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Configure Advanced Service Process Options

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Configure Advanced Service Process Options

Run business logic before creating a process type record with a preprocessor, or connect service process automation to an external endpoint with an integration definition.

Required Editions

View supported product editions.

Before configuring an advanced option, create and deactivate the service process.

A preprocessor runs custom business logic before the service process creates a Case, Incident, or Service Request record. For example, use a preprocessor to check for duplicate pending requests.

An integration definition connects service process automation to an external endpoint, such as a banking or healthcare system. Use Open Editor to customize either option with Apex.

After you configure the required advanced options, activate the service process.

Add a Preprocessor

  1. From the Service Processes tab, open the service process to which you want to add a preprocessor.
  2. Select the Preprocessor tab.
  3. Click Add Preprocessor.
  4. Select a preprocessor from the list.
  5. Save your changes.
  6. To customize the preprocessor logic with Apex, click Open Editor.

The preprocessor is associated with the service process and runs before the process type record is created.

Add an Integration Definition

  1. From the Service Processes tab, open the service process to which you want to add an integration definition.
  2. Select the Integrations tab.
  3. Click Add Integration.
  4. Select an integration definition from the list.
  5. Save your changes.
  6. To customize the integration with Apex, click Open Editor.

The integration definition is associated with the service process and connects its automation to the external endpoint.

 
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