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Overview
ServiceNow aims in delivering to deliver digital workflows that create great experiences and unlock productivity for enterprise operations. The company's core business revolves around management of "incident, problem, and change".
This Integration allows customers to create incident tickets in ServiceNow straight from the Universal Controller. A typical Use Case is the creation of creating a ticket in ServiceNow in the event of a Task failure within the Universal Controller.
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Template Name | Extension Name | Extension Version |
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ServiceNow Incident | ue-servicenow-incident | 2.1.0.0 |
Refer to Changelog for for version history information.
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Software Requirements for Universal Template and Universal Task
Requires Tested with Python version 3.7.0 or higher. Tested with .6 and 3.11.6 and with the Universal Agent bundled Python distribution.
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- Universal Agent for Windows x64 Version 7.02.0.0 and later with python Python options installed.
- Universal Agent for Linux Version 7.02.0.0 and later with python Python options installed.
Software Requirements for Universal Controller
Universal Controller Version 7.02.0.0 and later.
Network and Connectivity Requirements
- Extension's Universal Agent host should be able to reach ServiceNow REST endpoints.
- When creating attachments from Task Instances, the extension's Universal Agent Host should be able to reach the Universal Controller.
- The ServiceNow Credentials provided in the ServiceNow Incident Universal Task , should have sufficient permissions to invoke ServiceNow API's APIs and create incidents.
Supported ServiceNow Versions
This integration is tested on ServiceNow San DiegoVancouver. It should be compatible with newer versions of ServiceNow as long as ServiceNow backward compatibility is preserved.
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- Actions
- Create a ServiceNow Incident.
- Authentication
- Authentication using ServiceNow Credentials.
- Authentication using OAuth2
- Input/Output
- Capability to send the output of any task instance as an incident attachment.
Import Universal Template
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Modifications of this integration, applied by users or customers , before or after import, might affect the its supportability of this integration. For more information, refer to Integration Modifications.
Configure Universal Task
For a new Universal Task, create a new task , and enter the required input fields.
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The input fields for this Universal Extension are described below.
Field | Input type | Default value | Type | Description |
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Action | Required | Create Incident | Choice | Action performed upon the task execution. Available actions.
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ServiceNow Instance URL | Required | - | Text | URL of the ServiceNow instance. |
Authentication Type | Required | Basic Authentication | Choice | Authentication method to use. Available methods,
|
ServiceNow Credentials | Required | - | Credentials | Credentials for accessing ServiceNow via API. The Credentials definition should be as follows.
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Client Credentials | Optional | - | Credentials | Credentials for authenticating using OAuth2 (retrieving access token). The Credentials definition should be as follows.
Required when Authentication Type is Oauth2 (ServiceNow API) |
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 | - | Dynamic Choice |
The impact of the created incident |
Urgency | Optional | - | Dynamic Choice |
The urgency of the created incident |
. |
Assigned To | Optional | - | Dynamic Choice |
The user is primarily responsible for treating this incident in ServiceNow. | ||||
Assignment Group | Optional | - | Dynamic Choice | Assignment group that is responsible for 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 an 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 |
are not enough lines generated. Required when Attach Output Source is “Sibling Task” or “Any Task Instance”. The value must be greater |
than 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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Note |
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Using empty value values for dynamic choice fields will result with in ServiceNow setting a default value for the field if one exists. |
Note |
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Using non-existing value values for dynamic choice fields will result with in ServiceNow setting an empty value or a default value for the field if one exists. |
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Example of creation of an incident.
Create an Incident with an attachment from a Sibling Task
Example of creation of creating an incident with an attachment from a sibling task within a workflow. The workflow is configured to create a ServiceNow incident when a task fails.
An example workflow where a ServiceNow Incident Universal Task follows the Failure transition of a SQL Task is followed by a ServiceNow Incident Universal Task is provided below.
An example of a task configured to use the information from the failed Universal Task Instance as an attachment for creating a ServiceNow Incident is provided below.
Create an Incident from any Task Instance
Example of creation of an incident from any Task Instance.The best
Best practice to configure such a scenario within UAC is the followingshown below.
Step 1: Create a Monitor Task which that monitors for the failure of tasks by configuring related " Monitor Details".
Step 2: Configure the ServiceNow Incident task. The created Incident Task propagates the output of the failed Task Instance as an attachment to ServiceNow. For that, a Task Monitor trigger is required. More information on this on Step 3.
