Resolution notes in ServiceNow when Jira Ticket is updated to "DONE"

Use Case
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Originally asked by Jonathan Gilbert on 15 January 2021 (original question)

Morning

How do you get around the issue of when a ticket in Jira is updated to “DONE”, which is mapped to ServiceNow as “RESOLVED”. ServiceNow has a field, where you must enter resolution notes. How do you populate this field at this point from Jira, as Jira only has “Additional” comments,

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Answer by Jonathan Gilbert on 12 February 2021

Hi Everyone

The solution to this is this the below line of script on the “Incoming Sync” in ServiceNow. “close_notes” is our field in Servicenow that needed updating

entity.close_notes = replica.comments.size() > 0 ? replica.comments.last().body : “”

This solution was provided by Kamal from Idalko , thanks for that!