Resolve/Close incident in ServiceNow

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Posted on by CU20081036-0

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Hi,

I'm trying to resolve/close an incident in ServiceNow using ServiceNow connector. Update Record is the action used and State, Resolution Note are the two fields updated. Flows runs successfully, however the incident status does not get updated. How can the incident be resolved?

Thanks,

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Expiscornovus 33,175 Most Valuable Professional on at

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Re: Resolve/Close incident in ServiceNow

Hi @sunithav,

In my dev ServiceNow instance (Quebec version) I have to also populate the resolution code. When I set that together with the the resolution notes I am able to set/update the state to resolved.

Can you make sure you don't have any other mandatory fields which are empty/not set in your update item action?

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CU20081036-0 181 on at

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Re: Resolve/Close incident in ServiceNow

Hi @Expiscornovus,

Thanks for the response. I have connected my flow to Personal Developer Instance(PDI) in ServiceNow. I'm creating and resolving incidents using Power Automate.

Following is what is tried to resolve the INC with no luck.
- Used UpdateRecord action to resolve the incident
- State tried with 3 and Resolved
- Resolution code is set to Solved (Permanently)
- System ID is set to SysID of the Incident.

Can you help me with the mandatory fields that have to updated please?

Regards,
SV

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Expiscornovus 33,175 Most Valuable Professional on at

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Re: Resolve/Close incident in ServiceNow

Hi @sunithav,

This is the raw input I am using in my test, which allows me to update the incident to resolved:

{ "host": { "connectionReferenceName": "shared_service-now", "operationId": "UpdateRecord" }, "parameters": { "tableType": "incident", "sysid": "f3ecc8ec0720301082a2f7fc7c1ed05b", "sysparm_display_value": false, "sysparm_exclude_reference_link": true, "body/state": "Resolved", "body/close_code": "Solved (Work Around)", "body/close_notes": "I have resolved it" } }

You might want to try and resolve the same incident in the interface, this should also highlight which fields are mandatory to resolve it.

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