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Disclaimer
Your use of this download is governed by Stonebranch’s Terms of Use, which are available at https://www.stonebranch.com/integration-hub/Terms-and-Privacy/Terms-of-Use/
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Overview
This Universal Task allows customers to create incident tickets, problem tickets, and change requests in ServiceNow straight from the Universal Controller. It can then be combined with the event- or time-based automation capabilities of the Controller to, for example., automatically create an incident ticket in case a task execution fails.
Creating or modifying other objects in ServiceNow can easily be achieved by adding respective fields to the Universal Template and extending the script.
Overview
This task enables customers to create an incident ticket in ServiceNow and optionally attach the output of predecessor tasks to the ticket.
It can create problem tickets in ServiceNow.
It can create change requests in ServiceNow.
This task combines with the event- or time-based automation capabilities of the Controller to automate the IT service management process.
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Software Requirements for /wiki/spaces/UC71x/pages/5178050 and /wiki/spaces/UC71x/pages/5180675 Universal Template and Universal Task
Requires Python 3.6 or higher. Tested with the Universal Agent bundled Python distribution.
Python modules required:
requests
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Feature | Description |
Create an incident ticket | Create an incident ticket in your ServiceNow instance and assign it to certain users or groups in order to raise awareness of, for example, failed tasks in UAC. Optionally, attach the STDOUT and STDERR of a sibling task (task in the same workflow) or any task in UAC directly to the incident so that the assigned users can immediately start investigations on the error and act accordingly. |
Create problem | Create a problem in ServiceNow to report on problems that could have arisen in your IT environment. |
Create change request | Create a change request in ServiceNow to start the change management procedure depending on the configuration item. Note: Changes of UAC environments (for example, promotion of a new workflow from DEV to PROD) can be enforced to follow your ServiceNow Change management procedure by automating the promotion of bundles (see Bundles & Promotion) from ServiceNow (for example, when the Change Request on the UAC configuration item moves to the “implement” phase) to UAC via the /wiki/spaces/SUP/pages/1179615361. . This requires some configuration in ServiceNow via Flows or Workflows. |
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To use this downloable Universal Template, you first must perform the following steps:
- This Universal Task requires the /wiki/spaces/UC71x/pages/5178443 Resolvable Credentials feature. Check that the/wiki/spaces/UC71x/pages/5177877 Resolvable Credentials Permitted system property has been set to true.
Copy or Transfer the Universal Template file to a directory that can be accessed by the Universal Controller Tomcat user.
In the Universal Controller UI, select Configuration > Universal Templates to display the current list of /wiki/spaces/UC71x/pages/5178054 Universal Templates.
- Right-click any column header on the list to display an Action menu.
Select Import from the menu, enter the directory containing the Universal Template file(s) that you want to import, and click OK.
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This document references the following documents:
Name | Location | Description |
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https://docs.stonebranch.com/confluence/display/UC71x/Universal+Templates | User documentation for creating Universal Templates in the Universal Controller user interface.Universal Tasks | |
https://docs.stonebranch.com/confluence/display/UC71x/Universal + Tasks | User documentation for creating Universal Tasks in the Universal Controller user interface. |
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