Comment getting posted again in ServiceNow zendesk integration

[surbhi_123]

I have integrated ServiceNow and Zendesk. Now when user is posting comment in Zendesk it is getting updated to ServiceNow. But that same comment is again getting posted back to Zendesk Platform again from ServiceNow.

Here, in the above attachment the 2nd comment is again getting posted from ServiceNow.

Should I add some code in my BR for resolving this issue

[Sonam Tiwari]

Hi @surbhi_123 ,

Have you created something in such a way that whenever a comment is added in ServiceNow, then that should be posted to Zendesk?

[surbhi_123]

Yes, I have created one BR for this

[Prasant Kumar 1]

Hi surbhi,

You should put the condition in that business rule which triggers the rest message to zendesk when any comment update happens not by the integration user. 

[Mathieu Lepoutr]

Hi Surbhi

The issue you're describing is common in bi-directional integrations where both platforms can initiate and receive updates. This can create a loop where an update in one system triggers an update in the other, which then triggers another update in the first system, and so on. To resolve this, you should implement a mechanism to differentiate between updates that originate from the user and those that are a result of your integration. Please modify your Business Rule in ServiceNow to check for this flag/tag before pushing an update to Zendesk. If the update has the flag indicating it came from Zendesk, skip the BR logic that would push the update back to Zendesk.

You can always use Exalate too, it is a decentralized integration solution that will do all this work for you. No comments will be duplicated, you have granular control over which data will be send.