This page describes the reference of the entities and fields supported for synchronization from the ServiceNow instance.
Note: Starting from version 5.0.28, Exalate can sync any entity from ServiceNow. For more information, please read How to sync any entity in Exalate for ServiceNow.
Warning: Do not use the following construct:
entity.work_notes += replica.addedComments
In ServiceNow, updating entity.work_notes results in a single new work_note containing the provided content. Because of the original entity.work_notes (which is provided to the incoming sync) contains all the work notes of the entity, the statement above effectively duplicates the work_notes. If you were to repeat this a couple of times, the results, it would compound the problem considerably. Instead, you can update work notes as internal comments. For more information, please read How to Sync Comments in ServiceNow.
Note: The proxy user needs to have access to the appropriate entities in order to sync them. Fore mor information, please read the permissions page.
Fields Supported in Incident Entity
|
|
field name | variable | type |
|---|---|---|---|
| 1 | Number | incident.number | String |
| 2 | Short description | incident.short_description | String |
| 3 | Description | incident.description | String |
| 4 | State | incident.state | Choice |
| 5 | Additional comments | incident.addedComments | Journal Input |
| 6 | Assigned to | incident.assigned_to | Reference |
| 7 | Assignment group | incident.assignment_group | Reference |
| 8 | Caller | incident.caller_id | Reference |
| 9 | Category | incident.category | Choice |
| 10 | Subcategory | incident.subcategory | Choice |
| 11 | Caused by change | incident.caused_by | Reference |
| 12 | Change request | incident.change_request | Reference |
| 13 | Configuration item | incident.cmdb_ci | Reference |
| 14 | Correlation ID | incident.correlation_id | String |
| 15 | Correlation display | incident.correlation_display | String |
| 16 | Impact | incident.impact | Choice |
| 17 | Priority | incident.priority | Choice |
| 18 | Urgency | incident.urgency | Choice |
| 19 | Problem | incident.problem | Reference |
| 20 | Resolution code | incident.close_code | String |
| 21 | Resolution notes | incident.close_notes | String |
| 22 | Resolved | incident.resolved_at | Date Time |
| 23 | Resolved by | incident.resolved_by | Reference |
| 24 | Service | incident.business_service | Reference |
| 25 | Watch list | incident.watch_list | List |
| 26 | |||
| 27 | Work notes list | incident.work_notes_list | List |
| 28 | Attachment | incident.attachments |
|
Fields Supported in the CustomerCase Entity
|
|
field name | variable | type |
|---|---|---|---|
| 1 | Number | customerCase.number | String |
| 2 | Short description | customerCase.short_description | String |
| 3 | Description | customerCase.description | String |
| 4 | State | customerCase.state | Integer |
| 5 | Additional comments | customerCase.addedComments | Journal Input |
| 6 | Close notes | customerCase.close_notes | String |
| 7 | Correlation notes | customerCase.correlation_display | String |
| 8 | Correlation ID | customerCase.correlation_ID | String |
| 9 | Account | customerCase.account | Reference |
| 10 | Contact | customerCase.contact | Reference |
| 11 | Contact time zone | customerCase.contact_time_zone | Choice |
| 12 | Product | customerCase.product | Reference |
| 13 | Resolution code | customerCase.resolution_code | String |
Fields Supported in the ChangeRequest Entity
|
|
field name | variable | type |
|---|---|---|---|
| 1 | Number | changeRequest.number | String |
| 2 | Short description | changeRequest.short_description | String |
| 3 | Description | changeRequest.description | String |
| 4 | Additional comments | changeRequest.addedComments | String |
| 5 | Assigned to | changeRequest.assigned_to | Reference |
| 6 | Requested by | changeRequest.requested_by | Reference |
| 7 | Backout plan | changeRequest.backout_plan | String |
| 8 | Configuration item | changeRequest.cmdb_ci | Reference |
| 9 | Correlation id | changeRequest.correlation_id | Reference |
| 10 | Correlation display | changeRequest.correlation_display | Reference |
| 11 | Implementation plan | changeRequest.implementation_plan | String |
| 12 | Justification | changeRequest.justification | String |
| 13 | Risk and Impact analysis | changeRequest.risk_impact_analysis | String |
| 14 | State | changeRequest.state | Integer |
| 15 | Test plan | changeRequest.test_plan | String |
| 16 |
Fields Supported in the Problem Entity
|
|
field name | variable | type |
|---|---|---|---|
| 1 | Number | problem.number | String |
| 2 | Problem statement | problem.short_description | String |
| 3 | Description | problem.description | String |
| 4 | Additional comments | problem.addedComments | String |
| 5 | Assigned to | problem.assigned_to | Reference |
| 6 | Opened by | problem.opened_by |
|
| 7 | Resolved by | problem.resolved_by | Reference |
| 8 | Configuration item | problem.cmdb_ci | Reference |
| 9 | Correlation id | problem.correlation_id | Reference |
| 10 | Correlation display | problem.correlation_display | Reference |
| 11 |
Fields Supported in the Request Item(RITM) Entity
|
|
field name | variable | type |
|---|---|---|---|
| 1 | Parent | requestItem.parent | String |
| 2 | Made SLA | requestItem.made_sla | Boolean |
| 3 | Watch List | requestItem.watch_list | List |
| 4 | Upon reject | requestItem.upon_project | Choice |
| 5 | Updated | requestItem.sys_updated_on | Date |
| 6 | Approval history | requestItem.approval_history | String |
| 7 | Skills | requestItem.skills | Reference |
