PlatformsServiceNow

Workflow Setup

Create ServiceNow Business Rules and REST Messages to automatically send work order data to Field Nation.

Workflow Overview

Loading diagram...

Business Rule: Monitors records and evaluates conditions REST Message: Sends sys_id to Field Nation Field Nation: Fetches full record data and creates work order

Step 1: Create REST Message

REST Messages define the HTTP request sent to Field Nation.

Navigate to REST Messages

ServiceNow → System Web Services → Outbound → REST Message

Create New REST Message

Click New

Name: Field Nation Integration Endpoint: Paste Field Nation trigger URL

https://api.fieldnation.com/integrations/trigger/{CLIENT_TOKEN}

Description: Sends incident data to Field Nation for work order creation

Configure Authentication

Authentication: None (authentication handled by client token in URL)

Save REST Message

Click Submit

Create HTTP Method

Open REST Message

Find your "Field Nation Integration" REST Message → Open it

New HTTP Method

Scroll to HTTP Methods related list → Click New

Name: SendToFieldNation HTTP Method: POST Endpoint: Use parent endpoint (already set)

HTTP Request Tab

Content: application/json

HTTP Request Body:

{
  "sys_id": "${sys_id}",
  "table": "${table}",
  "timestamp": "${timestamp}"
}

HTTP Headers Tab

Add header if needed:

Name: Content-Type
Value: application/json

Save HTTP Method

Click Submit

Test REST Message

Open HTTP Method

Click on "SendToFieldNation" method

Set Test Variables

In Variable Substitutions section:

sys_id: test_12345
table: incident
timestamp: 2025-01-15 10:30:00

Click "Test"

Button at bottom of form

Review Response

Success: 200 OK response Failure: Check error message, verify trigger URL

Step 2: Create Business Rule

Business Rules provide the automation logic to trigger REST Messages.

Navigate to Business Rules

ServiceNow → System Definition → Business Rules

Create New Business Rule

Click New

Basic Configuration

Name: Field Nation - Create Work Order

Table: Select your table (e.g., incident)

Active: ✅ Checked

Advanced: ✅ Checked (required for script)

Configure When to Run

When:

☑ After (run after record saved)
☐ Before (don't check)
☐ Async (optional - prevents UI blocking)
☐ Display (don't check)

When to run:

☑ Insert (new records)
☑ Update (existing records)
☐ Delete (usually not needed)
☐ Query (don't check)

Set Filter Conditions

Condition:

Option 1: Checkbox Trigger

Custom Field "Send to Field Nation" = true

Option 2: State-Based Trigger

State CHANGES TO On-Site Required

Option 3: Assignment-Based Trigger

Assignment Group CHANGES
AND
Assignment Group.Name CONTAINS Field

Option 4: Combined Conditions

State = On-Site Required
AND
Priority IN (1-Critical, 2-High)
AND
Assignment Group.Name = Field Services

Add Script

Advanced tab → Script field:

(function executeRule(current, previous /*null when async*/) {

    try {
        // Get REST Message
        var r = new sn_ws.RESTMessageV2('Field Nation Integration', 'SendToFieldNation');

        // Set parameters
        r.setStringParameterNoEscape('sys_id', current.sys_id.toString());
        r.setStringParameterNoEscape('table', current.getTableName());
        r.setStringParameterNoEscape('timestamp', new GlideDateTime().toString());

        // Execute REST call
        var response = r.execute();
        var httpStatus = response.getStatusCode();

        // Log result
        if (httpStatus == 200 || httpStatus == 201) {
            gs.info('Field Nation: Successfully sent ' + current.getTableName() + ' ' + current.sys_id + ' to Field Nation');

            // Optional: Update field to indicate sync
            // current.u_fn_sync_status = 'sent';
            // current.update();
        } else {
            gs.error('Field Nation: Failed to send to Field Nation. Status: ' + httpStatus + ', Body: ' + response.getBody());
        }

    } catch (ex) {
        gs.error('Field Nation: Exception sending to Field Nation: ' + ex.message);
    }

})(current, previous);

Advanced Options

Prevent Duplicate Sends:

Add condition to check if already sent:

(function executeRule(current, previous) {

    // Skip if already sent
    if (current.u_fn_sync_status == 'sent') {
        gs.info('Field Nation: Record already sent, skipping');
        return;
    }

    try {
        var r = new sn_ws.RESTMessageV2('Field Nation Integration', 'SendToFieldNation');
        // ... rest of script

        // Mark as sent
        current.u_fn_sync_status = 'sent';
        current.setWorkflow(false); // Prevent recursive triggers
        current.update();

