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Overview
ServiceNow aims 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 creating a ticket in ServiceNow in the event of a Task failure within the Universal Controller.
Version Information
| Template Name | Extension Name |
|---|
| Version | Status | |
|---|---|---|
| ServiceNow Incident | ue-servicenow-incident | 2. |
| 2.0 | Fixes and new Features are introduced. |
Refer to Changelog changelog for version history information.
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- Universal Agent for Windows x64 Version 7.23.0.0 and later with Python options installed.
- Universal Agent for Linux Version 7.23.0.0 and later with Python options installed.
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Universal Controller Version 7.23.0.0 and later.
Network and Connectivity Requirements
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Modifications of this integration, applied by users or customers before or after import, might affect its supportability. For more information, refer to Integration Modifications.
Configure Universal Task
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| 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. |
| 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.
|
| 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.
|
| Output Type | Optional | All | Choice | The type of output to be used as an attachment. The following options are available.
|
| 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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| Provide Additional Fields | Required | -- None -- | Choice | The Provide Additional Fields provided as Choice field. This field allows the user to choose whether to include or not additional ServiceNow fields in the request as a JSON formatted text. The following options are available.
|
| Additional Fields (JSON) | Optional | - | Text | Additional Fields (JSON) provided as JSON formatted text. Each additional field can be sent as a key/value pair. Required when Provide Additional Fields is "As JSON Text". |
| Note |
|---|
Using empty values for dynamic choice fields will result in ServiceNow setting 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
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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
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Step 1: Create a Monitor Task that monitors for the failure of tasks by configuring 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.
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 configured on Step 2.
Create Incident using OAuth2 authentication
required.
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 configured on Step 2.
Create Incident using OAuth2 authentication
Create Incident with Additional Fields
| Info |
|---|
If a ServiceNow Field is defined in Additional Fields (JSON), and at the same time it is defined with a value on another existing field, the value defined on the specific designated field has precedence and the one defined on Additional Fields (JSON) will be ignored. |
Task Output
Exit Codes
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| Anchor | ||||
|---|---|---|---|---|
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Changelog
ue-servicenow-incident-2.2.0 (2024-07-19)
- Enhancements: Added support for all ServiceNow Incident fields.
- Breaking Changes: This integration is no longer importable on Universal Controller 7.2 or runnable on Agent version 7.2.
ue-servicenow-incident-2.1.0 (2024-02-15)
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