How to Sync Problem on ServiceNow

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

Introduction

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.

Configuration

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
}