Create a ServiceNow Ticket
Create a new ServiceNow Incident directly from an anomaly in Qualytics. The new ticket is automatically linked to the anomaly and includes its context.
Prerequisites
The ServiceNow integration must be connected before you can create tickets.
Permissions
Creating a ticket needs the Manager role and the Author team permission on the anomaly's datastore. An Admin can create one regardless of team membership. See the Permissions page for details.
Field reference
The Create New Ticket form asks for the following. Only the short description is required, and everything else can be left empty.
| Field | Required | ServiceNow field | Description |
|---|---|---|---|
| Short Description | short_description |
A brief summary of the data quality issue. Pre-filled from the anomaly. | |
| Status | state |
The state the incident starts in. One of New, In Progress, On Hold, Resolved, Closed, or Canceled, and a numeric code can be typed instead. Defaults to New. | |
| Priority | priority |
Critical, High, Moderate, Low, or Planning. Defaults to Moderate. | |
| Urgency | urgency |
High, Medium, or Low. Defaults to Low. | |
| Impact | impact |
High, Medium, or Low. Defaults to Low. | |
| Description | description |
The detail behind the issue. The anomaly's own context is appended when you submit. | |
| Category | category |
Has to match a category name in your instance exactly, including case. See Find ServiceNow Values. | |
| Subcategory | subcategory |
Matched the same way as the category. | |
| Assignment Group | assignment_group |
The sys_id of the group, not its display name. See Find ServiceNow Values. |
|
| Assigned To | assigned_to |
The sys_id of the user, not a username or display name. A value ServiceNow cannot resolve leaves the incident unassigned. |
The caller cannot be set
Every incident is opened by the integration's service account, and there is no field for the caller. See What It Does Not Do.
Choosing Resolved, Closed, or Canceled as the starting state fills in a close code and a close note automatically, because ServiceNow refuses those states without them.
Steps
Step 1: Open the anomaly in Qualytics, scroll to the Tickets section, and click the Link or create ticket button.
Step 2: The Link Ticket modal opens with a search bar. This is the unified entry point for both linking existing tickets and creating new ones.
Step 3: Click the Create New Ticket button next to the search bar.
Step 4: The Create New Ticket form opens. Fill in the fields described in the Fields section above.
Step 5: Click the Create Ticket button to submit.
Step 6: A success notification appears, and the new ticket is shown in the Tickets section of the anomaly.
The ServiceNow incident description is auto-populated with:
- Anomaly ID and status
- Anomaly type and detection timestamp
- Failed checks information
- A direct link back to the anomaly in Qualytics
Tip
If you need to link an existing ServiceNow incident instead of creating a new one, use the Link Existing Ticket flow.
Need help finding Category or Assignment Group values?
Category, Subcategory, and Assignment Group values must match your ServiceNow instance exactly. See Find ServiceNow Values for step-by-step instructions on looking them up.