Here are the different ways you can apply status or choice fields in ServiceNow to sync incidents with Unito.
ServiceNow's "State" and "Choice" fields are powerful tools for categorizing and tracking incidents. Unito extends their usefulness into other apps and tools connected to your stack by allowing you to sync these fields with different or similar single-select fields in tools such as Jira, AzureDevOps, Smartsheet, Salesforce and more.
You can also apply choice or status fields in your flow rules to filter what gets synced and what doesn't.
Filter incidents from syncing based on their status
Single-select fields (such as status, or a ServiceNow choice field) are excellent options for filtering data in your rules. Unito allows you to set "is" or "is not" conditions for any rule you wish to include.
Add a new rule and select the choice or single-select field you prefer:
In this example, you can select as many states as you wish. If the incident remains in any of the selected state, it will continue to sync with Unito. If it enters a state not listed, it will no longer be in sync.
Think of these rules as establishing triggers for when the integration begins and ends.
Using the example here of a ServiceNow incident state, we could look at it as such:
- New <--- 2-way sync starts here
- In Progress
- On Hold
- Resolved <--- 2-way sync stops here
- Canceled
- Closed
But your workflow could include far more states and have the sync begin or end anywhere along that path.
Set an "is" or "is not" condition:
In this example, we've flipped the "is" condition to "is not" so that incidents will not sync with Unito if their state is any of: canceled, closed, or on hold.
Select actions in your destination tool
Often missed during a user's first flow, you can apply actions in your flow to help define the newly-created item. In this example, we've added a rule in Unito to add the "bug" label to any synced Jira issues as soon as they're created by Unito.
Mapping Status and Choice Fields
When you set up a field mapping table, you can connect your ServiceNow state (or any choice field) to a single-select field in the other connected tool to keep both statuses in sync:
In this example, if a ServiceNow incident or synced Jira issue changes its status, then the status in the other tool will also change to the value mapped in the table above.
The statuses don't have to be case-sensitive or even similar as long as your team understands what each status means.
IMPORTANT: If you don't configure your fields as described above, Unito will refer to your default rules before syncing new items.
Tips and considerations before mapping statuses
Permissions: Ensure the Unito workspace member has sufficient permissions to read and update the relevant fields in ServiceNow. Unito can only make the same changes as the authorized ServiceNow user.
Custom fields: Unito supports custom fields in many of its connectors. Since every field in ServiceNow is a custom field, this gives you a wide range of possibilities to configure your flow however you need to. Here's a list of every ServiceNow field type supported by Unito.
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