ServiceNow - Update Issue

There are several fields, relating to an Issue, that you can update in ICEFLO and will be shown in ServiceNow.  These are:

  • Title
  • Severity
  • Issue State (Open or Closed)
  • Issue Estimated Resolution Time

Select Update Issue to process these changes.

Update Incident ICEFLO Contact

The ICEFLO contact is the only field that is editable on the Incident panel within ICEFLO.  Once altered, select Update Incident to process.  All other fields on this panel are editable in ServiceNow.

Activity Panel

The Activity panel records updates (only the fields visible in ICEFLO) which are made to the Incident in both ServiceNow and ICEFLO.