Confluence has been updated to version 6.15.9

This article shows how to synchronize sprints on Jira. 

Introduction

Exalate allows to synchronize the following entities on ServiceNow:

  • incident
  • customerCase from Case Management module
  • problem 
  • changeRequest from Change Management module

You can add sync rules for every entity type separately.  


Check the reference of supported fields and entities that you can synchronize from ServiceNow instance.

Configuration

To synchronize multiple entity types you need to adapt the sync rules using if blocks. This helps Exalate to distinguish sync rules for different entity types. Check the examples below. 

Source side

Outgoing sync

To send incidents and customerCases use the code below  

if(entityType == "incident") {
  replica.issueTypeName = "Task"    
  replica.summary = incident.short_description
  replica.description = incident.description
  replica.comments = incident.comments
	///other fields supported by the incident entity
}
if(entityType == "customerCase") {
    replica.summary = customerCase.short_description
    replica.description = customerCase.description
    replica.comments = customerCase.comments
    replica.attachments = customerCase.attachments
	///other fields supported by the customer case entity
}
if you want to send problem add this code to the new line in the end of existing outgoing sync rules
if(entityType == "problem") {
  replica.summary = problem.short_description
  replica.description = problem.description
  replica.comments = problem.comments
  replica.attachments = problem.attachments
	///other fields supported by the problem entity
}
if you want to send changeRequests add this code to the new line in the end of existing outgoing sync rules
if(entityType == "changeRequest") {
  replica.summary = changeRequest.short_description
  replica.description = changeRequest.description
  replica.comments = changeRequest.comments
  replica.attachments = changeRequest.attachments
	///other fields supported by the Change request entity
}

Destination side ServiceNow

You need to map the incoming entities. For example:

  • Jira issue of type bug to the ServiceNow incident 
  • Jira issue of type improvement to the ServiceNow change request 

Below you can find some examples of mapping multiple issue types from Jira to different entities on the ServiceNow.

Incoming sync

To create incidents with the received information on your side add the code below

if(replica.issueTypeName == "Bug") { //if the received issue typeName is Bug create Incident on ServiceNow
    if(firstSync) {
        incident.correlation_id = replica.key
        incident.correlation_display = replica.key   
    }
    incident.short_description = replica.summary
    incident.description = replica.description
    incident.comments += replica.addedComments
}

To create problems with the received information on your side add the code below

if(replica.issueTypeName == "Problem") { //if the received issue typeName is Problem create Problem on ServiceNow
    if(firstSync) {
        problem.correlation_id = replica.key
        problem.correlation_display = replica.key   
    }
    problem.short_description = replica.summary
    problem.description = replica.description
    problem.comments += replica.addedComments
}
To create changeRequests with the received information on your side add the code below
if(replica.issueTypeName == "Improvement") { // if the received issue typeName is Improvement create Change on ServiceNow
    if(firstSync) {
        changeRequest.correlation_id = replica.key
        changeRequest.correlation_display = replica.key   
    }
    changeRequest.short_description = replica.summary
    changeRequest.description = replica.description
    changeRequest.comments += replica.addedComments
}
To create customerCases with the received information on your side add the code below
if(replica.issueTypeName == "Support Case") { // if the received issue typeName is Support Case create Customer Case on ServiceNow
    if(firstSync) {
        customerCase.correlation_id = replica.key
        customerCase.correlation_display = replica.key   
    }
    customerCase.short_description = replica.summary
    customerCase.description = replica.description
    customerCase.comments += replica.addedComments
}


To start the synchronization create a trigger for every entity type separately.


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How to create a trigger?


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