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Attachment synchronization

Attachment synchronization

ServiceNow Side

Basic support

To activate synchronization of attachments from ServiceNow to SAP SolMan, simply add the attribute “ISATTACHSET” to the payload definition of the tasktype:

Go to All → CC4 → Customising and choose the payload you want to add attachments and add new name-value pair. value can be left initial.

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Options

Without any specifications all attachments will always be sent. Per default the binary data will be sent. To fine tune this feature, following options are aviable:

Option Name

Option Value(s)

explanation

Option Name

Option Value(s)

explanation

delta_user

the username (id) of integration user created in ServiceNow instance

All attachments coming from SolMan will be created by this integration user and you might not want to send those attachments back.

delta

LAST

FULL

LAST will sent only attachments created after last synchronization;

FULL sends all attachments associated to this ticket

sending_mode

binary [default]

url

binary is recommended when only a few or small attachments in one ticket. The binary data is sent inside the body-payload and might get relatively big

url is recommended for many big attachments per ticket. To get the actual attachment, an additional REST-GET call has to be performed form SAP side, which leads to more traffic overall.

A final definition might look like this: