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ServiceNow Custom Resolution Code Feedback
Technical Configuration & Operations Guide
Configure resolution-code feedback mapping from ServiceNow tickets into InsightFinder incident feedback.
| Scope
This guide documents the source-supported configuration for the ServiceNow Resolution Code field, InsightFinder External Service feedback collection, regex-based outcome mapping, and validation of feedback in InsightFinder. |
| Configuration area | Source requirement |
|---|---|
| Primary ServiceNow field | Resolution Code (column name: close_code) |
| Field type | Choice |
| InsightFinder integration area | External Service Settings → ServiceNow → Edit Webhook |
| Runtime result | Resolved-ticket resolution codes are collected and mapped to InsightFinder feedback outcomes |
1 Purpose, scope, and configuration dependencies
Custom resolution-code feedback creates a closed-loop signal between ticket resolution in ServiceNow and incident feedback in InsightFinder. The workflow depends on a ServiceNow Choice field, a fixed field identifier, enabled feedback collection, and resolution-code regex mappings.
Dependency chain
| ServiceNow close_code |
→ | Resolved Ticket | → | InsightFinder feedback collector Regex mapping → Feedback status |
Prerequisites
- Authorized ServiceNow access to modify the Incident (or relevant) table and its dictionary/choice configuration.
- InsightFinder administrator access to modify External Service integrations.
- An existing ServiceNow integration in InsightFinder.
- The ServiceNow integration dialog also displays a requirement that its user be authorized for the rest_service role and the itil role to post incidents.
| Hard implementation requirement
The ServiceNow column name must be close_code. The supplied guide states that this field identifier is currently not configurable in InsightFinder. A differently named field should not be treated as equivalent for this workflow. |
Configuration contract
| Control | Required value / behavior | Why it matters |
|---|---|---|
| Field label | Resolution Code | Human-readable field presented on the ticket. |
| Column name | close_code | Fixed identifier expected by the InsightFinder workflow. |
| Field type | Choice | Provides a controlled dropdown backed by ServiceNow choices. |
| Choice values | Defined in sys_choice | Supplies the resolution outcomes available to users. |
| Feedback collection | Enabled | Allows InsightFinder to collect resolution feedback. |
| Regex rules | Configured and ordered | Maps resolution-code text to feedback outcomes. |
2 ServiceNow schema configuration
The ServiceNow portion of the workflow establishes a normalized Resolution Code field that is present on the applicable ticket table and exposes controlled choice values.
| 1 | Open the table definition
From a ServiceNow incident, navigate to Configure → Table, then open the Incident table (or the relevant table used by the integration). |
Figure 1. ServiceNow navigation to Configure → Table. Browser chrome is intentionally removed.
| 2 | Verify whether Resolution Code already exists
Review the table dictionary entries and confirm whether a Resolution Code field is already present. Validate the field definition instead of relying only on the visible label. |
Figure 2. Table column list used to locate the Resolution Code dictionary entry.
Required dictionary definition
| Property | Required configuration |
|---|---|
| Column label | Resolution Code |
| Column name | close_code |
| Type | Choice (not String) |
| Choice source | ServiceNow choice records (sys_choice) for close_code on the same table |
| Do not reuse an incompatible field definition
If a Resolution Code label exists but the underlying definition does not meet the required column-name and Choice-type contract, correct the ServiceNow configuration before validating feedback collection. |
| 3 | Populate choices
Create or verify the permitted values under Choices (sys_choice) for close_code. These values become the user-selectable Resolution Code options. |
| 4 | Validate the ticket form
Save the dictionary/choice changes and confirm that the Resolution Code field is visible on tickets where resolution is performed. |
3 InsightFinder External Service configuration
After the ServiceNow field exists, enable the feedback collector on the configured ServiceNow integration and define the mapping from resolution-code text to feedback outcomes.
| 1 | Open External Service Settings
In InsightFinder, open Settings and select External Service Settings. |
Figure 3. InsightFinder Settings entry point for External Service Settings.
| 2 | Open the configured ServiceNow integration
Select ServiceNow from the configured external services and edit the webhook/integration configuration. |
Figure 4. ServiceNow integration selection in External Service Settings.
| 3 | Enable feedback collection
Check Enable Service Now Feedback Collect. |
| 4 | Add resolution-code regex rules
Add one or more resolution code patterns and assign the corresponding feedback outcome to each rule. |
Figure 5. ServiceNow webhook configuration showing feedback collection and ordered resolution-code regex rules.
Regex evaluation semantics shown in the source UI
| Behavior | Technical meaning | Configuration implication |
|---|---|---|
| Case-sensitive | Character case must match. | Use the exact capitalization present in ServiceNow choice strings. |
| Substring matching | A rule can match within a larger resolution-code string. | Anchors can be added when an exact full-string match is required. |
| Top-to-bottom evaluation | Rules are evaluated in displayed order. | Place more specific expressions before broader expressions. |
| First match wins | Evaluation stops at the first matching rule. | Avoid overlapping patterns that map the same input to different outcomes. |
| Source example
The supplied configuration screenshot shows anchored examples such as ^Test-E2E-Like$ and ^Test-E2E-Dislike$. Anchoring is useful when the intended resolution code must match the complete string rather than merely contain a token. |
| 5 | Save the integration
Save the ServiceNow External Service configuration after feedback collection and rule mappings are complete. |
4 Runtime feedback lifecycle
Once configured, the feedback path is driven by how the ticket is resolved in ServiceNow and by the next InsightFinder feedback collector cron execution.
| 1 | Resolve an InsightFinder-created ServiceNow ticket
Open the ticket that is being resolved and select or enter the configured Resolution Code. |
Figure 6. ServiceNow ticket with a populated Resolution Code. Browser chrome is intentionally removed.
| 2 | Ensure the resolution code satisfies a configured regex rule
The source workflow requires the configured feedback regex pattern to be present in the resolution code string. Save or resolve the ticket after the code is set. |
| 3 | Wait for the feedback collector
InsightFinder’s feedback cron picks up the resolution status on its next run and updates the feedback status in the UI. The supplied guide does not specify the cron interval. |
| 4 | Verify the feedback and provenance
In the incident view, inspect the feedback indicator. The UI can show whether feedback was recorded manually or via ServiceNow Resolution Code. |
Figure 7. Incident feedback provenance showing ServiceNow (Resolution Code) as the reporter/source.
| 5 | Review aggregate outcomes
Use the Feedback Center to review feedback across incidents and apply available filters/grouping. |
Figure 8. Feedback Center with recorded thumbs-up and thumbs-down outcomes.
