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Excerpt
Note

ServiceNow Requests SHOULD NOT BE MOVED to other issue types.

  1. ServiceNow Request issue types are integrated with ServiceNow and sync fields and statuses back and forth.

  2. Because of this integration you SHOULD NOT MOVE these issues to another issue type.

    1. If you move to another issue type and then transition that new issue type to another status, you will see an error in the Exalate panel.

    2. Image ModifiedImage Modified

      Since the ServiceNow Request does not share workflow/statuses with any other issue type, the status of the new issue type will no longer sync to ServiceNow.

    3. Other shared fields may still sync.

    4. Because the status will no longer sync, you must manually update the status in ServiceNow.

  3. If you need a different workflow to track the work on a ServiceNow Request, best practice is to create a related issue of the type you need and link it to the ServiceNow Request.

    1. You can use the automation tool to create the related issue keep the ServiceNow Request status updated from the new issue.

    2. You can set up rules for each ServiceNow Request status.

Table of Contents
minLevel1
maxLevel7
PDF
nameRequest automation.pdf

Set up your automation rules:
Anchor
Set-up-automation-rules
Set-up-automation-rules

Info

You must be a Project Admin to perform these steps.

Create a related issue when a ServiceNow Request is created

  1. Create a new rule

  2. Add a Trigger - Issue Created

  3. Add a Condition - Issue fields condition

    1. Field: Issue Type

    2. Condition: equals

    3. Value: ServiceNow Request

  4. You can add other Conditions as needed (Assignment group equals, Description contains, etc)

  5. Action - Create issue

    1. Project: Same Project

    2. Issue type

    3. Add other fields as required

      1. Summary (Can copy from Current or Trigger issue)

      2. Description

      3. Linked issue

        1. Add link type and Trigger issue to relate the new issue to the ServiceNow Request

Info

You cannot copy attachments using Automation but you can link to the attachment in the related request by using the following smart value:

Attachments: {{attachment.content}}

See example to the right.

Image AddedImage AddedImage Added

Transition ServiceNow Request to
Status
colourBlue
titleWork in Progress
if the related issue is in an
Status
colourBlue
titleIn progress
status category (blue statuses)

  1. Create a new rule

  2. Add a Trigger = Issue Transitioned

    1. From status - leave blank to match all statuses

    2. To status - select the

      Status
      colourBlue
      titleIn progress
      statuses in your project.

      1. Examples:

        Status
        colourBlue
        titleDesign in Progress
        Status
        colourBlue
        titleDesign Review
        Status
        colourBlue
        titleIn Progress
        Status
        colourBlue
        titleDev Done
        Status
        colourBlue
        titleLoad Testing
        Status
        colourBlue
        titleUAT
        Status
        colourBlue
        titleMerge
        Status
        colourBlue
        titlevalidation
        etc

      2. Make sure you include all

        Status
        colourBlue
        titleIn progress
        statuses in order to transition your ServiceNow Request appropriately.

    3. Save

  3. Add a Condition - Related Issues Condition

    1. Related issues - Linked issues

    2. Link type - All link types

    3. Condition - Some match specified JQL

    4. Matching JQL - issuetype = "ServiceNow Request" and status != "Work in Progress"

      1. This will only update the ServiceNow Request if it is not already in

        Status
        colourBlue
        titleWork in PRogress
        status.

      2. Validate your query

    5. Save

  4. Add a Branch rule / related issues

    1. Type of related issues - JQL

    2. JQL - issuetype = "ServiceNow Request"

      1. Validate query

    3. Check the box next to “Only include issues that have changed since the last time this rule executed”

    4. Save

  5. Add an Action - Transition issue

    1. Destination Status -

      Status
      colourBlue
      titleWork in PRogress

    2. If you want to copy additional information over to the ServiceNow Request, you can what fields to set on the ServiceNow Request here. Example - Assignee can be copied from the trigger issue.

    3. Save

  6. Name your rule and Publish.

Transition ServiceNow Request to
Status
colourGreen
titleCloseD Complete
if the related issue is in an
Status
colourGreen
titleDone
status category (green statuses)

  1. Create a new rule

  2. Add a Trigger = Issue Transitioned

    1. From status - leave blank to match all statuses

    2. To status - select the

      Status
      colourGreen
      titleDone
      statuses in your project.

      1. Examples:

        Status
        colourGreen
        titleCompleted
        Status
        colourGreen
        titleAccepted
        Status
        colourGreen
        titleCLosed
        Status
        colourGreen
        titleDone
        etc

    3. Save

  3. Add a Condition - Related Issues Condition

    1. Related issues - Linked issues

    2. Link type - All link types

    3. Condition - Some match specified JQL

    4. Matching JQL - issuetype = "ServiceNow Request" and statuscategory != "Done"

      1. This will only update the ServiceNow Request if it is not already in

        Status
        colourGreen
        titleDone
        statuscategory.

      2. Validate your query

    5. Save

  4. Add a Branch rule / related issues

    1. Type of related issues - JQL

    2. JQL - issuetype = "ServiceNow Request"

      1. Validate query

    3. Check the box next to “Only include issues that have changed since the last time this rule executed”

    4. Save

  5. Add an Action - Transition issue

    1. Destination Status -

      Status
      colourGreen
      titleCloseD Complete

    2. If you want to copy additional information over to the ServiceNow Request, you can what fields to set on the ServiceNow Request here.

    3. Save

  6. Name your rule and Publish.

Follow the above steps for any other status mapping you want to automate.