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ServiceNow Integration Best Practices

Understand how linked ServiceNow incidents appear in Qualytics, how status syncs work, and make the most of the integration.

Tickets Section

Once linked, tickets appear in the Tickets section of the anomaly.

Each entry shows:

  • The incident number (e.g., INC0008111), which expands the incident's details.
  • The incident's state as of the last read from ServiceNow.
  • Synced X ago, the time of the last sync in either direction, or Linked X ago before the first one.
  • A Two-way / Read only button that sets how this one incident is synced. It is shown while the integration itself is set to two-way sync, and it is visible but not clickable without the Manager role and the Author team permission on the anomaly's datastore.
  • A View button that opens the incident in ServiceNow.

Syncing Status and Comments

When anomaly status changes in Qualytics:

  • Adds a timestamped work note to the linked ServiceNow incident

Example: Acknowledging an anomaly in Qualytics:

The status change is reflected in ServiceNow as a work note:

Note

By default status changes add work notes but do not change the incident's state. Turn on Anomaly status sync in the integration settings to move two-way incidents to the mapped state as well.

Tip

Multiple tickets can be linked to a single anomaly. Use this to track related issues across different teams or instances.

See Also

  • Permissions

    The roles, team permissions, and ServiceNow-side permissions each action needs.

    Permissions

  • How It Works

    Data flow direction, what gets synced, field mapping, and what the integration can and cannot do.

    How It Works

  • Sync Behavior

    What happens on each operation: creating and linking incidents, the incident states, and the two sync modes.

    Sync Behavior

  • Requirements

    The ServiceNow instance, the account Qualytics authenticates as, and what it must be allowed to do.

    Requirements