Zendesk Service Now Connection status translation

 
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Description

I have a connection between ServiceNow and Zendesk  this Connection I am passing Status data between the Applications

replica.status = issue.status


My problem is that ServiceNow has a status of Critical that Zendesk does not have and which can't be added in Zendesk. So what I have done is create a check box on all tickets in Zendesk that is manually set by the Agent to indicate the "Critcal" nature of a ticket.

What I need to do is when I receive a case from SN if the SN status is Critical I would mark the Zendesk Status as Urgent and check the Critical check box in ZN.


thank you,


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    3 answers

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      Sorry I think I get it now.

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      1.  
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        Sorry maybe I did a poor job writing this up and wasn’t clear. What I am  looking to have happen is that when :


        1. A in ServiceNow  is created or updated in in ServiceNow with a Status of Critical.
        2. Ticket or update is pushed to Zendesk
        3. Zendesk creates a ticket with a status of Urgent with the  “Critical” Check Box checked
        4. Zendesk receives an update from ServiceNow when a tickets status in ServiceNow is updated to “Critical”, Zendesk updates the status of the Zendesk ticket to Urgent and checks the Critical Incident Check Box


        I might not understand your solution below if it works as I outlined above.

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          Hi Champ,


          You could try something like this:

          //Incoming Zendesk
if (replica.state == "Critical") {
issue.setStatus("Urgent")
issue.customFields."Checkbox Field"?.value = true
}


          You will need to:


          • Use the right CF Name
          • Make sure you are sending the state from service now on the snownode outgoing.


          Thanks,


          Juan

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