Step 3: Create a Task Monitor Trigger linked to the Monitor Task (on Step 1), which controls the action that needs to be taken when the monitor successfully monitors a failure, in this case, the trigger of an incident ticket configure configured on Step 2.
Create Incident using OAuth2 authentication
Task Output
Exit Codes
The exit codes for this Universal Extension are described below.
Exit Code | Status Classification Code | Status Classification Description | Status Description |
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0 | SUCCESS | Successful Execution | SUCCESS: Ticket Created |
1 | FAIL | Client Error. Error The error originated on the client side. | FAIL: Client Error: < Error description > |
1 | FAIL | Server Error. Error The error originated from the server side. | FAIL: Server Error: < Error description > |
2 | AUTHENTICATION_ERROR | Bad credentialsCredentials | AUTHENTICATION_ERROR: Account The account cannot be authenticated. |
3 | AUTHORIZATION_ERROR | Insufficient permissions | AUTHORIZATION_ERROR: Account The 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. |
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Attribute changed
is populated as follows
- true, in case a ServiceNow incident is successfully created.
- false, in case a ServiceNow incident is not successfully created.
The Extension output contains the attribute result
. Attribute result
contains the following sub-attributes:
Attribute | Type | Description |
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code | number | The HTTP Response Code from ServiceNow. |
ticket_number | string | The ticket number is 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 creating a ServiceNow Incident using Oauth the output of an a Task Instance ID as an attachment is presented below.
Code Block | ||||
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{ "exit_code": 0, "status_description": "SUCCESS: ServiceNow Incident Create Incident executed successfully!", "changed": true, "invocation": { "extension": "ue-servicenow-incident", "version": "2.1.0 |
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", "fields": { "action": "Create Incident", "authentication_type": "Oauth2 (ServiceNow API endpoint)", "servicenow_instance_url": "https:// |
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dev123456.service-now.com", "servicenow_credentials_username": "****", "servicenow_credentials_password": "****", "caller": |
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null, "category": " |
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Software", "subcategory": " |
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Operating System", "impact": "2 - Medium", "urgency": " |
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2 - |
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Medium", "assigned_to": " |
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Jewel |
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Agresta", "assignment_group": " |
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RMA |
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Approvers", "short_description": " |
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Short Decription", "description": " |
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Long description", "attach_output_source": null, "output_type": null, "number_of_lines": null, "task_instance_id": null, "uc_url": null, "uc_credentials_username": null, "uc_credentials_password": null, "client_credentials_id": "f7338f849cad4fffbc4dd2fd9976a32b", "client_credentials_secret": "****" } }, "result": { "code": 201, "ticket_number": " |
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INC0010056", "sys_id": " |
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5115d027a30f383f6df5209c5e27a117" } } |
STDOUT and STDERR
STDOUT and STDERR provide additional information to the User. The populated content can be changed in future versions of this extension without notice. Backward compatibility is not guaranteed.
Anchor | ||||
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Integration Modifications
Modifications applied by users or customers , before or after import , might affect the supportability of this integration. The following modifications are discouraged to retain the support level as applied for this integration.
- Python code modifications should not be done.
- Template Modifications
- General Section
- "Name", "Extension", "Variable Prefix", and "Icon" should not be changed.
- Universal Template Details Section
- "Template Type", "Agent Type", "Send Extension Variables", and "Always Cancel on Force Finish" should not be changed.
- Result Processing Defaults Section
- Success and Failure Exit codes should not be changed.
- Success and Failure Output processing should not be changed.
- Fields Restriction Section
- Default configured values should not be changed.
- General Section
Users and customers are encouraged to report defects , or feature requests at Stonebranch Support Desk.
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Document Link | Description |
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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. |
Anchor | ||||
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Changelog
ue-servicenow-incident-2.1.0 (2024-02-15)
- Enhancements: Added support for OAuth2 authentication method
- Breaking Changes: This integration is no longer importable on Universal Controller 7.1 or runnable on Agent version 7.1.
ue-servicenow-incident-2.0.0 (2023-09-14)
Deprecations and Breaking Changes
breaking changes:
This integration is no longer importable on Universal Controller 7.0 or runnable on Agent version 7.0. (#34222)
Fixes
Fixed
: Remove value validation for the "Urgency" and "Impact" Dynamic Choice Fields. (#34232)
ue-servicenow-incident-1.0.0 (2022-07-29)
Added
Initial Release: Basic Functionality for ServiceNow Incidents (#29442)