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.
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.
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.
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.
Result should like below: