Event Notification Service - Creation and Updates of Incidents

Topic by Bjorn-Erik Edvardsen

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Hi experts,

We are integrating Service Cloud with a 3rd party Asset Management Application using ICS and are investigating using the Event Notification Service for Incidents.

We have a few questions:

1. At what stage is the:

-> NEW Incident Event triggered ?

We have Business Requirements to interface Incidents of a certain Type and when Assigned to a person and placed in a Queue, meaning not all Incidents to be interfaced.

-> UPDATE Incident Event triggered ?

2. Can we filter Incidents by type to for Event Notification Service - New and Update of Incidents ?

3. Incident message payload - my understanding is that the Event Notification for Incident has the full set of Incident data/fields ?

Thanks for your help.

Bjorn-Erik

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