<div dir="ltr">Thank You I will investigate the options that you provided.<div><br></div><div>Thank You again,</div><div><br></div><div>Rose</div></div><div class="gmail_extra"><br><div class="gmail_quote">On Wed, Jan 27, 2016 at 5:01 PM, Vlad Dascalu-2 [via Mozilla] <span dir="ltr"><<a href="/user/SendEmail.jtp?type=node&node=350796&i=0" target="_top" rel="nofollow" link="external">[hidden email]</a>></span> wrote:<br><blockquote style='border-left:2px solid #CCCCCC;padding:0 1em' class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">

        Hi Rose

<br><br>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.

<br><br>It's important to see if the relation between them is one-to-one OR

<br><span class="">one-to-many. You said:

<br><br>>> Once the option to create a ServiceNow ticket has been selected, a ServiceNow ticket is automatically generated

<br><br></span>which would imply one-to-one but then the following suggests one-to-many:

<br><span class=""><br>>> after the creation of a Bugzilla Ticket, I have to create several ServiceNow Tickets

<br><br></span>In addition, I recommend to think about the field that you want to add

<br>not only as an option to create or not ServiceNow tickets, but rather

<br>explore this question from the perspective of the bug life-cycle: is

<br>this field going to help me for the duration of the bug's existence to

<br>link between the two entities? Describe what the field means for the

<br>bug entity as it is created (not as a workflow option in the bug

creation screen).

<br><br>My last recommendation would be to decouple the ServiceNow creation

<br>job and see it as something that you would just need to code or find

<br>tools that do it. Your question becomes -- how can I invoke from

<br>Bugzilla that code with the proper parameters, and the two suggestions

I gave are pretty good for that.

<br><br>If you want to persist information backwards (get the hook created ids

<br>back in a field, or just a boolean that they were created) you can

<br>look for storage purposes at:

<br><a href="http://bugzilla.readthedocs.org/en/latest/integrating/extensions.html#adding-new-fields-to-bugs" rel="nofollow" link="external" target="_blank">http://bugzilla.readthedocs.org/en/latest/integrating/extensions.html#adding-new-fields-to-bugs</a><br><br>Thanks

<br>Vlad

<br><span class=""><br>On Wed, Jan 27, 2016 at 11:51 PM, RoseEgg <<a href="http:///user/SendEmail.jtp?type=node&node=350795&i=0" rel="nofollow" link="external" target="_blank">[hidden email]</a>> wrote:

</span><div><span class=""><div class='shrinkable-quote'><br>> Hello Vlad Dascalu-2,

<br>>

<br>> Yes you are correct, I am referring to

<br>> <a href="https://en.wikipedia.org/wiki/ServiceNow" rel="nofollow" link="external" target="_blank">https://en.wikipedia.org/wiki/ServiceNow</a><br>>

<br>> The trigger for creating ServiceNow Tickets (or "entities" as you described

<br>> them), would be the following:

<br>>

<br>> 1.       The option to create a ServiceNow ticket is included as a field in

> the Bugzilla Ticket, itself.

<br>> 2        Once the option to create a ServiceNow ticket has been selected, a

> ServiceNow ticket is automatically generated.

<br>>

<br>> Currently, after the creation of a Bugzilla Ticket, I have to create several

<br>> ServiceNow Tickets. There is no data that I put into these ServiceNow

> Tickets, they are empty.

<br>>

<br>> To answer your other question, no, I do not wish to duplicate bug reports in

<br>> two systems.

<br>>

<br>> I really appreciate your quick response and if there is anything else you

<br>> need from me please let me know,

<br>>

<br>> Elisabeth

<br>>

</div></span><div><div class="h5">> On Wed, Jan 27, 2016 at 4:35 PM, Vlad Dascalu-2 [via Mozilla] <[hidden

<div class='shrinkable-quote'><br>> email]> wrote:

<br>>>

<br>>> Hi Rose

<br>>>

<br>>> >> adding the functionality of having Bugzilla automatically create a

<br>>> >> ServiceNow ticket?

<br>>>

>> I assume you mean <a href="https://en.wikipedia.org/wiki/ServiceNow" rel="nofollow" link="external" target="_blank">https://en.wikipedia.org/wiki/ServiceNow</a> .

<br>>>

<br>>> Your question doesn't describe the context around it. What's the

<br>>> use-case? Do you want to duplicate bug reports in two systems (upon

<br>>> creating a new bug in Bugzilla, have it mirrored in ServiceNow?) Why

<br>>> do you want to do that? What should happen with the follow-up

>> comments? Try to describe the use-case behind your question.

<br>>>

<br>>> There are two methods that might solve something related to your question:

<br>>> 1) you subscribe a user to receive mail and then you have a separate

>> process which processes that mail by creating ServiceNow entries.

<br>>> 2) you use bug_end_of_create hook from

<br>>> <a href="https://www.bugzilla.org/docs/tip/en/html/api/Bugzilla/Hook.html" rel="nofollow" link="external" target="_blank">https://www.bugzilla.org/docs/tip/en/html/api/Bugzilla/Hook.html</a><br>>> but more information is needed to clarify what's the trigger for

>> creating ServiceNow entities.

<br>>>

<br>>> On Wed, Jan 27, 2016 at 11:16 PM, RoseEgg <[hidden email]> wrote:

<br>>>

<br>>> > Hello,

<br>>> >

<br>>> > How may I go about adding the functionality of having Bugzilla

<br>>> > automatically

<br>>> > create a ServiceNow ticket?

<br>>> >

<br>>> >

<br>>> >

<br>>> > --

<br>>> > View this message in context:

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<br>> View this message in context: Re: How can Bugzilla automatically create a

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