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Incident Synchronization Between ServiceNow Instances Using Flow Designer and Custom action

Use Case: 

When an incident is created in the source ServiceNow instance, a Flow Designer custom action triggers an outbound REST API call to create the same incident in a target instance. The target instance returns a JSON response, which is parsed and stored back in the source incident for confirmation and traceability. 

 

Step 1: Created a REST Message 

  • Navigated to System Web Services → Outbound → REST Message 
  • Created a REST Message named Sample 
  • Set the target instance URL as the endpoint 
  • Configured Basic Authentication using a REST credential profile 
incident synchronization between servicenow instances

Step 2: Configured HTTP Method 

  • Added an HTTP Method named Test 
  • Selected POST method 
  • Set endpoint to 
    https://myinstance.service-now.com/api/now/table/incident 
  • Added HTTP headers: 
  • Accept: application/json 
  • Content-Type: application/json 
  • Defined JSON request body using variables: 
  • short description 
  • caller 
  • Id 
  •          Content: 

 { 

    “sys_id”:”${id}”, 

   “caller_id” : “${cd}”, 

    “short_description” : “${sd}” 

} 

Step 3 :Created a Flow 

  • Created a Flow named Create Incident Through Integration 
  • Configured trigger as Incident Created or Updated 
  • Selected Incident table as trigger source 

Step 4 : Created a Custom Action 

  • Added a custom Action to the flow 
  • Defined input variables: 
  • sd → Short Description 
  • cd → Caller (Sys ID) 
  • id → Incident ID 

Step 5 : Mapped Flow Data to Action Inputs 

  • Mapped Incident Short Description to sd 
  • Mapped Incident Caller to cd 
  • Mapped Incident Sys ID to id 

Step 6 : Added Script Step in Custom Action 

  • Used RESTMessageV2 in the script 
  • Called the configured REST Message and HTTP Method 
  • Passed input variables to REST message parameters 
  • Executed the REST call and logged the response 

(function execute(inputs, outputs) { 

 

  • This is a Flow Designer / Action script 
  • inputs → values passed from Flow (incident sys_id, short description, caller) 
  • outputs → values returned back to Flow 

 

 try { 

 

  • Prevents the integration from failing silently 
  • Any runtime error goes to the catch block 

       

var r = new sn_ws.RESTMessageV2(‘Sample’, ‘Test’); 

 

  • Calls an outbound REST Message 
  • Sample → REST Message record name 
  • Test → HTTP method 
  • This REST Message points to the Target Instance 

 

 

 r.setStringParameterNoEscape(‘id’, inputs.id); 

 r.setStringParameterNoEscape(‘sd’, inputs.shortDescription); 

 r.setStringParameterNoEscape(‘cd’, inputs.callerId); 

   

  • These parameters are sent to the target instance 
  • Used to create the incident there 
  • NoEscape ensures special characters are not altered 

 

var response = r.execute(); 

 

  • Sends the request to the target instance 
  • Waits for the response 

 

 var responseBody = response.getBody(); 

 var httpStatus = response.getStatusCode(); 

  • responseBody → JSON returned by target instance 
  • httpStatus → HTTP code (200, 201 = success) 

 

 

 gs.info(‘Response Body: ‘ + responseBody); 

 gs.info(‘HTTP Status: ‘ + httpStatus); 

 

  • Logs response for debugging 

 

         

 var parsedResponse = JSON.parse(responseBody); 

 var result = parsedResponse.result; 

 

  • Converts JSON string → JavaScript object 
  • All incident details are inside result 

 

      

  var targetIncidentNumber = result.number; 

  var shortDescription     = result.short_description; 

  var priority             = result.priority; 

  var category             = result.category; 

  var subcategory           = result.subcategory; 

  var state                = result.state; 

  var callerSysId           = result.caller_id.value; 

  • Reads individual values from target instance 
  • These fields confirm incident creation success 

 

 

        

  var grIncident = new GlideRecord(‘incident’); 

  if (grIncident.get(inputs.id)) { 

 

  • Opens the Source Instance Incident 
  • Uses inputs.id (source incident sys_id) 

 

 

   grIncident.description = 

           “Incident successfully created in Target Instance\n\n” + 

           “Target Incident Number: “ + targetIncidentNumber + “\n” + 

           “Caller Sys ID: “ + callerSysId + “\n” + 

           “Short Description: “ + shortDescription + “\n” + 

           “Priority: “ + priority + “\n” + 

           “Category: “ + category + “\n” + 

           “Subcategory: “ + subcategory + “\n” + 

           “State: “ + state; 

 

            grIncident.update(); 

        } 

    

  • Stores target incident details 
  • Helps with traceability and auditing 

 

 

    } catch (ex) { 

        gs.error(‘Integration Error: ‘ + ex.message); 

    } 

 

})(inputs, outputs); 

  

  • Logs errors if REST call or parsing fails 

Step 7: Executed Integration via Flow 

  • When an Incident is created in the source instance 
  • Flow triggers automatically 
  • Custom action runs and sends data to target instance 
  • REST API creates a new Incident in the target instance 

 

 

Source Instance: 

Before Integration Trigger: 

  • This is the source instance incident 
  • At this point: 
  • Incident exists only in source 
  • REST integration has not yet written back any data 
  • This incident is the trigger for your Flow Designer + Custom Action 

Target Instance: 

  • This incident was not manually created 
  • It was created by: 
  • Inbound REST API on target instance 
  • Triggered from source instance 
  • Field values match what was sent in REST request 

Source Instance: 

After Integration Execution 

  • The Description field is now populated automatically 
  • REST call executed successfully 
  • Target incident was created 
  • JSON response was parsed correctly 
  • Source incident was updated programmatically
Incident Synchronization Between ServiceNow Instances Using Flow Designer and Custom action