ServiceNow - Link Change to an Event

Once your integration with ServiceNow has been set up you have the ability to link Events, Runbooks, Stages and Tasks to Change Records which have been created in ServiceNow. On linking any of the listed objects to a Change in ServiceNow, ICEFLO will pull through the information of the Change and present it on the Change Record modal window, the information presented here will only ever be presented as Read Only. Any changes which need to be made to the Change Record must be done from ServiceNow.

Linking a Change Record to an Event

To link an Event to a Change Record navigate to the .... More Options menu item in Events, from here you will see the option Change Records. Clicking into this screen will launch the Change Records screen and in the top right of the panel you will see the option Link Change. Clicking this will launch the modal window where you can enter the Change Record and enter a valid Change Record number for ICEFLO to search for in ServiceNow.

Once the Change has been linked it will show in the Change Records Screen. Any Changes which have also been linked to Runbooks in the Event will be listed here.

Any existing Change Records which have been linked to an Item in the Event will be listed here. From the top right of the panel you will see the Link Change Button.

Once the Change has been linked any changes which are made in ServiceNow will be pushed through.

When viewing a ServiceNow change you will be presented with the following fields:

  • CR Number
  • Title
  • Description
  • State
  • Priority
  • Impact
  • Risk
  • Category
  • Config Item
  • Owner
  • Planned Start
  • Planned End
  • Actual Start
  • Actual End
  • Product
  • Instance Name
  • ICEFLO Contact - this is the only field which you will be able to amend, the rest will be Read Only.

Entering an Invalid Change Record will return no results.

Updating an Event Change Record

The only field which can be updated in ICEFLO with regards to the Change Record is is the ICEFLO Contact field. This is the person that users of ServiceNow should get in contact with if needed. To update this field, click into the field and from the dropdown you can choose the appropriate contact.

Any changes which are made in ServiceNow will be pushed through to ICEFLO.

Unlinking a Change Record from an Event

If a Change is incorrectly added to an Event or is no longer required then users have the ability to Unlink the Change Record from the Event. In order to do so click into the Change Record and this will launch the Change Record Modal window. In the top right of the window you will see the unlink button.

On confirming the Unlink action you will have removed the Change Record from the Event.