How to Sync Change Request on ServiceNow

    This article shows how to synchronize the Change Request entity from the Change Management module on ServiceNow.


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


    Source Side(ServiceNow)

    Outgoing sync

    To send the Change Request data use the code below:

    if(entityType == "changeRequest") {
      replica.summary = changeRequest.short_description
      replica.description = changeRequest.description
      replica.comments = changeRequest.comments
      replica.attachments = changeRequest.attachments
        ///other fields supported by the Change request entity

    Destination side(ServiceNow)

    You need to map the incoming entities. For example:

    • Jira issue of type improvement to the ServiceNow change request

    To create Change Requests with the received information on your side add the code below:

    if(replica.issueTypeName == "Improvement") { // if the received issue typeName is Improvement create Change on ServiceNow
        if(firstSync) {
            changeRequest.correlation_id = replica.key
            changeRequest.correlation_display = replica.key  
        changeRequest.short_description = replica.summary
        changeRequest.description = replica.description
        changeRequest.comments += replica.addedComments
        ///other fields supported by the Change request entity

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

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