Update Ticket Status
The Update Ticket Status action updates the status of an existing ticket when the Flow is triggered. It is commonly used to reflect progress or resolution as anomaly conditions change.
Permission Required
You need the Manager role to edit and publish Flows. See Flow Permissions for details.
Prerequisites
- A connected ticketing integration.
- A Flow with an Anomaly Detected or Anomaly Status Changed trigger. The Ticketing category stays disabled in the List of Actions panel with any other trigger type.
Field reference
The Update Ticket Status Settings panel shows the following field.
Linked tickets only
The action updates every ticket linked to the triggering anomaly. When the anomaly has no linked tickets, the action lands as Skipped, along with its downstream actions.
| Field | Required | Type | Description |
|---|---|---|---|
| Target Ticket Status | Text | The status to apply to the linked tickets when the action executes (for example, In Progress, Resolved, or Closed). Plain text only, it takes a status name exactly as the tracker knows it, with no Markdown or dynamic tokens. |
The values the status accepts depend on the tracker. Pick the tab for yours.
The status accepts a state name (case-insensitive) or its ServiceNow numeric code: New (1), In Progress (2), On Hold (3), Resolved (6), Closed (7), or Canceled (8).
Resolved and Closed may need extra fields
ServiceNow data policies often require a resolution code and notes when an incident moves to Resolved or Closed. When the policy blocks the change, the action reports a failure for that ticket.
The status must match a status the issue's workflow can reach (for example, To Do, In Progress, or Done). Jira does not allow setting the status directly, so the action looks for a transition that leads to the target status and executes it. When the workflow has no transition to that status, the update fails for that ticket.
Steps
Step 1: Navigate to the Flows page by clicking Flows on the left side panel.
Step 2: On the Definitions tab, click the Flow. On its canvas, click the dashed Action placeholder after the trigger, or the + handle at the bottom edge of a node.
Step 3: In the List of Actions panel, pick the Ticketing category, then click Update Ticket Status. The Update Ticket Status Settings panel opens on the right-hand side.
Step 4: Fill in the fields.
Step 5: Click Save. The node shows a CHANGED badge and the You have unpublished changes banner appears on the canvas.
Step 6: Click Publish to make the action live.