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gmellis1
Level: Powered On

"Create an IcM incident" vs "Create or update an IcM incident"-Stuck

 

 

I am struggling with how to transition my flow from the "Create an IcM incident" to a "Create or update an IcM incident" given the complete lack of documentation.

 

I set up the former workflow to generate an ICM incident request into a partner team's queue successfully, and it worked fine except for the fact that it deposited the Description content into the Discussions section, instead of a Summary field that that team uses  as Description.

Create an IcM Incident.pngCreate an IcM incident

So I reached out to a Flow developer, and he recommended using "Create or update an IcM incident" instead because it was more powerful, and could map to ALL of the fields in IcM.

 

However, there is no documentation on what the fields mean and i am not a regular IcM user to be able to interpret.

I have a ConnectorId to use.

However, I have no idea what RoutingId and Source Origin might refer to.

 

Has anyone built a flow using this, and do you know what dataset these fields are expecting?

Create or Update an IcM Incident.pngCreate or update an IcM incident

This is part of a compliance process improvement , so any help here is appreciated.

 

Regards

Greg

1 ACCEPTED SOLUTION

Accepted Solutions
gmellis1
Level: Powered On

Re: "Create an IcM incident" vs "Create or update an IcM incident"-Stuck

Hi Mabel!!

 

Thanks for the feedback!

 

It's deliciously funny that, when i didnt get any feedback on the thread, and i faced the same issue with, how the heck do i pull a routing ID and Sourcing ID for IDs that are dynamically generated per ticket, I started playing around. 

 

And came up with the exact implementation you outlined. Too funny. 

 

I needed to still use the "create or update and IcM incident" though, because the "create an incident" task doesnt have a mapping to the Summary field in ICM for it, which is what the team i am queing work into uses. 

 

So i used "Create an ICM incident" followed by "Get details" to get the IDs like you mentioned. 


And then i used "create or update an ICM incident" to repave the ticket details from Description in DevOps to Summary in ICM. 

 

Too bad the "Create an ICM incident" task is mapped so incompletely. 

 

But thanks again, and yes, will mark as solution. 

 

Have a great week Mabel.

View solution in original post

4 REPLIES 4
Community Support Team
Community Support Team

Re: "Create an IcM incident" vs "Create or update an IcM incident"-Stuck

Hi @gmellis1 ,

 

I have made some tests with the two actions “Create an IcM incident” and “Create or update an IcM incident”.

If you would like to create a new IcM incident, please consider using the action Create an IcM incident.

2.PNG

However, if you would like to update an IcM incident, I suggest use the action Create or update an IcM. However, before this action you will need to add another action “Get incident details”, then get dynamic contents RoutingId and SourceOrigin from “Get incident details”.

The reason why I suggest you use the action Create or update an IcM to update incident is that per my testing, I found that the return results of RoutingId of an incident is something like below:

1.PNG

By the way, I haven’t seen any doc on IcM connector, I will keep an eye on it and back to you if I got any.

 

Best regards,

Mabel

 

Community Support Team _ Mabel Mao
If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.
gmellis1
Level: Powered On

Re: "Create an IcM incident" vs "Create or update an IcM incident"-Stuck

Hi Mabel!!

 

Thanks for the feedback!

 

It's deliciously funny that, when i didnt get any feedback on the thread, and i faced the same issue with, how the heck do i pull a routing ID and Sourcing ID for IDs that are dynamically generated per ticket, I started playing around. 

 

And came up with the exact implementation you outlined. Too funny. 

 

I needed to still use the "create or update and IcM incident" though, because the "create an incident" task doesnt have a mapping to the Summary field in ICM for it, which is what the team i am queing work into uses. 

 

So i used "Create an ICM incident" followed by "Get details" to get the IDs like you mentioned. 


And then i used "create or update an ICM incident" to repave the ticket details from Description in DevOps to Summary in ICM. 

 

Too bad the "Create an ICM incident" task is mapped so incompletely. 

 

But thanks again, and yes, will mark as solution. 

 

Have a great week Mabel.

View solution in original post

tonywa
Level: Powered On

Re: "Create an IcM incident" vs "Create or update an IcM incident"-Stuck

Hey gmellis1,

    You mentioned in your reply that 'And then i used "create or update an ICM incident" to repave the ticket details from Description in DevOps to Summary in ICM. '. I am currious how did you 'repave' the ticket details using "create or update an ICM incident". 

   Assume we have the existing incident id in our hands, I am trying to do that, but eventually get a new incident been created instead of updating existing one.

 

Thank you,

Tony.

gmellis1
Level: Powered On

Re: "Create an IcM incident" vs "Create or update an IcM incident"-Stuck

Hi Tony,

I actually gave up on using "Create or update an IcM incident" because it was routing through some additional set of routing rules i could not determine or isolate, and was landing in my teams' production livesite queue, which was causing serious escalations. 

 

Because i didnt want to risk further fury from the DRIs, i havent gone back to trying to solve the mystery as to what routing ruules were landing "Create or update an IcM incident" into the wrong ICM queue. 

 

With "Create" it arrives in the queue I have specified reliably, albeit the connector is missing alot of field mappings compared to the "Create or update." If i could get access to the production connector to update it personally, i would. 

 

Sorry i couldnt be of more help. 

 

Greg

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