Overview

So, you want to add additional fields to the ticket sync process. Provance ITSM uses a plugin that based on the selected record type we have a plugin that will populate the ITSM record with the following fields.

  • Title
  • Description
  • Contact
  • Account
  • Method of Notification
  • Ticket Template
  • Ticket Template Applied
  • Escalation Level
  • Country
  • Service
  • Service Instance
  • Category Main
  • Category Detailed
  • Configuration Item
  • Related Asset
  • Time Zone
  • Priority
  • Urgency
  • Impact
  • Ticket (Used to link the two records)
  • Owner
  • Team
  • Status
  • Status Reason
  • Closure Category
  • Closure Details
  • Resolved On
  • Closed On
  • Closure Confirmation
  • Raised On
  • SLA Record Assigned
  • SLA Due Date
  • SLA Status Reason
  • Escalation 1 Due Date
  • Escalation 2 Due Date
  • Threshold for Approaching Risk
  • Threshold for Risk
  • SLA Response Time
  • Initial Response
  • Responded To
  • Response KPI
  • Resolved by Entity
  • Resolution Code Main
  • Resolution Code Detailed
  • Resolved on First Call
  • OLA Assigned
  • OLA Assigned SLA
  • OLA Response Date
  • OLA Resolution Date
  • OLA Transferred Date
  • UC Assigned
  • UC Assigned SLA
  • UC Response Date
  • UC Resolution Date
  • UC Transferred Date

As you can tell we perform this sync so we can get a full operational view of how an organization is managing their services. But there may be a need to sync additional fields.

Configuration

Let’s walk through a use case of we are a MSP that have different release versions for services they provide to customer. We have created a lookup field to Release on both the Ticket and Incident entities. This will allow us to track how many incidents have been logged for any given release.

We need to create the initial workflow to sync the release field to the incident.

  1. Navigate to Settings -> Processes
  2. Select New
  3. Let’s call it Initial Sync to Incident
  4. Once the workflow is created, Set the options for when the fields change and the scope to Organization.
  5. The field we want to trigger on is Ticket Type (ITSM)
  6. Select Okay
  7. Now we want to select Add Step
  8. Provide the check that once the Converted Incident Contains data
  9. In the then we want to select Updated Record Should look like below:
  10. Select Set Properties
  11. Using the Form Assistant, we can add values from the ticket to the incident
  12. Now select Activate

Note: If you wish to have this across all record types the workflow should look like below

Now that we have the initial sync is created we need to ensure that if it is change that it sync back to the ticket.

  1. Navigate to Settings -> Processes
  2. Select New
  3. Call it Sync Incident Fields
  4. Select Incident as the entity
  5. Select Okay
  6. Select the trigger for when Records Fields Change against the release field
  7. Now we want to select Add Step
  8. In this check condition, we need to check the ticket to see if they match. (We do not want to create additional audit logs if the two records match.
  9. Then we want to stop workflow as succeeded
  10. Select Add Step
  11. Select Conditional branch
  12. Select Set Condition to the opposite of the stop workflow condition
  13. then Update Record
  14. Using the Form Assistance select the release field on the ticket
  15. Add the Incident Release
  16. Select Ok
  17. Select Save and Close
  18. Activate

Result should like below: