enables the customer to track the providers with which they’re connected through Service Exchange. This table contains the following information. Unique provider ID Provider's ServiceNow instance URL Reference to the IDR Consumer Replication Set through which the data synchronization is established with their providers.
Service Provider [sn_nowebonding_provider_connection]	Enables the customer to track all the Service Exchange providers with whom they’re connected on their ServiceNow instance. It contains the following information. Unique customer ID Connections table reference [sn_nowservicebridge_provider_replication] through which the data synchronization is established
Service Bridge Entitlement [sn_nowebonding_entitlement]	Contains the customer entitlement data and the record producers that are enabled on the customer's ServiceNow instance. This table also contains the following information. Unique provider ID Unique customer ID Remote record producer reference
Service Provider Entity [sn_nowebonding_service_provider_entity]	Stores the entities that are defined by the provider. Tracks provider items synced through the Instance Data Replication (IDR) to the customer instance. Helps providers to track and stop any updates from the customer instance on the provider-owned entities.

Flows installed

The following flows are installed with the Service Exchange application for customers.

Table 4. Flows installed with the Service Exchange application for customers
Flow	Description
Set state to Received for Proactive Request	Sets the state of the proactive request to Received.
Create Remote Record Producer	Creates the remote record producer and related entities.
Service Exchange Provider Order line item to requested item	Updates the sync provider line item to the requested item.
Service Exchange Order to Request	Synchronizes the state and comments updated from the provider order to the request.
Create Provider Product offering	Creates an entitlement for a product offering.