Zendesk to ServiceNow custom field updates not, populating until the ticket touched in the applications

General Questions
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Originally asked by Champ Yarbrough on 01 October 2021 (original question)

We have an integration between Zendesk and ServiceNow with custom fields on both sides for the corresponding ticket numbers from the other application. When we push a ticket from one application to the other the ticket is created in the target application as expected. However, the custom field in originating application is not populated with the associated ticket number until a user updates the ticket created in the target application. So if I push a ticket from Zendesk to SN and a ticket is created I can see the SN case number in the Exahalate applet but the custom field on the Zendesk ticket remains empty even though I can see the SN Case number in the Incoming Sync. Then when someone updates the ticket on the SN side the field populates in Zendesk as expected. The incoming sync data looks the same both times. The same behavior in reverse occurs when a ticket is pushed from ServiceNow from Zendesk the data is present in the first sync but the custom field in the originating application doesn’t populate until the child ticket is “updated” Note, the same Custom Field in the child application does populate with expected data.

Zendesk Incoming Sync.

issue.customFields.“SN Correlation Number”.value = replica.number
issue.customFields.“Customer Reference”.value = replica.number

Sync Data present in both feeds.
    "location_street_address": "1050 SW Spokane Street",
    "impact": "2 - Medium",
    "zendesk_ticket_id": "16273",
    "location_confluence_page": "",
    "cause": "",
    "location_state": "WA",
    "product_name": "Mainsail",
    "close_notes": "",
    "account_is_affiliate": "true",
   ** "number": "CS0341977",**
    "caller": "Champ.Yarbrough@tideworks.com",
    "location_name": "Terminal 18 (t18)",

Comments:

Ariel Aguilar commented on 06 October 2021

Hi Champ,

Could you please be specific on what incoming, outgoing you are using on both sides concerning these custom fields?

Kind regards,

Ariel

Champ Yarbrough commented on 06 October 2021

I don’t understand what you asking.

Jose Lobo commented on 06 October 2021

Hey Champ Yarbrough

Long time no see.

Ariel Aguilar is asking about the scripts on each side.