    } catch (ex) {
        gs.error('Field Nation: Exception: ' + ex.message);
    }

})(current, previous);

Save Business Rule

Click Submit

Step 3: Test Integration

Create Test Record

Navigate to your table (e.g., Incidents)
Click New
Fill in required fields
Set fields that meet Business Rule conditions
Save record

Verify Business Rule Triggered

Check System Logs → System Log → All:

Look for "Field Nation: Successfully sent..." message
Or error messages if failed

Check Field Nation

Log into Field Nation
Navigate to Work Orders
Find newly created work order
Verify field values match ServiceNow record

Test Status Update (Outbound)

Update work order status in Field Nation
Check ServiceNow record updates
Verify Work Notes added

Troubleshooting

Advanced Configurations

Conditional Field Mapping

Send different fields based on priority:

(function executeRule(current, previous) {
    var r = new sn_ws.RESTMessageV2('Field Nation Integration', 'SendToFieldNation');

    r.setStringParameterNoEscape('sys_id', current.sys_id.toString());
    r.setStringParameterNoEscape('table', current.getTableName());
    r.setStringParameterNoEscape('priority', current.priority.toString());

    // Add additional data for high priority
    if (current.priority <= 2) {
        r.setStringParameterNoEscape('urgent', 'true');
        r.setStringParameterNoEscape('escalation_contact', current.caller_id.email.toString());
    }

    var response = r.execute();
    // ... handle response

})(current, previous);

Multiple Triggers for Different Scenarios

Business Rule 1: High Priority Incidents

Priority = 1-Critical
State = On-Site Required
→ Immediate dispatch

Business Rule 2: Standard Incidents

State = On-Site Required
Priority != 1-Critical
→ Normal dispatch

Business Rule 3: Emergency After-Hours

Priority = 1-Critical
Created During: After hours (use script)
→ Emergency dispatch with special handling

Bidirectional Sync Setup

To update ServiceNow when Field Nation changes:

Field Nation sends webhook to ServiceNow
Create Scripted REST API in ServiceNow
Parse Field Nation webhook payload
Update ServiceNow record using GlideRecord

Example Scripted REST API:

(function process(/*RESTAPIRequest*/ request, /*RESTAPIResponse*/ response) {

    var payload = request.body.data;
    var fn_wo_id = payload.workorder_id;
    var fn_status = payload.status;
    var sys_id = payload.correlation_id; // ServiceNow sys_id

    var gr = new GlideRecord('incident');
    if (gr.get(sys_id)) {
        // Map FN status to ServiceNow state
        if (fn_status == 'assigned') {
            gr.state = 2; // In Progress
        } else if (fn_status == 'work_done') {
            gr.state = 4; // Resolved
        }

        // Add work note
        gr.work_notes = 'Field Nation work order ' + fn_wo_id + ' status: ' + fn_status;
        gr.update();

        response.setStatus(200);
        response.setBody({success: true});
    } else {
        response.setStatus(404);
        response.setBody({error: 'Record not found'});
    }

})(request, response);

Production Deployment

Pre-Launch Checklist

☐ Tested in sub-production instance
☐ All field mappings validated
☐ Error handling tested
☐ Business Rule conditions finalized
☐ Team training completed
☐ Documentation updated

Deployment via Update Set

Create Update Set

Navigate to System Update Sets → Local Update Sets
Click New
Name: "Field Nation Integration"
Capture changes:
- REST Message
- HTTP Method
- Business Rule
- Custom fields (if created)

Export Update Set

Mark Update Set complete
Export XML
Save file securely

Import to Production

Navigate to Retrieved Update Sets
Click Import Update Set from XML
Upload file
Preview Update Set
Resolve conflicts
Commit Update Set

Update Field Nation Configuration

Switch Field Nation from Sandbox to Production:

Update credentials (production ServiceNow)
Update instance URL
Test connection
Copy new trigger URL
Update REST Message endpoint in Production ServiceNow

Monitoring & Maintenance

Regular Tasks

Daily:

Check System Logs for errors
Monitor Business Rule execution count
Review failed REST Messages

Weekly:

Test sample sync
Review field mappings
Check ServiceNow API usage

Monthly:

Update credentials (if not OAuth)
Review and optimize Business Rule conditions
Audit integration usage

Last updated on

Configuration

Configure the ServiceNow connector in Field Nation's Integration Broker to establish API connection and field mappings.

NetSuite Connector

Integrate NetSuite ERP with Field Nation for automated work order creation and service management synchronization.

Workflow Setup

Create ServiceNow Business Rules and REST Messages to automatically send work order data to Field Nation.

