Duplicate Worknotes

[Reddy]

Hello,

I am currently working on integrating ServiceNow and Asana. Using APIs, I have successfully updated worknotes from ServiceNow to Asana and vice versa. However, I am encountering an issue where the worknotes are being duplicated in both systems.

For instance, if I create a worknote titled "Test 1" in ServiceNow, the API will automatically update the corresponding task in Asana, leaving a comment that says "Test 1". Later, when I retrieve the comments for that same task from Asana to ServiceNow, the API will update the ServiceNow record with the same comment, which is "Test 1".

Can anyone please advise on how to fix this?

[James Chun]

Hi @Reddy,

How is this integration done? Is it via IntegrationHub, custom REST API, 3rd party tool, or something else?

And looking at your question, the correct behaviour should be when ServiceNow sync the data from the same task in Asana, it should skip what's already there in ServiceNow record (i.e. worknote).

Thanks

[Reddy]

Hi, @James Chun Integration is done via custom REST API.

Yes, it should skip what's already there in the ServiceNow record (i.e. worknote).

[James Chun]

Hey @Reddy,

How is data pushed/pulled between the systems? I suspect when there is an update in ServiceNow, it will push the changed data into Asana. And does Asana do the same? (i.e. send the update to ServiceNow when there is a change in the Asana record) Or is ServiceNow polling from Asana?

If you are updating data in real-time, I don't see why there is a need for a 'sync' process that would prevent the duplicate data.

FYI, have you looked into Asana spoke? https://docs.servicenow.com/bundle/tokyo-application-development/page/administer/integrationhub-stor...

Thanks

[AshishKM · Accepted solution]

Hi @Reddy, 

In either of system, who do you know that any particular "Worknotes" is original to record or came from other integrated system.

When 2 system are integrated, this is common that they both started update each other in circular manner, so to  prevent this behavior, you can add some key ( or token ) in each message and if the same key is coming back then do not update the record.

-Thanks,

AshishKM