Zendesk<>ServiceNow: enabling ticket replies/comments

General Questions
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1

Hello there! I’m working on syncing Zendesk<>ServiceNow, and I’m running into a problem with comments not coming thru to Zendesk from ServiceNow after the initial message is sent from ServiceNow to Zendesk. The ServiceNow side can see all updates and comments on the Zendesk ticket, but ServiceNow cannot write back to the ticket in a way that shows up in Zendesk.

Has anyone had this sync before?
How did you script incoming comments from ServiceNow to Zendesk?

Thanks!

2

It sounds like you’re experiencing a common challenge when syncing comments between ServiceNow and Zendesk. Typically, this happens if the outgoing sync from ServiceNow isn’t configured to send comments as public or private replies in Zendesk, or if the mapping scripts aren’t handling comments correctly.

To sync comments from ServiceNow to Zendesk, you need to ensure that your outgoing sync script on ServiceNow collects the comments and that your incoming sync script on Zendesk creates the appropriate comment type.

Here’s a general approach:

  1. In your ServiceNow outgoing sync script, make sure you’re sending the latest comments. For example, you might include something like:
replica.comments = entity.comments
  1. On the Zendesk side, in your incoming sync script, you need to add those comments to the Zendesk ticket. For example:
if (replica.comments) {
  replica.comments.each { comment ->
    issue.comments += comment
  }
}

Make sure you’re setting the correct visibility (public/private) for the comments, depending on your requirements.

For more details and script examples, check out the documentation on syncing comments between ServiceNow and Zendesk:
https://docs.exalate.com/docs/syncing-comments-between-servicenow-and-zendesk

If you’re still not seeing comments appear in Zendesk, double-check your connection permissions and ensure that the Zendesk API user has rights to add comments.

Let me know if you need more specific script examples or troubleshooting tips!

4

Hi @arai1018 ,

Welcome to the Exalate Community Portal.

Please try Aida’s suggestion and let me know whether it resolves the issue. I’ll be happy to assist further if needed.

Kind regards,
Ashar

5

Hi @arai1018 ,

The issue is likely related to ServiceNow ACLs, specifically permissions on sys_journal_field.

As documented in the Exalate ServiceNow proxy user permissions guide, to allow Exalate to add comments to incidents (or other synchronized entities), you need to configure three ACLs on sys_journal_field for the Exalate role:

  • Create

  • Read

  • Write

Even if the integration can read the existing comments and synchronize the initial message, missing journal-field permissions can prevent subsequent comments from being written correctly.

I’d recommend verifying these three ACLs first, then testing whether new comments added in ServiceNow appear on the corresponding Zendesk ticket. If the permissions are already configured correctly, the next step would be to review the incoming/outgoing sync scripts and comment visibility mapping.

Thanks, Dhiren