gs.isinteractive() to update the ticket in third party system

[Vamshi_ch123]

Hi All,

We have a bi-directional integration configured between (A) ServiceNow and (B) Jira for organization and it's working. However, we've encountered an issue: when we've successfully integrated (A) ServiceNow with (C) Customer ServiceNow, comments added from (C) Customer ServiceNow are updating in (A) ServiceNow but not in (B) Jira.

when we check the business rule responsible for triggering the update from A to B, it appears that the condition is set to `gs.isInteractive()` as shown in the screenshot below. We must address this condition to allow the comments to update in (A) ServiceNow.

How can we fix this to that comments are properly synced between (A) and (B)? Any suggestions would be greatly appreciated.

Thanks & Regards

Vamshi C

[Sohithanjan G]

Hi @Vamshi_ch123 

To ensure that comments added from (C) Customer ServiceNow are properly synced between (A) ServiceNow and (B) Jira, you need to modify the business rule in (A) ServiceNow responsible for triggering the update to (B) Jira. The condition gs.isInteractive() is typically used to check if the script is running in an interactive session, such as when a user manually interacts with the system. However, in your case, comments can also be added programmatically or through integrations like the one between (C) Customer ServiceNow and (A) ServiceNow.

To address this, you can modify the condition to allow updates to be triggered regardless of whether the update is initiated interactively or not. You can either remove the gs.isInteractive() condition altogether or replace it with a more appropriate condition based on your requirements.