5 Validation and acceptance test
Use a controlled ticket to validate the end-to-end mapping before depending on custom resolution codes in production operations.
| Test stage | Expected result | Failure signal |
|---|---|---|
| ServiceNow field | Resolution Code is available on the ticket and uses controlled choices. | Field missing, free-text behavior, or incorrect identifier. |
| Choice list | Expected resolution codes are selectable. | Dropdown empty or intended values unavailable. |
| IF integration | Enable Service Now Feedback Collect is enabled and rules are saved. | Collector disabled or no mapping rules. |
| Regex match | Chosen code matches the intended rule using the configured case and rule order. | No matching feedback outcome or wrong first match. |
| Collector run | After the next feedback cron, the incident feedback is updated. | Ticket resolved but feedback remains unchanged after collection occurs. |
| Provenance | Incident UI identifies ServiceNow (Resolution Code) when collected this way. | Feedback exists only as a manual entry or has no expected source. |
| Feedback Center | Outcome appears in aggregate feedback views. | Incident feedback exists but is not visible in the selected feedback scope. |
Recommended test cases
- Positive mapping: resolve a ticket using a code intended to map to positive feedback.
- Negative mapping: resolve a separate ticket using a code intended to map to negative feedback.
- Case-sensitivity test: use a case variation to confirm the rule does not match unexpectedly.
- Rule-order test: where patterns could overlap, confirm the more specific rule is evaluated first.
- Non-match test: use a code that should not match any configured feedback rule and confirm that it is not incorrectly mapped.
6 Troubleshooting reference
| Symptom | Most likely configuration area | Source-grounded check |
|---|---|---|
| Resolution Code does not appear | ServiceNow table/form | Verify the field exists on the relevant table and is available on the ticket form. |
| Field appears but is not a dropdown | ServiceNow dictionary | Confirm Type is Choice, not String. |
| Dropdown has no expected values | ServiceNow sys_choice | Populate choices for close_code on the applicable table. |
| InsightFinder does not collect feedback | External Service Settings | Confirm Enable Service Now Feedback Collect is checked and the integration is saved. |
| A resolution code does not map | Regex rules | Check exact case, substring behavior, rule order, and whether an earlier rule matched first. |
| Wrong feedback outcome is recorded | Regex ordering / overlap | Move the more specific expression above looser patterns; first match wins. |
| Feedback has not updated immediately | Collector timing | The workflow updates on the next feedback cron; the source does not define an exact interval. |
| Feedback source is unclear | Incident feedback details | Inspect the feedback provenance to distinguish manual feedback from ServiceNow Resolution Code feedback. |
| Avoid unsupported assumptions
The supplied material does not define the feedback cron schedule, API endpoint names, database implementation, retry behavior, regex engine version, or a configurable alternative to close_code. Those implementation details are intentionally not asserted in this guide. |
Operational change checklist
- Document the approved ServiceNow Resolution Code choices before changing regex mappings.
- Keep rule order intentional; evaluate specific patterns before broad patterns.
- Validate a positive and negative outcome after any choice-list or regex change.
- Confirm feedback provenance after collection so automated and manual feedback remain distinguishable.
- Use Feedback Center filtering/grouping to confirm aggregate results after rollout.
7 Quick reference
| Item | Technical reference |
|---|---|
| ServiceNow field label | Resolution Code |
| ServiceNow field ID / column name | close_code |
| ServiceNow field type | Choice |
| Choice storage/configuration | Choices (sys_choice) |
| InsightFinder path | Settings → External Service Settings → ServiceNow → Edit Webhook |
| Required toggle | Enable Service Now Feedback Collect |
| Rule input | Resolution code pattern (regex) |
| Match behavior | Case-sensitive substring |
| Rule evaluation | Top to bottom |
| Conflict handling | First match wins |
| Runtime trigger | Resolved ticket + next feedback cron run |
| Recorded provenance | Manual or ServiceNow (Resolution Code) |
| Aggregate review | Feedback Center |
End-to-end sequence
| Stage | Result | |
|---|---|---|
| 1 | Create/verify close_code | Choice field exists on the ticket table. |
| 2 | Populate sys_choice | Approved resolution outcomes become selectable. |
| 3 | Enable feedback collect | ServiceNow integration begins participating in resolution feedback collection. |
| 4 | Create ordered regex mappings | Resolution-code text maps to intended feedback outcomes. |
| 5 | Resolve ticket | Operator selects the resolution code and resolves/saves the ticket. |
| 6 | Collector cron executes | InsightFinder retrieves the resolved status and evaluates configured rules. |
| 7 | Feedback updates | Incident shows feedback and provenance. |
| 8 | Analyze outcomes | Feedback Center supports cross-incident review. |
| Configuration complete
After the field definition, choice list, feedback toggle, and regex mappings are validated, custom ServiceNow resolution codes can be used to feed ticket-resolution outcomes back into InsightFinder incident feedback and Feedback Center reporting. |
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