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Disclaimer
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This Integration allows customers to create incident tickets in ServiceNow straight from the Universal Controller. A typical Use Case is the creation of a ticket in ServiceNow in the event of a Task failure within the Universal Controller.
Version Information
| Template Name | Extension Name | Extension Version |
|---|---|---|
| ServiceNow Incident | ue-servicenow-incident | 1.0.0 |
Refer to Changelog for version history information.
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The input fields for this Universal Extension are described below.
| Field | Input type | Default value | Type | Description |
|---|---|---|---|---|
| Action | Required | Create Incident | Choice | Action performed upon the task execution. Available actions.
|
| ServiceNow Instance URL | Required | - | Text | URL of the ServiceNow instance. |
| ServiceNow Credentials | Required | - | Credentials | Credentials for accessing ServiceNow via API.The Credentials definition should be as follows.
|
| Caller | Optional | - | Dynamic Choice | User who reported or is affected by this incident. |
| Category | Optional | - | Dynamic Choice | The category for incident creation. If not provided, the default category defined on ServiceNow will be considered. |
| Subcategory | Optional | - | Dynamic Choice | The subcategory for incident creation. The choice of Subcategory depends on the previous choice of Category. |
| Impact | Optional | - | Choice | Impact of the created incident. The following options are available.
|
| Urgency | Optional | - | Choice | Urgency of the created incident. The following options are available.
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| Assigned To | Optional | - | Dynamic Choice | User primarily responsible for treating this incident in ServiceNow. |
| Assignment Group | Optional | - | Dynamic Choice | Assignment group that is responsible working on this incident in ServiceNow. |
| Short Description | Required | - | Text | Short description of the incident. |
| Description | Optional | - | Large Text | Description of the incident. |
| Attach Output Source | Required | -- None -- | Choice | Parameter controlling whether an attachment will be attached to the incident and the source of it. The following options are available.
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| Output Type | Optional | All | Choice | The type of output to be used as attachment. The following options are available.
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| Number of lines | Optional | 100 | Integer | The number of lines to be retrieved from the task instance output. The extension will provide up to the specified number of lines, less if there is not enough lines generated. Required when Attach Output Source is “Sibling Task” or “Any Task Instance”. The value must be greater then 0. |
| Task Instance ID | Optional | - | Text | UUID of the task instance the output of which is attached. UAC Functions can be used to resolve the required Task Instance ID. For more information the reader can refer to the task examples. Required when Attach Output Source is “Sibling Task” or “Any Task Instance”. |
| UC URL | Optional | - | Text | Base URL of the target Universal Controller. Required when Attach Output Source is “Sibling Task” or “Any Task Instance”. |
| UC Credential | Optional | - | Credential for accessing the Controller. The Credentials definition should be as follows.
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⚠ Using empty value for dynamic choice fields will result with ServiceNow setting a default value for the field if one exists.
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The exit codes for this Universal Extension are described below.
| Exit Code | Status Classification Code | Status Classification Description | Status Description |
|---|---|---|---|
| 0 | SUCCESS | Successful Execution | SUCCESS: Ticket Created |
| 1 | FAIL | Client Error. Error originated on client side. | FAIL: Client Error: < Error description > |
| 1 | FAIL | Server Error. Error originated from server side. | FAIL: Server Error: < Error description > |
| 2 | AUTHENTICATION_ERROR | Bad credentials | AUTHENTICATION_ERROR: Account cannot be authenticated. |
| 3 | AUTHORIZATION_ERROR | Insufficient permissions | AUTHORIZATION_ERROR: Account is not authorized to perform the requested action. |
| 20 | DATA_VALIDATION_ERROR | Input fields validation error. | DATA_VALIDATION_ERROR: Some of the input fields cannot be validated. See STDERR for more details. |
Extension Output
In the context of a workflow, subsequent tasks can rely on the information provided by this integration as Extension Output.
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The Extension output contains attribute result. Attribute result contains the following sub-attributes:
| Attribute | Type | Description |
|---|---|---|
| code | number | The HTTP Response Code from ServiceNow. |
| ticket_number | string | The ticket number given to the created incident. |
| sys_id | string | The UID of the incident, generated by ServiceNow. |
An example of the Extension Output for creation of an ServiceNow Incident using the output of an Task Instance ID as attachment is presented below.
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This document references the following documents.
| Document Link | Description |
|---|---|
| Universal Templates | User documentation for creating, working with and understanding Universal Templates and Integrations. |
| Universal Tasks | User documentation for creating Universal Tasks in the Universal Controller user interface. |
| Credentials | User documentation for creating and working with credentials. |
| Resolvable Credentials Permitted Property | User documentation for Resolvable Credentials Permitted Property. |
| ServiceNow Documentation | User documentation for ServiceNow. |
Changelog
ue-servicenow-incident-1.0.0 (2022-MM-DD)
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