Is it possible to adjust the values that are sent from Service Desk to Process Automation?

Document ID : KB000074504
Last Modified Date : 22/03/2018
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Question:
In the integration between Service Desk Manager and Process Automation, the persid is sent from Service Desk into Process Automation on the initial call. Is it possible to adjust the integration to instead sent the ref_num, or another field?
Answer:
By the design of the integration, Service Desk Manager will only send the persid to Process Automation on the initial call. If you'd like to retrieve additional information from Service Desk Manager (the ref_num, or any other value), a web services call will need to be created in Process Automation to fetch this information after the initial information is sent to Process Automation.