Add Work Note to Incident Ticket

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Need to install in the ServiceNow integration?

Learn how.

This Runbook step automatically posts updates to your ServiceNow incident tickets as work notes, helping keep your ServiceNow tickets synchronized with FireHydrant incident activities.

Prerequisites

Before you begin, ensure you have:

• Configured the ServiceNow integration in FireHydrant
• Set up at least one project within your ServiceNow integration

Basic Configuration

1. Navigate to the Runbook step menu
2. Search for and select "Create a ServiceNow Work Note"
3. Configure the work note content using plain text or template variables

Automating Incident Updates

A common use case is automatically synchronizing incident updates between FireHydrant and ServiceNow. Here's how to set this up:

Template Configuration

• Use the template variable {{ incident.last_note.body }} to capture the latest incident note
• This will automatically include the content of new incident updates in your ServiceNow work notes

Execution Settings
To ensure the step runs for every new incident update:

• Add the "Incident Note is added" condition
• Enable "Rerun on every transition" in the condition settings
• This configuration ensures the step executes each time a new note is added

Result

With this configuration:

• Every incident note posted in FireHydrant (via chat or UI) automatically creates a work note in ServiceNow
• Your ServiceNow tickets stay current with all incident communications
• Team members in both systems have access to the latest information