Is it possible to exalate a ticket with a given, already existing, ticket?

Use Case
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Originally asked by Alvaro Jardon on 22 October 2021 (original question)

Greetings,

I need to know if the following is possible at all and if it is so, how:

In ServiceNow, when a Service Request is created (and reaches certain point), it’s exalated into a Jira issue (already done).

When the Service Request is closed, a Change is automatically created. That Change needs to be exalated into the very same Jira issue already exalated with the Service Request.

I’ve been checking the syncHelper and nodeHelper methods but I don’t see any “exalateTo(connection, issueNum)” or something similar at all.

I know that you can manually exalate 2 given, already existing tickets, so the functionality is already in place, I just don’t find a way to do this from a connection so it’s done automatically.

Anyone knows if this is even possible, and if it is how to achieve this?

If not, this would be a nice feature to have :smile: .

Thank you all!

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Answer by Francis Martens (Exalate) on 22 October 2021

It is possible by setting the issue.id during the firstSync

Check following example which implements a similar requirement
https://docs.idalko.com/exalate/display/ED/How+to+sync+multiple+Zendesk+tickets+to+one+Jira+Cloud+issue

Comments:

Alvaro Jardon commented on 22 October 2021

Wow, thank, that was fast! I’ve been searching for this for some days now (old community)

Thank you a lot really, I’d been suffering with this point of the project!

Regards,

Alvaro.

Francis Martens (Exalate) commented on 22 October 2021

happy to help.

Francis Martens (Exalate) commented on 22 October 2021

Note - if you need to connect to Jira On Premise, the REST approach to retrieve the corresponding Jira issue is different.

What you can do is using getLocalIssueFromRemoteUrn to find the twin of the service request.
Check the example documentation
https://exalate.com/blog/servicenow-case-jira-epic-sync/
It shows how you can manage dependencies

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