ServiceNow - Link Change to a Task
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 a Task
To link a Change Record to a task navigate to the Task Details screen, then to the Change Record tab, where you will see the option to Link Change.
Enter a valid CR No, which exists in ServiceNow to link the stage to the Change Record. On successfully locating the Change Request within the ServiceNow the Change Request details will be located.
Entering an Invalid Change Record will return no results.
Updating a Task 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 Service now 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 a Task
If a Change is incorrectly added to a Task or is no longer required then users have the ability to Unlink the Change Record from the Task. 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 Task.
