Modify fields in a close incident via put API
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3 hours ago
Can an API via put method with admin rights modify fields such as “root cause” “resolved at” after the incident state is closed?
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2 hours ago
Hello @gabriellegh ,
Yes, please use this API in ServiceNow.
https://www.servicenow.com/docs/r/xanadu/api-reference/rest-api-explorer/get-started-update-incident...
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an hour ago
Hi @gabriellegh
Technically it is feasible.
BUT
You should not manually update the “Resolved” date field (resolved_at) in ServiceNow, as it is automatically populated by business rules when the incident state changes to Resolved.
Manually modifying this field can result in inaccurate reporting, compromise data integrity, and potentially interfere with standard incident management workflows.
Regarding the Root Cause field, it appears to be a custom field added to the Incident form. I have some concerns about this approach.
Incidents are primarily intended to restore normal IT service operations as quickly as possible after an unplanned disruption, with minimal impact on the business.
Root Cause Analysis (RCA), however, is typically conducted as part of Problem Management.
I’m curious to understand what benefits are being achieved by altering the standard process definition and incorporating RCA within the Incident workflow.