Workflow Overview

Loading diagram...

Business Rule: Monitors records and evaluates conditions REST Message: Sends sys_id to Field Nation Field Nation: Fetches full record data and creates work order

Step 1: Create REST Message

REST Messages define the HTTP request sent to Field Nation.

Navigate to REST Messages

ServiceNow → System Web Services → Outbound → REST Message

Create New REST Message

Click New

Name: Field Nation Integration Endpoint: Paste Field Nation trigger URL

https://api.fieldnation.com/integrations/trigger/{CLIENT_TOKEN}

Description: Sends incident data to Field Nation for work order creation

Configure Authentication

Authentication: None (authentication handled by client token in URL)

Save REST Message

Click Submit

Create HTTP Method

Open REST Message

Find your "Field Nation Integration" REST Message → Open it

New HTTP Method

Scroll to HTTP Methods related list → Click New

Name: SendToFieldNation HTTP Method: POST Endpoint: Use parent endpoint (already set)

HTTP Request Tab

Content: application/json

HTTP Request Body:

{
  "sys_id": "${sys_id}",
  "table": "${table}",
  "timestamp": "${timestamp}"
}

HTTP Headers Tab

Add header if needed:

Name: Content-Type
Value: application/json

Save HTTP Method

Click Submit

Test REST Message

Open HTTP Method

Click on "SendToFieldNation" method

Set Test Variables

In Variable Substitutions section:

sys_id: test_12345
table: incident
timestamp: 2025-01-15 10:30:00

Click "Test"

Button at bottom of form

Review Response

Success: 200 OK response Failure: Check error message, verify trigger URL

Step 2: Create Business Rule

Business Rules provide the automation logic to trigger REST Messages.

Navigate to Business Rules

ServiceNow → System Definition → Business Rules

Create New Business Rule

Click New

Basic Configuration

Name: Field Nation - Create Work Order

Table: Select your table (e.g., incident)

Active: ✅ Checked

Advanced: ✅ Checked (required for script)

Configure When to Run

When:

☑ After (run after record saved)
☐ Before (don't check)
☐ Async (optional - prevents UI blocking)
☐ Display (don't check)

When to run:

☑ Insert (new records)
☑ Update (existing records)
☐ Delete (usually not needed)
☐ Query (don't check)

Set Filter Conditions

Condition:

Option 1: Checkbox Trigger

Custom Field "Send to Field Nation" = true

Option 2: State-Based Trigger

State CHANGES TO On-Site Required

Option 3: Assignment-Based Trigger

Assignment Group CHANGES
AND
Assignment Group.Name CONTAINS Field

Option 4: Combined Conditions

State = On-Site Required
AND
Priority IN (1-Critical, 2-High)
AND
Assignment Group.Name = Field Services

Add Script

Advanced tab → Script field:

(function executeRule(current, previous /*null when async*/) {

    try {
        // Get REST Message
        var r = new sn_ws.RESTMessageV2('Field Nation Integration', 'SendToFieldNation');

        // Set parameters
        r.setStringParameterNoEscape('sys_id', current.sys_id.toString());
        r.setStringParameterNoEscape('table', current.getTableName());
        r.setStringParameterNoEscape('timestamp', new GlideDateTime().toString());

        // Execute REST call
        var response = r.execute();
        var httpStatus = response.getStatusCode();

        // Log result
        if (httpStatus == 200 || httpStatus == 201) {
            gs.info('Field Nation: Successfully sent ' + current.getTableName() + ' ' + current.sys_id + ' to Field Nation');

            // Optional: Update field to indicate sync
            // current.u_fn_sync_status = 'sent';
            // current.update();
        } else {
            gs.error('Field Nation: Failed to send to Field Nation. Status: ' + httpStatus + ', Body: ' + response.getBody());
        }

    } catch (ex) {
        gs.error('Field Nation: Exception sending to Field Nation: ' + ex.message);
    }

})(current, previous);

Advanced Options

Prevent Duplicate Sends:

Add condition to check if already sent:

(function executeRule(current, previous) {

    // Skip if already sent
    if (current.u_fn_sync_status == 'sent') {
        gs.info('Field Nation: Record already sent, skipping');
        return;
    }

    try {
        var r = new sn_ws.RESTMessageV2('Field Nation Integration', 'SendToFieldNation');
        // ... rest of script

        // Mark as sent
        current.u_fn_sync_status = 'sent';
        current.setWorkflow(false); // Prevent recursive triggers
        current.update();

    } catch (ex) {
        gs.error('Field Nation: Exception: ' + ex.message);
    }

})(current, previous);

