Can exalated service-now tickets show a link, or add a comment?

General Questions
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1

Originally asked by Mihai Arama on 08 April 2022 (original question)

Hello,

We saw that exalated Jira tickets have a separate panel where they display the linked item. Is there something similar in Service-Now?

If not, can we add a comment to a ticket that was just exalated in service-now, something similar to:

“The Jira ticket was created. Please view it here: Link_to_Jira_Ticket”.

We are using a scripted connection between Service-Now and Jira and we could add that comment through the script, if possible.

Thank you!

2

Answer by Karen Jennings on 08 April 2022

We have created another tab on the forms in ServiceNow to collect information about the connected issue.

1906×237 48.6 KB

To populate those fields, the incoming ServiceNow script looks like this:

// trigger a sync back to the jira instance

if(firstSync){
syncHelper.syncBackAfterProcessing(
)
}
//Define date and time
TimeZone.setDefault(TimeZone.getTimeZone(‘EST5EDT’))
def now = new Date()
def timestamp = now.toTimestamp()

//Jira URL in Integration URL field
entity.correlation_display = remoteIssueUrl
//Jira key in Integration ID field
entity.correlation_id = replica.key
//Set time stamp
entity.u_last_synced_to_servicenow = “” + timestamp
//Integration App link - name of this connection
entity.u_correlation_app_link = “Connection Name”

I hope that helps.