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ServiceNow Tips & Tricks

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

Linked Tickets Section

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

qualytics-linked-list-with-success

Each entry shows:

  • Incident number (e.g., INC0008111) — clickable to expand details
  • Status — ServiceNow incident status as of the last sync
  • Synced X ago — relative time of the most recent update Qualytics pushed to ServiceNow
  • A View button to open the ticket directly 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:

qualytics-ack-anomaly

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

svc-now-reflects-ack-anomaly

Note

Status changes add work notes but do not change the incident's state. This preserves your ServiceNow workflow control.

Tip

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