Mapping between ServiceNow instance and Incident Response
Mapping between the State field for enterprise ServiceNow instance and Incident Response.
| State field value in ServiceNow instance | Mapped value in Incident Response |
|---|---|
| New | Open |
| In Progress | Work in progress |
| On Hold | N/A |
| Resolved | Resolved |
| Closed | Closed |
| Cancelled | N/A |
The enterprise ServiceNow instance user can add or update the incident states for their instance. These incident changes that do not have a correlated value on Incident Response will be ignored. For example, if a user on the ServiceNow instance changes the incident state to On Hold, the changes to the state value will be ignored by Incident Response.