Unable to Exalate from Service Now 'sc_req_item' table (RITM's)

[cbrooks]

Unable to Exalate from Service Now ‘sc_req_item’ table (RITM’s)

I have set-up a trigger on the Sc_req_item table if ‘GOTOassignment_group.name=Data Team’

Reading from the Exalate help: How to Sync RITM (Request Item) in ServiceNow: Exalate

I have added the following to the outgoing script:

if (entityType == “sc_req_item”) {
replica.summary = requestItem.short_description
replica.description = requestItem.description
replica.comments = requestItem.comments
replica.attachments = requestItem.attachments
///other fields supported by the Request Item entity
}

I have added the following to the Incoming script in Jira as per the documentation:

if(replica.issueTypeName == “Improvement”) { // if the received issue typeName is Improvement create Request Item on ServiceNow

requestItem.short_description = replica.summary
requestItem.description = replica.description
requestItem.comments += replica.addedComments
requestItem.attachments += replica.addedAttachments
///other fields supported by the Request Item entity
}

I have then created a new RITM in Service Now and nothing has happened? I have not received any error messages and no items are showing as under sync in the connections screen? Is there something missing from the documentation on what is required to sync RITM items on Service Now?

[Majid]

It should work, but as a workaround can you try this please:
if(entity.tableName == “sc_req_item”) {
replica.type_name = “sc_req_item”
replica.key = entity.key
replica.summary = entity.short_description
replica.description = entity.description
replica.comments = entity.comments
replica.state = entity.state
replica.attachments = entity.attachments
replica.number = entity.number
}

If the trigger is not picking it up, can you please navigate to the Entity Sync Status page and try to push this manually (I am trying to determine if the issue is the trigger or the script itself)

Hope it helps!

Thanks
Majid

[cbrooks]

Many thanks Majid that worked