How to update the incident ticket at target instance via flow designer integration hub

[SNOWTechie]

Hello,
We have created Flow designer and custom action to create incident ticket on target instance. So, whenever any ticket is created on source instance same ticket should be created on target instance and it is working fine, but we are not able to update the same incident ticket on target instance.

[Ankur Bawiskar]

@SNOWTechie 

so basically you want bi-directional integration and sync INCs.

Refer below link for step by step instructions

ServiceNow to ServiceNow Integration using REST API and PUSH and PUT methods with Business Rule 

You can also explore on Ebonding Spoke with less scripting

ServiceNow eBonding spoke 

Refer the below link which has the approach with example shared by me.

Integration hub ebonding spoke 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Vishal36]

Hi @SNOWTechie, 

It’s great that your flow is successfully creating incident tickets on the target instance. The challenge you’re facing with updating those tickets is a common one when working with integrations.

Here are a few things to consider enabling updates on the target incident tickets:

• Unique Identifier Mapping: Make sure your integration stores and references a unique ID (like the sys_id) of the target incident when it’s created. This way, when updates happen, the flow knows exactly which ticket to update instead of creating a new one.
• Trigger Configuration: Confirm that your Flow Designer is set up to listen for update events on the source tickets, not just create events.
• Update Action Logic: In your custom action, verify that it uses the unique identifier to perform an update operation on the target ticket instead of trying to create a new record.
• Error Handling & Logging: Check logs or error messages to catch any permission issues or failed update attempts.
• Handling updates correctly often requires tracking the relationship between source and target records carefully, ensuring the integration knows which record to update.

If your integration grows more complex or involves multiple systems, includes deeper data sync (Comments, attachments, etc), consider exploring an enterprise – grade integration platform that manages record linking and updates two-way—like OpsHub, a ServiceNow Partner —can make these processes smoother and more reliable.

Hope that helps! Let me know if you want to explore OpsHub's integration tool further.