Sync states between Case and incident

[Luke James]

Hello All, 

I have a requirement where on a case, if an Incident is created from that case, I need to keep various fields from case and incident synced when either the case is updated or the incident is updated. 

For example when a case changes to a state of "open", the related incident needs to change to a state of "Work in progress". 

Does anyone know how to do this? 

Kind Regards, 

Luke

[Anurag Tripathi]

Hi Luke

Is that Sync going to be both ways or one way?

You can do this using BR, but you have to ensure you dont go in a loop.

[Robbie]

Hi @Luke James,

Whilst this could be easily achieved with an update Business Rule on both the Incident and Case tables (a BR for each), can you expand a little more on the requirement please? I suspect there may be some specific use cases and whilst it is technically possible, you don't actually want to sync these states...

As you're aware, these are separate processes and tables and for good reason. They are normally managed separately. While they overlap and interact, they do not and should not follow the same lifecycle.

Eg - When an incident is resolved, a case could be updated, but would the case also be resolved? I would image the process to be handled separately and not automated. The communication and messaging would be different.

I would therefore not expect the states to sync or mirror each other exactly.

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Thanks, Robbie

[Josh Gold]

Hey @Luke James I have a solution for you. I just put together this guide on how to sync cases and incidents with Unito's 2-way integration for ServiceNow.  It's a secure, low-code solution and ServiceNow partner app. Think of it as an alternative to IntegrationHub or working with a pricy consultant. It's all self-serve and fully customizable.

The flow turns newly created cases into incidents and you can add as many fields as you need with a simple point and click interface. I set up my own flow to do exactly that in about 15 minutes.

Let me know if you have any questions!