How to synchronize different field types: Jira (string) and ServiceNow (integer)

General Questions
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1

Originally asked by Andrew on 16 December 2020 (original question)

Hello,

I am having problem configure mapping in incoming script in ServiceNow for integer field (on-hold reason), while Jira is sending on-hold reason from text field.

Payload from Jira is below:

      "11402": {
        "id": 11402,
        "name": "On hold reason",
        "type": "OPTION",
        "value": {
          "id": 11871,
          "sequence": 2,
          "value": "Awaiting Vendor",
          "disabled": false,
          "childOptions": []
        }

In incoming SN script I have tried this, but did not help:

def holdMapping = [

// Jira hold reason <-> SNOW hold reason

“Awaiting Change” : “Awaiting Change”

“Awaiting Vendor” : “Awaiting Vendor**”**

]

def holdName = holdMapping[replica.customFields.“On hold reason”?.name]

incident.hold_reason = holdName

ServiceNow hold_reason field is integer type and looks as below:

308×191 1.45 KB

2

Answer by Francis Martens (Exalate) on 16 December 2020

Andrew

> replica.customFields.“On hold reason”?.name
results in ‘On hold reason’

586×506 21.7 KB

The map does not contains such entry, and results in a ‘Null’
Consequence is that the value is not set.

What you would need to do is

def holdMapping = [

   // Jira hold reason <-> SNOW hold reason
	"Awaiting Change" : "Awaiting Change"
	"Awaiting Vendor" : "Awaiting Vendor"
   ]

def holdName = holdMapping[replica.customFields."On hold reason"?.value?.value]
incident.hold_reason = holdName

This should return the right mapping.
Given that the values on serviceNow is an integer, you probably need to adapt the mapping

Comments:

Andrew commented on 14 January 2021

Hello,

I wanted to get on hold reason field from Jira to SN.

I did several tests for the below payload from Jira SD:

“11402”: {

“id”: 11402,

“name”: “On hold reason”,

“type”: “OPTION”,

“value”: {

“id”: “11870”,

“sequence”: 1,

“value”: “Awaiting Change”,

“disabled”: false,

“childOptions”:

}

},

I prepared mapping in incoming script in SN:

def holdMapping = [

// Jira hold reason <-> SNOW hold reason

“Awaiting Change” : “5”

]

def holdName = holdMapping[replica.customFields.“On hold reason”?.value?.value]

incident.hold_reason = holdName

It did not work, so I changed whole above section to single line:

a) incident.hold_reason = replica.customFields.“11402”?.value?.value - no result

b) incident.hold_reason = replica.customFields.“On hold reason”?.value?.value - no result

Every time state field in SN changed to “On Hold” but hold_reason field was empty.

Please help.