How to Sync Problem on ServiceNow

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


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


    Source side(ServiceNow)

    Outgoing sync

    To send the Problem data use the code below: 

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

    Destination side(ServiceNow)

    You need to map the incoming entities. For example:

    • Jira issue of type Bug to the ServiceNow Problem

    Incoming sync

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

    if(replica.issueTypeName == "Problem") { //if the received issue typeName is Problem create Problem on ServiceNow
        if(firstSync) {
            problem.correlation_id = replica.key
            problem.correlation_display = replica.key  
        problem.short_description = replica.summary
        problem.description = replica.description
        problem.comments += replica.addedComments

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

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