How to Sync RITM (Request Item) on ServiceNow

    This article shows how to synchronize the Requested Item(RITM) entity on ServiceNow.


    Exalate app allows you to synchronize different entity types on ServiceNow. You can add sync rules to synchronize each entity type separately or combine sync rules for multiple entities within one connection. List of available fields in supported entities.


    Source side(ServiceNow)

    Outgoing sync

    To send the Request Item data use the code below: 

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

    Destination side(ServiceNow)

    You need to map the incoming entities. For example:

    • Jira issue of type improvement to the ServiceNow Request item

    To create RITM (Requested Item) with the received information on your side add the code below:

    if(replica.issueTypeName == "Improvement") { // if the received issue typeName is Improvement create Request Item on ServiceNow
        requestItem.short_description = replica.summary
        requestItem.description = replica.description
        requestItem.comments += replica.addedComments
    	requestItem.attachments += replica.addedAttachments
        ///other fields supported by the Request Item entity

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

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