--- title: Workaround: Updating an Incident using Webhooks slug: neurons-for-itsm/admin-user-help/enu/latest/workaround-updating-an-incident-using-webhooks createdAt: 2026-07-14T19:16:34.218Z --- ## Scenario This is a proof-of-concept for a workaround to enable you to use Action types other than **Insert Object** with the initial webhooks implementation. This is a complex workaround for advanced users, so if you can wait for the full implementation in a future release of Ivanti Neurons for ITSM, we encourage you to do so. We will use a webhook to update the description for an Incident record; we can do this automatically by using a staging business object and triggered actions. :::hint{type="info"} **Important**: During testing, using triggered actions to automatically delete the staging business object didn't work. Hence you must manually delete staging records that have the **Done **field set to **True**, or set up an action/workflow to run on schedule to do this for you. ::: ### Prerequisites To recreate this example, you need to be an ITSM Administrator, and have access to an external API tool such as Postman. ## How it Works ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/NBKiO_IJDBhZ-XaS6wadC_workaround-webhook-creation1.png" position="flex-start" size="40" initialPath="images/workaround-webhook-creation1.png" githubPath="Content/Configure/Webhooks/images/workaround-webhook-creation1.png" showCaption="false"} 1. Using Postman or a similar tool, send a request via the ITSM webhook to the **WebhookStaging** business object. This request carries the **RecID** of the Incident record to be updated, as well as the new description, all in the request body. 2. Receipt of the request causes the **WebhookStaging** business object to run the **Create a New Record** Action (called **Create Staging** in our example) that creates a new record, and puts all the data from the request body into the **DataField**. 3. In the same Action (**Create a New Record**), an expression extracts the **RecID **from the request body and puts it into an ID field in the newly created **WebhookStaging **object record. 4. The creation of the **WebhookStaging **record causes a Triggered Action to run the **Update a Record** Action that changes the value in the **Done** field from **false** to **true**. 5. Simultaneously, the **Run for Child** Action is configured to run the **Update a Record** Action against the Incident record which takes the description out of the **DataField **and updates the **Description **field in the Incident record. ::::ExpandableHeading ## Create the WebhookStaging Business Object 1. In ITSM, create a business object called **WebhookStaging**. 2. Create the following extra fields in the business object: | Field | Display Name | Type | Nullable | Stored | | --------- | ------------ | --------- | -------- | -------- | | DataField | DataField | Text(Max) | Selected | Selected | | Done | Done | Boolean | Selected | Selected | | RecordID | RecordID | Link | Selected | Selected | ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/qiNgUpBmXmdMruhNkmjqL_workaround-bo-creation1.png" position="flex-start" size="40" initialPath="images/workaround-bo-creation1.png" githubPath="Content/Configure/Webhooks/images/workaround-bo-creation1.png" showCaption="false" indent="1"} 3. Click on **Relationships** for the **WebhookStaging **business object and set up the relationship between the staging business object and the Incident business object as shown. ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/2SYmgv3Zn03qwpExIlD2J_workaround-bo-creation2.png" position="flex-start" size="40" initialPath="images/workaround-bo-creation2.png" githubPath="Content/Configure/Webhooks/images/workaround-bo-creation2.png" showCaption="false" indent="1"} :::Paragraph{indent="1"} The staging business object is related to the Incident business object **(zero or many** contained in** zero or one**), storing the Incident RecID in the **Link **field. ::: :::: ::::ExpandableHeading ## Create the "CreateStaging" Action in ITSM **CreateStaging** is based on a **Create a New Record** Action block and is used to create a staging object to dump the data sent to the webhook into, as well as the **RecID **of the record to update. 1. Open the **Graphical Action Designer**. :::Paragraph{indent="1"} See: [Using the Graphical Action Designer (GAD)](docId:2Wq6ihUN2zxiR21eA3M7g). ::: :::hint{type="info"} **Tip: **You can use the **Classic Action Designer** if you prefer. ::: 2. Create a new block using the **Update Variables and Stored Values** Action block type. This block updates the stored values and variables used in your Action. ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/YZSo6g7-jVmbMKwc2dgUh_workaround-qa-creation1.png" position="flex-start" size="40" initialPath="images/workaround-qa-creation1.png" githubPath="Content/Configure/Webhooks/images/workaround-qa-creation1.png" showCaption="false" indent="1"} :::Paragraph{indent="1"} For more help see: [Update Stored Values and Variables Quick Action](docId\:DofJmmkz8_OmkTCcL485K) ::: 3. Configure the **Update Variables and Stored Values** Action block to store the data given to the webhook endpoint in the required variable **WebhookBody**. Edit the values as follows: | Field | Value | | ------------- | ----------- | | Variable Type | Variable | | Name | WebhookBody | | Data Type | JSON | | Value | \{} | ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/ZLL6iR3EIUjKTz1snoRFe_csm-eg-itsm-qa1.png" position="flex-start" size="40" initialPath="images/csm-eg-itsm-qa1.png" githubPath="Content/Configure/Webhooks/images/csm-eg-itsm-qa1.png" showCaption="false" indent="1"} 4. Create a new block using the **Create a New Record** Action block type, and attach it to the **Update Variables and Stored Values** Action block. ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/LCmJK73GmJpq4-eSpFj5R_workaround-webhook-creation2.png" position="flex-start" size="40" initialPath="images/workaround-webhook-creation2.png" githubPath="Content/Configure/Webhooks/images/workaround-webhook-creation2.png" showCaption="false" indent="1"} 5. Edit the **Create a new record** block. :::Paragraph{indent="1"} For EACH field, create an expression using the **Simplified Expression Editor **to use the variable to populate that particular field. The **DataField **and **RecordID **fields are populated from the webhook data. For **RecordID**, the expression retrieves a value for the JSON path and uses it to populate the field. Use this expression to populate the **RecordID** field: ::: :::Paragraph{indent="1"} $(JSONPathValue(Variable("WebhookBody"), "$.incidentRecId")) ::: ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/CTUG9kKKgRmArwrykJvBY_workaround-webhook-creation3.png" position="flex-start" size="40" initialPath="images/workaround-webhook-creation3.png" githubPath="Content/Configure/Webhooks/images/workaround-webhook-creation3.png" showCaption="false" indent="1"} :::Paragraph{indent="1"} The target business object (Incident) is set in the **RecordId\_Category** field. ::: :::Paragraph{indent="1"} For help, see: [Using the Simplified Expression Editor](docId\:AYcVgwQ-XAxop0oFPGL9H) ::: 6. Save your Action as **Create Staging**. :::: ::::ExpandableHeading ## Create the Webhook in ITSM Create a webhook to trigger the **Create a New Record** Action to put webhook data and the RecID into the staging business object **WebhookStaging**. 1. In the **Settings **menu, click on **Webhooks Manager** in the **Build **section. :::Paragraph{indent="1"} The **Webhooks Manager** opens. ::: ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/0YWP5EdRGlpA7Lh8oi5l0_creatingwebhook.png" position="flex-start" size="40" initialPath="images/creating_webhook.png" githubPath="Content/Configure/Webhooks/images/creating_webhook.png" showCaption="false" indent="1"} 2. Click **Add a Webhook**. 3. Enter this information into the fields: | Field | Value | | ---------------------- | -------------------------------------------------------------------------------------------------------------------------- | | Name | Update Incident Description | | Description | This webhook creates a staging object, which in turn runs a Triggered Action to update the related Incident's description. | | Endpoint Extension | UpdateIncident
**Note:** The endpoint extension is case-sensitive. | | Full Endpoint | https\://\{tenant url}/api/rest/Webhooks/Execute?extension=UpdateIncident | | Select Business Object | WebhookStaging (WebhookStaging) | | Select Action | CreateStaging (Composite Action) | ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/NBKiO_IJDBhZ-XaS6wadC_workaround-webhook-creation1.png" position="flex-start" size="40" initialPath="images/workaround-webhook-creation1.png" githubPath="Content/Configure/Webhooks/images/workaround-webhook-creation1.png" showCaption="false" indent="1"} 4. Click **Save**. :::Paragraph{indent="1"} A confirmation message appears saying **Webhook successfully created**. Your webhook appears in the list and is enabled by default. ::: :::: ::::ExpandableHeading ## Create the Update a Record Action The **Update a Record** Action runs from the **Run for Child** Action, and updates the description of the target object by taking the data dumped into the related **WebhookStaging **object. 