Problem using a ServiceNow state as a trigger

General Questions
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1

Originally asked by Enrique Cadalso on 13 April 2022 (original question)

Hello,

We are trying to use a state as a trigger in a Jira-ServiceNow integration. The ServiceNow workflow has the states:

  1. To do
  2. In Review <--- synchronization starts here
  3. In Progress
  4. In QA
  5. Done

We want to trigger the synchronization when the state is In Review so we use the trigger state=2. It works in most cases.

The problem is when the state is changed to In Review and it is changed immediately to the next state (In Progress). In that case the Exalate application fails to detect it was In Review and the synchronization never starts.

It seems there is a polling interval to get the information from ServiceNow and Exalate is not taking into account the values in between that interval, so the trigger is missed.

Other than adding all the next states to the trigger (In Progress, In QA), which would be sub-optimal as the history of the ticket in ServiceNow won’t be replicated to Jira, is there any way to solve this problem?

Thanks.

Comments:

Serhiy Onyshchenko commented on 22 April 2022

Hello, Enrique Cadalso , would configuring SNOW to update some checkbox field whenever the entity was passing through the sate “In Review” be possible? (that way you could point the trigger at that field instead)
Regards, Serhiy.

Enrique Cadalso commented on 22 April 2022

Hi Serhiy,

Maybe, but that would still miss the history of the ServiceNow ticket. The Jira ticket may never be “In Review”. So, that would be the same as adding the rest of the states to the trigger.

For more information, it is easier for us to change Exalate or Jira than ServiceNow.

Thanks,

Enrique