ServiceNow–Jira Integration for Incidents

General Questions
1

We are currently working on integrating ServiceNow with Jira using Exalate and have a couple of use cases.

Use Case 1 (Successfully Implemented)

Requirement:
When a case is created in ServiceNow with:

  • Product = A
  • Category = A1, A2, or A3

Then create a corresponding issue in Jira.

Trigger Configuration:

  • Entity Type: sn_customerservice_case
  • When: create/update
  • Condition:
    product=6fff926ddba7a410c620ad0505961921^categoryIN3,4,6^incidentISEMPTY^sys_updated_on>=2025-04-24 00:00:00^sys_created_on>=2025-04-24 00:00:00

Script Rule: if (entity.tableName == "sn_customerservice_case")

Use Case 2 (Support Needed)

Requirement:
When a case is created in ServiceNow with:

  • Product = A
  • Category is not A1, A2, or A3
  • After creation, the associated Incident record is edited, specifically the “TestField” is updated. Then, only in this scenario, a Jira issue should be created.

Clarification Needed:

  1. How can we define a trigger to watch for edits to the Incident record related to the created case?
  2. What should be the appropriate Entity Type and Entity Table for this use case?
  3. How do we handle this condition in the Script Rule to ensure the Jira issue is created only when the Incident’s TestField is edited?

We would greatly appreciate your guidance on configuring this scenario in Exalate, particularly regarding complex trigger conditions involving related records.

3

Hi @Manoj , as you have also opened the Support ticket (number 41370), so I will be posting the solution here after your confirmation in the Support ticket.

Thank you,
Ashar

4

Hi @Manoj ,
As you confirmed that the Trigger worked for your use case. I am sharing the example Trigger query here based on which you have created yours for a field.

type:ticket ticket_type:incident^caller_idISNOTEMPTY^correlation_idSTARTSWITH11

Thank you,
Ashar