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Mirror ServiceNow Ticket

This Playbook is part of the ServiceNow Pack.#

Supported versions

Supported Cortex XSOAR versions: 6.0.0 and later.

Mirror ServiceNow Ticket is designed to serve as a sub-playbook, which enables ticket mirroring with ServiceNow. It will allow you to manage ServiceNow tickets in Cortex xSOAR. While data is continuously synced between ServiceNow and Cortex xSOAR, including ServiceNow schema, fields, comments, work notes, and attachments. To enable OoB mirroring, use the ServiceNow Create ticket - common mappers for incoming and outgoing mirroring.

FieldPolling - It is optional to set the FieldPolling value to true if it is desirable to wait for the ticket to resolve or close. If FieldPolling is set to true, the FieldPolling Playbook will poll for the state(ServiceNow State field) of the ServiceNow ticket until it marks as resolved/closed.

In Addition to the Playbook, It is recommended to use the included layout for ServiceNow Ticket, which helps visualize ServiceNow ticket information in Cortex xSAOAR. You can add the new layout as a tab to existing layouts at the edit layout screen.


This playbook uses the following sub-playbooks, integrations, and scripts.


  • Field Polling - Generic


This playbook does not use any integrations.


This playbook does not use any scripts.


  • setIncident

Playbook Inputs#

NameDescriptionDefault ValueRequired
IncidentIDServiceNow Incident number to mirror.Optional
MirrorInstanceNameSet the mirror instance name to enable mirroring with ServiceNowOptional
MirrorDirectionSet the mirror direction, should be one of the following:
1. Out
2. Both
MirrorCommentTagsSet tags for mirror comments and files to ServiceNowcomments,work_notes,ForServiceNowOptional
FieldPollingSet the value to true or false to determine if the FieldPolling sub-playbook will be executed in the context of a parent playbook.
this is useful in cases when ita is needed to wait for the ServiceNow ticket to be resolved in order to continue the parent playbook.
FieldPollingIntervalSet interval time for the polling to run
(In minutes)
Set the amount of time to poll the status of the ticket before declaring a timeout and resuming the playbook.
(In minutes)

Playbook Outputs#

There are no outputs for this playbook.

Playbook Image#

Mirror ServiceNow Ticket