| 8 | Number | requestItem.number | String |
| 9 | Updated by | requestItem.sys_updated_by | User |
| 10 | Opened by | requestItem.opened_by | Reference |
| 11 | User input | requestItem.user_input | String |
| 12 | Created | requestItem.sys_created_on | Date |
| 13 | Recurring frequency | requestItem.recurring_frequency | Choice |
| 14 | System domain | requestItem.sys_domain | Reference |
| 15 | Context | requestItem.context | Reference |
| 16 | State | requestItem.state | Choice |
| 17 | Created by | requestItem.sys_created_by | User |
| 18 | Knowledge | requestItem.knowledge | Boolean |
| 19 | Order | requestItem.order | String |
| 20 | Closed at | requestItem.closed_at | Date |
| 21 | Delivery plan | requestItem.delivery_plan | Reference |
| 22 | Backordered | requestItem.backordered | Boolean |
| 23 | Contract | requestItem.contract | Reference |
| 24 | Impact | requestItem.impact | Choice |
| 25 | Active | requestItem.active | Boolean |
| 26 | Work notes list | requestItem.work_notes_list | List |
| 27 | Priority | requestItem.priority | Choice |
| 28 | Domain path | requestItem.sys_domain_path | String |
| 29 | Expected start | requestItem.expected_start | Date |
| 30 | Opened at | requestItem.opened_at | Date |
| 31 | Business duration | requestItem.Business_duration | String |
| 32 | Group list | requestItem.group_list | List |
| 33 | Configuration item | requestItem.configuration_item | Reference |
| 34 | Approval set | requestItem.approval_set | Date |
| 35 | |||
| 36 | Needs attention | requestItem.needs_attention | Boolean |
| 37 | Order guide | requestItem.order_guide | Reference |
| 38 | Request | requestItem.request | Reference |
| 39 | Short description | requestItem.short_description | String |
| 40 | Correlation display | requestItem.correlation_display | String |
| 41 | Delivery task | requestItem.delivery_group | Reference |
| 42 | Assignment group | requestItem.assignment_group | Reference |
| 43 | Additional assignee list | requestItem.additional_assignee_list | List |
| 44 | Description | requestItem.description | String |
| 45 | Duration | requestItem.calendar_duration | String |
| 46 | Close notes | requestItem.close_notes | String |
| 47 | Service offering | requestItem.service_offering | Reference |
| 48 | Sys class name | requestItem.sys_class_name | String |
| 49 | Closed by | requestItem.closed_by | Reference |
| 50 | Follow up | requestItem.follow_up | Date |
| 51 | Request item id | requestItem.sys_id | requestItem.sys_id |
| 52 | Contact type | requestItem.contact_type | Choice |
| 53 | Urgency | requestItem.urgency | Choice |
| 54 | Company | requestItem.company | Reference |
| 55 | Reassignment count | requestItem.reassignment_count | String |
| 56 | Activity due | requestItem.activity_due | String |
| 57 | Action status | requestItem.activity_status | String |
| 58 | Assigned to | requestItem.assigned_to | Reference |
| 59 | Comments | requestItem.comments | Journal Input |
| 60 | Quantity | requestItem.quantity | String |
| 61 | Approval | requestItem.approval | Choice |
| 62 | SLA due | requestItem.sla_due | String |
| 63 | sys_mod_count | requestItem.sys_mod_count | String |
| 64 | Recurring price | requestItem.recurring_price | String |
| 65 | Billable | requestItem.billable | Boolean |
| 66 | Cat item | requestItem.cat_item | Reference |
| 67 | Stage | requestItem.stage | String |
| 68 | Escalation | requestItem.escalation | String |
| 69 | Upon approval | requestItem.upon_approval | Choice |
| 70 | Correlation id | requestItem.correlation_id | String |
| 71 | Location | requestItem.location | Reference |
| 72 | Estimated delivery | requestItem.estimated_delivery | Date |
Fields Supported in the Catalog Task Entity
|
|
field name | variable | type |
|---|---|---|---|
| 1 | Number | catalogTask.number | String |
| 2 | Short description | catalogTask.short_description | String |
| 3 | Description | catalogTask.description | String |
| 4 | Priority | catalogTask.priority | Choice |
| 5 | State | cucatalogTask.state | Integer |
| 6 | Request item | cucatalogTask.sys_id | String |
| 7 | Requested for |
|
Reference |
| 8 | Approval | catalogTask.approval | Choice |
| 9 | Assigned to | catalogTask.assigned_to | Reference |
| 10 | Configuration item | catalogTask.cmdb_ci | Reference |
| 11 | Additional comments | catalogTask.addedComments | String |
| 12 | |||
| 13 | Attachments | catalogTask.attachments |
|
Fields Supported in Story Entity
With Exalate you can sync all fields available in the Story entity. You can look up the field names within ServiceNow. For more information, please read How to find out the name of a field in ServiceNow.
Fields Supported in Epic Entity
With Exalate you can sync all fields available in the Epic entity. You can look up the field names within ServiceNow. For more information, please read How to find out the name of a field in ServiceNow.
Fields Supported in Scrum Task Entity
With Exalate you can sync all fields available in the Scrum task entity. You can look up the field names within ServiceNow. For more information, please read How to find out the name of a field in ServiceNow.
Fields Supported in Defect Entity
With Exalate you can sync all fields available in the Defect entity. You can look up the field names within ServiceNow. For more information, please read How to find out the name of a field in ServiceNow.
Fields Supported in Enhancement Entity
With Exalate you can sync all fields available in the Enhancement entity. You can look up the field names within ServiceNow. For more information, please read How to find out the name of a field in ServiceNow.