How to Sync RITM (Request Item) on ServiceNow

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

Introduction

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.

Configuration

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

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
}