Syncing Service Offering for ServiceNOW Incident

General Questions
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1

Originally asked by Aleksi-Mikael Kivelä on 24 February 2022 (original question)

Hi,

We are trying to sync incidents between Jira & ServiceNOW.

However, we are running into an issue where the Service Offering will only get synced during the first sync from Jira to ServiceNOW and not afterwards.

In the documentation, the Service Offering is not listed as an available field but would it still be possible to sync this field somehow (and why would it sync during the first phase but not afterwards?) because it is vital for our solution.

2

Answer by Francis Martens (Exalate) on 24 February 2022

Can you provide more details

  • What is ‘service offering’
  • What is the outgoing sync script on the servicenow side
  • What is the incoming sync script on the Jira side

Comments:

Aleksi-Mikael Kivelä commented on 24 February 2022

Service Offering is a reference field in ServiceNOW (similar to Business Service).

Outgoing script:

if(entity.tableName == "incident") {
    replica.key            = entity.key
    replica.reporter       = entity.caller_id.name
    replica.summary        = entity.short_description
    replica.description    = entity.description
    replica.attachments    = entity.attachments
    replica.comments       = entity.comments
    replica.state          = entity.state
    replica.priority       = entity.priority
    replica.substate       = entity.u_on_hold_reason
    replica.issue_key      = entity.correlation_id
    replica.close_code     = entity.close_code
    replica.close_notes    = entity.close_notes
    replica.department     = entity.company

    if(entity.business_service){
        replica.business_service = entity.business_service.display_value
    }
    if(entity.service_offering){
        replica.service_offering = entity.service_offering.display_value
    }
    
    
    /*
    Use a field"s internal name to send its value
    Example: Resolution Notes -> resolution_notes
    This works for all other entity types as well
    
    replica.resolution_notes = entity.resolution_notes
    */
}

Incoming script:

if(firstSync){
    //Decide on the first sync, which entity you want to create based on the remote issue type
    entity.tableName = "incident"
    entity.state = 1
    entity.caller_id = "No contact"
    entity.short_description = replica.summary
    entity.description = replica.description
}

if(entity.tableName == "incident") { 
    entity.attachments += replica.addedAttachments
    entity.comments += replica.addedComments

    if(replica.customFields."division-exalate") {
        entity.company = replica.customFields."division-exalate".value
    }
    
    
    if(replica.business_service) {
        entity.business_service = replica.business_service.value
    }
    
    if(replica.service_offering) {
        entity.service_offering = replica.service_offering.value
    }
    switch(replica.priority) {
        case "P1":
            entity.impact = 1
            entity.urgency = 1
            break
        case "P2":
            entity.impact = 2
            entity.urgency = 1
            break
        case "P3":
            entity.impact = 1
            entity.urgency = 3
            break
        case "P4":
            entity.impact = 3
            entity.urgency = 1
    }

The problem is, that the Service Offering -field will get populated correctly when the incident is created from Jira but the field gets completely ignored by Exalate in subsequent updates.

Aleksi-Mikael Kivelä commented on 24 February 2022

Addendum:

We don’t have access to the Jira side script, since we aren’t actually developing that end of the integration.