ServiceNow - Link Change to a Runbook
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 Runbook
To Link a Change Record to an Existing Runbook navigate to the ... More Options menu item in the Runbook. From here you will see the option Change Records.
Clicking on Change Records will launch the Change Records panel. From the top right you will see the option Link Change. This will launch the Link Change modal window. From here enter a valid Change Record Number and ICEFLO will search for the Change Record 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 also 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 a Runbook 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 a Runbook
If a Change is incorrectly added to a Runbook or is no longer required then users have the ability to Unlink the Change Record from the Runbook. 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 Runbook.
