Link an Existing ServiceNow Ticket

Link an existing ServiceNow Incident to an anomaly in Qualytics instead of creating a new ticket.

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. Type in the search bar to find existing ServiceNow Incidents by Incident number or short description.

Step 3: Click on the ServiceNow Incident you want to link.

Step 4: A success notification appears, and the Incident is shown in the Tickets section of the anomaly.

When linking an existing ticket:

• A link is established in Qualytics between the anomaly and the incident
• The incident's description is updated, with anomaly details appended to the existing description (existing content is preserved)
• A work note is added to the incident with the linkage information (anomaly ID, status, timestamp)