Case entity from the Case Management module on ServiceNow.
Introduction
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.
Configuration
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.
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