How can I make a field required only if the user wants to use Exalate to sync that ticket with ServiceNow?

General Questions
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Originally asked by Jake Fogel on 18 March 2021 (original question)

We have a field that is not required in Jira, but should be required only if the user wants to use Exalate to sync that ticket with our ServiceNow instance. Do you have any advice on how to achieve this?

We are using Jira Cloud.

2

Answer by Francis Martens (Exalate) on 18 March 2021

Hi Jake,

How is the exalate operation triggered?

Comments:

Jake Fogel commented on 18 March 2021
  1. User clicks the Exalate option on the Jira issue
  1. User clicks Exalate in the Exalate side panel
  2. User chooses a connection
  3. User clicks submit

It would be ideal if we could alert the user at step 1. that they need to fill out the custom field I mentioned

Francis Martens (Exalate) commented on 18 March 2021

The way we would solve this one is

a) create a transition to ensure that all information is filled in correctly

b) trigger an exalate automatically

Note that if you use a visual mode connection - you can keep the scopes on manual and add a trigger (using a jql)

Hope this helps

Jake Fogel commented on 18 March 2021

When you say “create a transition” do you mean in Jira? Or is there an Exalate transition?

Apologies, I’m very new to the Jira platform and to Exalate itself.

Francis Martens (Exalate) commented on 18 March 2021

No problem.

What I meant with ‘create a transition’ is in Jira

You could add something like ‘Exalate to dev’ which brings up a dialog box containing all the mandatory fields. The transaction can verify the information, and change status of the issue to ‘Exalated’

The trigger would then pick up the issue and send it to the other side

Jake Fogel commented on 18 March 2021

That makes sense now.

This new dialog box would appear for every ticket, correct? This might not work for us because not every ticket needs to be Exalated. That’s why we can’t just make our custom field required.

Francis Martens (Exalate) commented on 18 March 2021

The point is that you use the exalate transition for escalating the issue to dev.
If a user wants to exalate the issue, they are using the transition, which ensures that all the exalate mandatory fields are set.

The transition is not applied on issues that are not to be escalated

Jake Fogel commented on 18 March 2021

I think I understand now:

  1. Create a new “Exalated” status in Jira and add it to workflows
  2. If user wants to move ticket to SNow, they can move the ticket to the “Exalated” status
  3. Dialog box is triggered
  4. User fills out missing info and submits
  5. Exalate integration is triggered automatically for that ticket

Is that what you’re getting at?

Francis Martens (Exalate) commented on 18 March 2021

Exactly.
I didn’t see many implementations using the status ‘Exalated’, but you’re welcome to do so.
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