Unlink a ServiceNow Ticket

Remove the link between an anomaly in Qualytics and a ServiceNow incident. This only removes the association in Qualytics. The incident itself is not deleted or modified.

What Unlinking Changes

Only the link record in Qualytics is deleted. The incident keeps everything Qualytics ever wrote to it, including the anomaly details appended to its description and the work notes from earlier acknowledges, archives, and comments, because those are part of the incident's own history.

From that moment the incident stops receiving anything: no further work notes, and no state changes even with Anomaly status sync on. The anomaly keeps its own status, and any other incidents still linked to it carry on as before. The unlink is recorded on the anomaly's timeline as unlinked ticket, naming the incident and the user who did it.

Steps

Step 1: Open the anomaly and scroll to the Tickets section.

Step 2: Find the card of the incident you want to unlink and click Unlink ticket in its corner.

Step 3: A Ticket unlinked successfully message appears and the card is gone. The section reads No tickets linked when it was the only one.