Incident.caller_id = replica.reporter on both sides of the integration

General Questions
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1

Originally asked by Jose Lobo on 23 September 2020 (original question)

How can I get incident.caller_id = replica.reporter on both sides of the integration (Jira - ServiceNow)

2

Answer by André Leroy-Beaulieu Castro on 23 September 2020

Hi!

This can be achieved with the following scripts:

Sync Reporter from Jira to Caller ID in ServiceNow:

Outgoing Sync Jira:

replica.reporter = issue.reporter

Incoming Sync ServiceNow:

incident.caller_id = nodeHelper.getUserByEmail(replica.reporter?.email)?.key

Sync Caller ID from ServiceNow to Reporter on Jira:

Outgoing Sync ServiceNow:

if(!(incident.caller_id instanceof String)){
replica.callerMail = nodeHelper.getTableByLink(incident.caller_id?.link)?.email
}

Incoming Sync Jira:

issue.reporter = nodeHelper.getUserByEmail(replica.callerMail)

Keep in mind that this will only work if the reporters have the same e-mail on both sides.

If the reporters have different e-mails on each side, you can use a mapping to map between users like so:

Incoming Sync:

def userMapping = ["snowuser@example.com":"jirauser@example.com"]
issue.reporter = nodeHelper.getUserByEmail(userMapping[replica.callerMail])

Another option if you don’t want to map users would be to try to find a user with the same e-mail as the source side in the destination, and if it’s not found, then set a default user:

Incoming Sync:

def defaultUser = nodeHelper.getUserByEmail("defaultuser@example.com")
issue.reporter = nodeHelper.getUserByEmail(replica.callerMail) ?: defaultUser

Thanks,

André

3

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