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3 answers
- 10-1
Sorry I think I get it now.
Add your comment... - 10-1
Sorry maybe I did a poor job writing this up and wasn’t clear. What I am looking to have happen is that when :
- A in ServiceNow is created or updated in in ServiceNow with a Status of Critical.
- Ticket or update is pushed to Zendesk
- Zendesk creates a ticket with a status of Urgent with the “Critical” Check Box checked
- Zendesk receives an update from ServiceNow when a tickets status in ServiceNow is updated to “Critical”, Zendesk updates the status of the Zendesk ticket to Urgent and checks the Critical Incident Check Box
I might not understand your solution below if it works as I outlined above.
Add your comment... - 10-1
Hi Champ,
You could try something like this:
//Incoming Zendesk if (replica.state == "Critical") { issue.setStatus("Urgent") issue.customFields."Checkbox Field"?.value = true }
You will need to:
- Use the right CF Name
- Make sure you are sending the state from service now on the snownode outgoing.
Thanks,
Juan
Add your comment...
Description
I have a connection between ServiceNow and Zendesk this Connection I am passing Status data between the Applications
replica.status = issue.status
My problem is that ServiceNow has a status of Critical that Zendesk does not have and which can't be added in Zendesk. So what I have done is create a check box on all tickets in Zendesk that is manually set by the Agent to indicate the "Critcal" nature of a ticket.
What I need to do is when I receive a case from SN if the SN status is Critical I would mark the Zendesk Status as Urgent and check the Critical check box in ZN.
thank you,