10-03-2022 07:54 AM
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
10-03-2022 07:55 AM
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.
10-03-2022 07:55 AM
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.
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