Insert and update Case requests from another Servicenow instance through REST script

[maneesh3]

Hi Team,

I am working on a requirement in integration b/w  two ServiceNow Instances and struck with REST script to insert a new request and update exisiting ticket, I have below script but it is creating duplicates:

(function process( /*RESTAPIRequest*/ request, /*RESTAPIResponse*/ response) {

    var body = request.body.dataString;

    var payload = JSON.parse(body);

    //Get data from payload

    var sysID = payload.sys_id;

    var state = payload.state;

    var comments = payload.comments;

    var priority = payload.priority;

    var correlationID = payload.sys_id;

    var short1 = payload.short_description;

    var desc1 = payload.description;

    var custnum = payload.number;

    //handle the JSON array into string

    // var field9Raw = payload.u_field_9;

    // var field9 = JSON.stringify(field9Raw);

    var importTable = new GlideRecord('sn_customerservice_case');

    importTable.addQuery("number", custnum);

    importTable.addQuery("correlation_id", correlationID);

    importTable.query();

    if (!importTable.next()) {

    importTable.initialize();

    //Set data to staging table record

    importTable.sys_id = sysID;

    importTable.state = state;

    importTable.comments = comments;

    importTable.priority = priority;

    importTable.correlation_id = correlationID;

   // importTable.u_field_9 = field9;

    importTable.short_description = short1;

    importTable.description = desc1;

    importTable.u_customer_ticket = custnum;

    //Insert record to staging table

    importTable.insert();

    }

else {

 importTable.sys_id = sysID;

    importTable.state = state;

    importTable.comments = comments;

    importTable.priority = priority;

    importTable.correlation_id = correlationID;

    importTable.short_description = short1;

    importTable.description = desc1;

    importTable.u_customer_ticket = custnum;

    importTable.update();

}

var responseBody = {

        caseNumber: importTable.number,

        message: 'Case created successfully'

      //  Add more fields as needed

    };

    // Send response

    response.setStatus(200);

    response.setContentType('application/json');

    response.setBody(responseBody);

})(request, response);

Please help!!

[Satishkumar B · Accepted solution]

Hi @maneesh3 
It looks like your script is intended to handle both creating and updating cases in a ServiceNow instance, but it's creating duplicates. Here are a few suggestions to resolve the duplication issue:

• Query by Unique Field: Use a unique field (like number) to check if a record already exists.
• Avoid Setting sys_id Directly
• Insert or Update Based on Existence: If no record is found, insert a new one. If a record exists, update it.
  
  

(function process(/*RESTAPIRequest*/ request, /*RESTAPIResponse*/ response) {

    var body = request.body.dataString;
    var payload = JSON.parse(body);

    // Get data from payload
    var sysID = payload.sys_id;
    var state = payload.state;
    var comments = payload.comments;
    var priority = payload.priority;
    var correlationID = payload.sys_id;
    var short1 = payload.short_description;
    var desc1 = payload.description;
    var custnum = payload.number;

    var importTable = new GlideRecord('sn_customerservice_case');
    
    // Check if a record with the same number exists
    importTable.addQuery("number", custnum);
    importTable.query();

    if (!importTable.next()) {
        // No existing record found, create a new one
        importTable.initialize();
        
        // Set data to new record
        importTable.state = state;
        importTable.comments = comments;
        importTable.priority = priority;
        importTable.correlation_id = correlationID;
        importTable.short_description = short1;
        importTable.description = desc1;
        importTable.u_customer_ticket = custnum;

        // Insert new record
        importTable.insert();
    } else {
        // Record found, update it
        importTable.state = state;
        importTable.comments = comments;
        importTable.priority = priority;
        importTable.correlation_id = correlationID;
        importTable.short_description = short1;
        importTable.description = desc1;
        importTable.u_customer_ticket = custnum;

        // Update existing record
        importTable.update();
    }

    var responseBody = {
        caseNumber: importTable.number,
        message: 'Case processed successfully'
        // Add more fields as needed
    };

    // Send response
    response.setStatus(200);
    response.setContentType('application/json');
    response.setBody(responseBody);

})(request, response);
​

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Please Mark it helpful 👍and Accept Solution✔️!! If this helps you to understand. 

[maneesh3]

It Worked Thanks a ton

[BillMartin]

@maneesh3 ,

Sharing you my clip. hope it helps!