Create second Exalated ticket from SNOW to Jira

General Questions
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1

Originally asked by Syed Majid Hassan on 30 September 2022 (original question)

Situation:

ServiceNow Incident is Exalated and creates a bug in Jira.

When SNOW incident is Resolved, it marks the Jira ticket as Closed.

Requirement:

When we re-open the SNOW incident, we want another (new) bug created in Jira.

And the SNOW incident can be reopened multiple times i.e. new bugs should be created every time.

How would this be possible programmatically i.e. how would we call the Exalate function from Snow outgoing script?

Also, how we “know” every time the state change to reopened has been made?

Thanks

Comments:

Ariel Aguilar commented on 09 March 2023

Hi Syed,

I believe the best approach is to make sure the incident gets Unexalated, so you’ll do in the Jira incoming:

if (issue.status.name == "Closed") {
    syncHelper.unExalateAfterProcessing()
}

Then, set a trigger in ServiceNow to match the Re-open state.

Kind regards,

Ariel