how to connect case and incident

[Masa]

Is it possible to automatically reflect the updates of each case associated with each incident to the working memo of the incident?

[Atul Kumar2]

Hi Mass,

If i understand correctly, you want comments in incident flow to the case records? If so its OOB feature so once any comments are added to the incident, its added to the related case.

Regards,

Atul Kumar

[Rajesh Kannan G]

Hi,

You need to activate the plugin "Customer Service with Service Management" for Incident Integration. This plugin is licensable please contact your account manager for licensing details.

Refer our documentation for more details on Incident Integration.

https://docs.servicenow.com/bundle/newyork-customer-service-management/page/product/customer-service...

https://docs.servicenow.com/bundle/newyork-customer-service-management/page/product/customer-service...

Regards,

Rajesh

[Masa]

Thank you for your answer.

Sorry, i mean i want reflect case "notes" to the incident "note".

Do you have any ideas?

Best Regards

[Rajesh Kannan G · Accepted solution]

With "Customer Service with Service Management" for Incident Integration, Case Work notes are updated when

• The incident state changes. If the incident state changes to On Hold, the hold reason is copied to the case work notes.
• The incident is resolved or closed. The incident resolution notes and resolution code are copied to the case work notes.
• Additional comments are added to the incident.

Updating incident Work notes when Work notes are added to case is not supported out of the box. You can add a business rule to make this happen.

Regards,

Rajesh