Enhanced Security Measures in Place:   To ensure a safer experience, we’ve implemented additional, temporary security measures for all users.

A Question Form the Mirroring Webinar: Ticket Re-Open

cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Announcements

A Question Form the Mirroring Webinar: Ticket Re-Open

L5 Sessionator

what if the closed ticket will be re-opened from SerciveNow (snow)?

 

Note: This question was asked during the Cortex XSOAR Customer Success Webinar: Mirroring 

1 accepted solution

Accepted Solutions

L5 Sessionator

A response from the CS webinar team:

There are multiple scenarios. If the ticket is marked as 'resolved' in ServiceNow and the integration is set to use the 'closed' closing method, the update in XSOAR will modify the servicenowstate field only, and the investigation will not be closed, and it will continue to update all fields. If it is marked as 'closed' in ServiceNow, it can no longer be reopened, and in that case, XSOAR will close the investigation too. If we reopen the investigation in XSOAR, mirroring will not update any other field in ServiceNow as the ticket is closed. If the investigation is closed in XSOAR, it can be set to close the ticket in ServiceNow, using the outgoing mapper with close_code and close_reason, as demo'ed in the presentation.

View solution in original post

1 REPLY 1

L5 Sessionator

A response from the CS webinar team:

There are multiple scenarios. If the ticket is marked as 'resolved' in ServiceNow and the integration is set to use the 'closed' closing method, the update in XSOAR will modify the servicenowstate field only, and the investigation will not be closed, and it will continue to update all fields. If it is marked as 'closed' in ServiceNow, it can no longer be reopened, and in that case, XSOAR will close the investigation too. If we reopen the investigation in XSOAR, mirroring will not update any other field in ServiceNow as the ticket is closed. If the investigation is closed in XSOAR, it can be set to close the ticket in ServiceNow, using the outgoing mapper with close_code and close_reason, as demo'ed in the presentation.

  • 1 accepted solution
  • 1598 Views
  • 1 replies
  • 0 Likes
Like what you see?

Show your appreciation!

Click Like if a post is helpful to you or if you just want to show your support.

Click Accept as Solution to acknowledge that the answer to your question has been provided.

The button appears next to the replies on topics you’ve started. The member who gave the solution and all future visitors to this topic will appreciate it!

These simple actions take just seconds of your time, but go a long way in showing appreciation for community members and the LIVEcommunity as a whole!

The LIVEcommunity thanks you for your participation!