1. Open the **Graphical Action Designer**. :::Paragraph{indent="1"} See: [Using the Graphical Action Designer (GAD)](docId:2Wq6ihUN2zxiR21eA3M7g). ::: 2. Create a new block using the **Update Description** block type. Name it **Update a record**. ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/XTMrEZWel8glU8pzi1gwZ_workaround-2ndqa-creation1.png" position="flex-start" size="40" initialPath="images/workaround-2ndQA-creation1.png" githubPath="Content/Configure/Webhooks/images/workaround-2ndQA-creation1.png" showCaption="false" indent="1"} 3. Edit the **Update a record** block. :::Paragraph{indent="1"} Create an expression using the Simplified Expression Editor to take the content from the **DataField **and parse it into the Incident **Description **field. Use this expression: ::: :::Paragraph{indent="1"} $(JSONPathValue(\[WebhookStaging#.WebhookStaginAssocIncident]DataField, "$.description")) ::: ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/_AHtu2g9qz72KCvtHQscA_workaround-2ndqa-creation2.png" position="flex-start" size="40" initialPath="images/workaround-2ndQA-creation2.png" githubPath="Content/Configure/Webhooks/images/workaround-2ndQA-creation2.png" showCaption="false" indent="1"} :::: ::::ExpandableHeading ## Set up the Triggered Actions in ITSM Set up two Triggered Actions against the **WebhookStaging **business object. One of these has an Action as part of it based on **Run for Child**. 1. With the **WebhookStaging** business object open, click **Business Rules**. 2. Click **Triggered Actions**. 3. Create two triggered actions as follows: :::hint{type="info"} **Tip:** Click **Next **to move to the next screen to find all the fields shown in the tables for each triggered action. ::: | Trigger 1 | Value | | -------------------------------------------- | ---------------------------------------- | | Name | Set Done to True | | Object Event | On Insert | | Action that will be executed by this trigger | Action: Update Object | | Target Object Field | Done = $(true)
Overwrite = selected | | Trigger 2 | Value | | -------------------------------------------- | --------------------------- | | Name | Trigger Incident Update | | Object Event | On Insert | | Action that will be executed by this trigger | Run For Child | | **Run for Child Configuration** | | | Child Object and relationship | WebhookStagingAssocIncident | | Add New > Action to run | Update Description | :::Paragraph{indent="1"} The **Run for Child **Action is triggered on creation of the staging object, and runs the third action using the relationship between the staging business object and the target record. ::: ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/rmQFPbtJ-72tu0SjaAdJd_workaround-rfcqa-creation1.png" position="flex-start" size="40" initialPath="images/workaround-rfcQA-creation1.png" githubPath="Content/Configure/Webhooks/images/workaround-rfcQA-creation1.png" showCaption="false" indent="1"} ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/BR0tfBBSB16ezfIDM640A_workaround-rfcqa-creation2.png" position="flex-start" size="40" initialPath="images/workaround-rfcQA-creation2.png" githubPath="Content/Configure/Webhooks/images/workaround-rfcQA-creation2.png" showCaption="false" indent="1"} :::Paragraph{indent="1"} Create the Triggered Action using the following fields: ::: | Field | Value | | ------------- | --------------------------- | | Name | Run for Child | | Relationship | WebhookStagingAssocIncident | | Action to run | Update Description | 4. Click **Save**. :::: :::ExpandableHeading ## Sending a Request to Update a Record Description 1. This is the target Incident record with the description that we want to update. ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/j6jS0hQublpvPdy9-aklg_workaround-demo1.png" position="flex-start" size="40" initialPath="images/workaround-demo1.png" githubPath="Content/Configure/Webhooks/images/workaround-demo1.png" showCaption="false" indent="1"} 2. Using Postman or a similar tool, send the **RecID** of the target Incident and the new **Description** in the request. ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/-PL4gyXlWaS1h9s7GlAyx_workaround-demo2.png" position="flex-start" size="40" initialPath="images/workaround-demo2.png" githubPath="Content/Configure/Webhooks/images/workaround-demo2.png" showCaption="false" indent="1"} 3. Click **Send **in Postman. 4. Click **Refresh **in the ITSM Incident record page. 5. The **Description **field has been updated with your new value. ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/wivehjPHPdWrAaVfM1Aso_workaround-demo3.png" position="flex-start" size="40" initialPath="images/workaround-demo3.png" githubPath="Content/Configure/Webhooks/images/workaround-demo3.png" showCaption="false" indent="1"} :::