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.