To configure messages that should be sent to a Service Provider, you must define the relevant Outbound Message Types. These define the structure, target, and handling of outbound communications.

Basic Configuration

  • Name
    Provide a clear and meaningful name for the message type.

    Note: This name will be shared with the Service Provider, so choose something descriptive and recognizable.

  • Service Provider
    Select the Service Providers that should receive (or be allowed to retrieve) this outbound message.

  • Table
    Specify the table containing the records that form the basis for the message.

  • Description
    (Optional) Add a description to help other users (or your future self) understand the purpose of the message type.

Outbound Configuration

Within the Outbound Configuration tab, define how the message should be sent and processed:

Outbound Type

Choose one of the following methods for message delivery:

  • Direct REST Call
    The Integration App sends a REST message directly to the Service Provider. A REST Message must be selected.

  • Direct SOAP Call
    Sends a SOAP message directly to the Service Provider. A SOAP Message must be selected.

  • Generic Pull
    The message remains in the queue with status ready. The Service Provider is responsible for periodically retrieving (pulling) the message.

    Useful for cases where a direct connection is not possible.

Additional Options

  • Distinct Update
    If selected, the Integration App will check whether an External ID exists for the record:
    • If an External ID exists, the update message will be sent using the specified update configuration.
    • If not, the message is sent to the default (create) endpoint.

      Ideal for scenarios where the same message type is used for both creation and updates, and the Service Provider requires different endpoints.

  • Create Response
    If enabled, the response received from the web service (SOAP or REST) will be added to the message queue as an inbound message for further processing.

    Useful for capturing external references such as ticket numbers or confirmation details.

  • Payload Format
    Select whether the payload should be formatted as JSON or XML.

REST Configuration

  • REST Message
    Select the REST Message used to send data to the Service Provider.

  • REST HTTP Method
    Choose the HTTP method (e.g., POST, PUT) used for sending the message.

  • Update REST HTTP Method
    If Distinct Update is enabled, this HTTP method will be used for update operations.

  • Use IntApp Payload as Body
    If selected, the body of the request will be the payload generated by the Integration App.
    If unselected, the Integration App will populate the selected REST or SOAP message template instead.

SOAP Configuration

  • SOAP Message
    Select the SOAP Message used for the outbound request.

  • SOAP Message Function
    Specify the function used for standard message processing.

  • Update SOAP Message Function
    If Distinct Update is enabled and the record already exists, this function will be used for updating the record at the Service Provider.

  • Append to Endpoint
    Add a static suffix to the endpoint URL for either the REST or SOAP call, if required.

Result Configuration

  • Unique ID Path
    Define where in the response payload the unique ID from the Service Provider can be found:
    • Use XPath for XML responses.
    • Use dot-walking for JSON responses.

    The captured ID will be stored in the External IDs table and used to identify future updates to external records.

Monitoring

  • Create Incident on Error
    Enable this to automatically create a ServiceNow Incident if an error occurs during message processing.

  • Incident Template
    Required if the above option is enabled. Specifies which template will be used when creating the Incident.