Re: How can Bugzilla automatically create a ServiceNow Ticket?

Thank You I will investigate the options that you provided.

Thank You again,

Rose

On Wed, Jan 27, 2016 at 5:01 PM, Vlad Dascalu-2 [via Mozilla] <
[email protected]> wrote:

> Hi Rose
>
> Based on your reply I recommend to spend a bit more time to think
> about the relation between a bug and its generated ServiceNow tickets.
>
> It's important to see if the relation between them is one-to-one OR
> one-to-many. You said:
>
> >> Once the option to create a ServiceNow ticket has been selected, a
> ServiceNow ticket is automatically generated
>
> which would imply one-to-one but then the following suggests one-to-many:
>
> >> after the creation of a Bugzilla Ticket, I have to create several
> ServiceNow Tickets
>
> In addition, I recommend to think about the field that you want to add
> not only as an option to create or not ServiceNow tickets, but rather
> explore this question from the perspective of the bug life-cycle: is
> this field going to help me for the duration of the bug's existence to
> link between the two entities? Describe what the field means for the
> bug entity as it is created (not as a workflow option in the bug
> creation screen).
>
> My last recommendation would be to decouple the ServiceNow creation
> job and see it as something that you would just need to code or find
> tools that do it. Your question becomes -- how can I invoke from
> Bugzilla that code with the proper parameters, and the two suggestions
> I gave are pretty good for that.
>
> If you want to persist information backwards (get the hook created ids
> back in a field, or just a boolean that they were created) you can
> look for storage purposes at:
>
> http://bugzilla.readthedocs.org/en/latest/integrating/extensions.html#adding-new-fields-to-bugs
>
> Thanks
> Vlad
>
> On Wed, Jan 27, 2016 at 11:51 PM, RoseEgg <[hidden email]
> <http:///user/SendEmail.jtp?type=node&node=350795&i=0>> wrote:
>
> > Hello Vlad Dascalu-2,
> >
> > Yes you are correct, I am referring to
> > https://en.wikipedia.org/wiki/ServiceNow
> >
> > The trigger for creating ServiceNow Tickets (or "entities" as you
> described
> > them), would be the following:
> >
> > 1.       The option to create a ServiceNow ticket is included as a field
> in
> > the Bugzilla Ticket, itself.
> > 2        Once the option to create a ServiceNow ticket has been
> selected, a
> > ServiceNow ticket is automatically generated.
> >
> > Currently, after the creation of a Bugzilla Ticket, I have to create
> several
> > ServiceNow Tickets. There is no data that I put into these ServiceNow
> > Tickets, they are empty.
> >
> > To answer your other question, no, I do not wish to duplicate bug
> reports in
> > two systems.
> >
> > I really appreciate your quick response and if there is anything else
> you
> > need from me please let me know,
> >
> > Elisabeth
> >
> > On Wed, Jan 27, 2016 at 4:35 PM, Vlad Dascalu-2 [via Mozilla] <[hidden
> > email]> wrote:
> >>
> >> Hi Rose
> >>
> >> >> adding the functionality of having Bugzilla automatically create a
> >> >> ServiceNow ticket?
> >>
> >> I assume you mean https://en.wikipedia.org/wiki/ServiceNow .
> >>
> >> Your question doesn't describe the context around it. What's the
> >> use-case? Do you want to duplicate bug reports in two systems (upon
> >> creating a new bug in Bugzilla, have it mirrored in ServiceNow?) Why
> >> do you want to do that? What should happen with the follow-up
> >> comments? Try to describe the use-case behind your question.
> >>
> >> There are two methods that might solve something related to your
> question:
> >> 1) you subscribe a user to receive mail and then you have a separate
> >> process which processes that mail by creating ServiceNow entries.
> >> 2) you use bug_end_of_create hook from
> >> https://www.bugzilla.org/docs/tip/en/html/api/Bugzilla/Hook.html
> >> but more information is needed to clarify what's the trigger for
> >> creating ServiceNow entities.
> >>
> >> On Wed, Jan 27, 2016 at 11:16 PM, RoseEgg <[hidden email]> wrote:
> >>
> >> > Hello,
> >> >
> >> > How may I go about adding the functionality of having Bugzilla
> >> > automatically
> >> > create a ServiceNow ticket?
> >> >
> >> >
> >> >
> >> > --
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> >> >
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> a
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