Save Business Rule

Click Submit

Step 3: Test Integration

Create Test Record

Navigate to your table (e.g., Incidents)
Click New
Fill in required fields
Set fields that meet Business Rule conditions
Save record

Verify Business Rule Triggered

Check System Logs → System Log → All:

Look for "Field Nation: Successfully sent..." message
Or error messages if failed

Check Field Nation

Log into Field Nation
Navigate to Work Orders
Find newly created work order
Verify field values match ServiceNow record

Test Status Update (Outbound)

Update work order status in Field Nation
Check ServiceNow record updates
Verify Work Notes added

Troubleshooting

Advanced Configurations

Conditional Field Mapping

Send different fields based on priority:

(function executeRule(current, previous) {
    var r = new sn_ws.RESTMessageV2('Field Nation Integration', 'SendToFieldNation');

    r.setStringParameterNoEscape('sys_id', current.sys_id.toString());
    r.setStringParameterNoEscape('table', current.getTableName());
    r.setStringParameterNoEscape('priority', current.priority.toString());

    // Add additional data for high priority
    if (current.priority <= 2) {
        r.setStringParameterNoEscape('urgent', 'true');
        r.setStringParameterNoEscape('escalation_contact', current.caller_id.email.toString());
    }

    var response = r.execute();
    // ... handle response

})(current, previous);

Multiple Triggers for Different Scenarios

Business Rule 1: High Priority Incidents

Priority = 1-Critical
State = On-Site Required
→ Immediate dispatch

Business Rule 2: Standard Incidents

State = On-Site Required
Priority != 1-Critical
→ Normal dispatch

Business Rule 3: Emergency After-Hours

Priority = 1-Critical
Created During: After hours (use script)
→ Emergency dispatch with special handling

Bidirectional Sync Setup

To update ServiceNow when Field Nation changes:

Field Nation sends webhook to ServiceNow
Create Scripted REST API in ServiceNow
Parse Field Nation webhook payload
Update ServiceNow record using GlideRecord

Example Scripted REST API:

(function process(/*RESTAPIRequest*/ request, /*RESTAPIResponse*/ response) {

    var payload = request.body.data;
    var fn_wo_id = payload.workorder_id;
    var fn_status = payload.status;
    var sys_id = payload.correlation_id; // ServiceNow sys_id

    var gr = new GlideRecord('incident');
    if (gr.get(sys_id)) {
        // Map FN status to ServiceNow state
        if (fn_status == 'assigned') {
            gr.state = 2; // In Progress
        } else if (fn_status == 'work_done') {
            gr.state = 4; // Resolved
        }

        // Add work note
        gr.work_notes = 'Field Nation work order ' + fn_wo_id + ' status: ' + fn_status;
        gr.update();

        response.setStatus(200);
        response.setBody({success: true});
    } else {
        response.setStatus(404);
        response.setBody({error: 'Record not found'});
    }

})(request, response);

Production Deployment

Pre-Launch Checklist

☐ Tested in sub-production instance
☐ All field mappings validated
☐ Error handling tested
☐ Business Rule conditions finalized
☐ Team training completed
☐ Documentation updated

Deployment via Update Set

Create Update Set

Navigate to System Update Sets → Local Update Sets
Click New
Name: "Field Nation Integration"
Capture changes:
- REST Message
- HTTP Method
- Business Rule
- Custom fields (if created)

Export Update Set

Mark Update Set complete
Export XML
Save file securely

Import to Production

Navigate to Retrieved Update Sets
Click Import Update Set from XML
Upload file
Preview Update Set
Resolve conflicts
Commit Update Set

Update Field Nation Configuration

Switch Field Nation from Sandbox to Production:

Update credentials (production ServiceNow)
Update instance URL
Test connection
Copy new trigger URL
Update REST Message endpoint in Production ServiceNow

Monitoring & Maintenance

Regular Tasks

Daily:

Check System Logs for errors
Monitor Business Rule execution count
Review failed REST Messages

Weekly:

Test sample sync
Review field mappings
Check ServiceNow API usage

Monthly:

Update credentials (if not OAuth)
Review and optimize Business Rule conditions
Audit integration usage

Last updated on

Configuration

Configure the ServiceNow connector in Field Nation's Integration Broker to establish API connection and field mappings.

NetSuite Connector

Integrate NetSuite ERP with Field Nation for automated work order creation and service management synchronization.

Workflow Setup

Business Rule Not Triggering

REST Message Failing

Work Order Not Creating

Duplicate Work Orders

On this page

Workflow Setup

Business Rule Not Triggering

REST Message Failing

Work Order Not Creating

Duplicate Work Orders

On this page