Working with issues (from the Quality Clouds ServiceNow app)

Once you have imported your issues, run a scan or a Live Check on your elements or update sets, you can see and work on all the related issues.

Each issue grid displays, by default, for each issue:

  • The name of the configuration element (CE) it relates to, with the direct link to this element
  • CE type (e.g. Client Script)
  • Line number
  • Impact area 
  • Severity
  • Link to the best practice information

You can modify the display of your issue grids as needed. Additionally available fields include the following:


Fixing issues

From the issue grid, you can fix the issues directly in the code by clicking on the CE name and navigating to the indicated line number: 

Managing issues in your Agile team

Instead of working on issues directly, you can incorporate them in your Agile development life cycle.


Working with ServiceNow Agile Development plugin

You can either review each issue separately and decide to do one of the following options:

Working with Jira integration

You can automatically send all your Quality Clouds issues to your Jira projects. 

See info on how to set up Jira integration.

Working with issues from Quality Gates


This is an add-on to Quality Clouds. See our solutions and pricing for more information: https://www.qualityclouds.com/pricing/.

Quality Gate is a mechanism for preventing any new technical debt from coming into the platform. It helps you in creating and implementing a strategy for dealing with technical debt in your platform. When you enable a quality gate on your instance, you create a baseline of issues to work from, and you define which new issues can be created while dealing with the debt.

Issues baseline is a snapshot of your platform quality issues taken after a recent full quality scan. It is the total number of issues - subdivided into corresponding numbers of issues by each impact area - and a point in time at which you want to start restricting any new issues coming into the platform.

See more about how to set up Quality Gates.


Once you have set up a Quality Gate on your instance, you'll see that the issues reported on an element or an update set are divided into two categories: 

  • Active - all the new issues added after you have baselined your platform. These issues should be fixed before you promote the update set. 
  • Baseline - all the existing issues you have decided to accept as your existing technical debt.

If there are any new issues detected, the Quality Gates is alerting you and your developers that these should be fixed first by displaying the following message: 

Quality Gate does not allow code with any new issues. Make sure you solve these first.

Turn your Quality Clouds data into KPIs

If you're interested in turning your Quality Clouds issue data into a series of performance and quality metrics, check out our Webinar: Effectively measuring ServiceNow performance and quality metrics




Last modified on Jan 27, 2021