I need some support. The exalate note has stopped syncing incidents. We recently updated to v. 5.2.7 – don’t know if that is the cause.
I have two triggers
I create a new incident and save it. Then I assign it to the group specified in my trigger but the incident is not exalated. Only the record in the task_sla table is exalated as it is created when the incident is reassigned.
Only if I create a new incident directly to the assignment group it will be exalated, but that is not how our process works.
I don’t see any other way to set it up so an existing incident will be exlated once the assignment changes and as far as I remember it was not an issue previously
It seems like the problem might be the first part of the trigger query "Active=true" we need to verify how this table is actually referenced by ServiceNow, could you right click over "Active" and select "show - 'active'" and provide a screenshot of the displayed information?
Just for information it is workning again today. When I reassign an existing incident to the specific group it is now exalated. I haven't changed anything.
I can still provide you with what you request but i just need to be sure - where do you want me do right click - in servicenow or in the exalate node?
Thats quite odd, has anything been changed on the trigger?
I meant on ServiceNow, find any ticket that contains the field "Active" and right click on its name, this will show a little menu where you will be able to see "show - 'active'" option.
I need some support. The exalate note has stopped syncing incidents. We recently updated to v. 5.2.7 – don’t know if that is the cause.
I have two triggers
I create a new incident and save it. Then I assign it to the group specified in my trigger but the incident is not exalated. Only the record in the task_sla table is exalated as it is created when the incident is reassigned.
Only if I create a new incident directly to the assignment group it will be exalated, but that is not how our process works.
I don’t see any other way to set it up so an existing incident will be exlated once the assignment changes and as far as I remember it was not an issue previously
Hi Lars
It seems like the problem might be the first part of the trigger query "Active=true" we need to verify how this table is actually referenced by ServiceNow, could you right click over "Active" and select "show - 'active'" and provide a screenshot of the displayed information?
Kind regards,
Daniel
Hi.
Just for information it is workning again today. When I reassign an existing incident to the specific group it is now exalated. I haven't changed anything.
I can still provide you with what you request but i just need to be sure - where do you want me do right click - in servicenow or in the exalate node?
Hi Lars
Thats quite odd, has anything been changed on the trigger?
I meant on ServiceNow, find any ticket that contains the field "Active" and right click on its name, this will show a little menu where you will be able to see "show - 'active'" option.
Kind regards,
Daniel
No nothing has changed.
The field is not visible on our forms.
It's a boolean field on the task form, so it is inherited to all types of tasks (incident, problem, change ect) in servicenow.
This is a screenshot of the dictionary definition for that field
Hi Lars Tange
I attempted the same trigger and did find all the issues:
A way to test the trigger is to click on "bulk Exalate" and check how many issues are found by the search query.
I wouldn’t know exactly what caused it but Im glad its working again.
Cheers,
Daniel