How to Sync Case on ServiceNow

    Case entity from the Case Management module on ServiceNow.


    Exalate app allows you to synchronize different entity types on ServiceNow. One of them is a Case entity from the Case Management module. You can add sync rules to synchronize the Case. List of fields and entities available for synchronization on ServiceNow.


    Source Side(ServiceNow)

    Outgoing sync

    To send the case data use the code below: 

    if(entityType == "customerCase") {
        replica.summary = customerCase.short_description
        replica.description = customerCase.description
        replica.comments = customerCase.comments
        replica.attachments = customerCase.attachments
        ///other fields supported by the customer case entity

    Destination Side(ServiceNow)

    You need to map the incoming entities. For example:

    • Jira issue of type Task to the ServiceNow Case
    if(replica.issueTypeName == "Support Case") { // if the received issue typeName is Support Case create Case on ServiceNow
        if(firstSync) {
            customerCase.correlation_id = replica.key
            customerCase.correlation_display = replica.key  
        customerCase.short_description = replica.summary
        customerCase.description = replica.description
        customerCase.comments += replica.addedComments

    To start the synchronization create a trigger for every entity type separately.

    Have more questions? Ask the community