...

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/

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".

...

Refer to Changelog for  for version history information.

...

Software Requirements for Universal Template and Universal Task

Requires Tested with Python version 3.7.0 or higher. Tested with 6 and with the Universal Agent bundled Python distribution.

...

• Universal Agent for Windows x64 Version 7.01.0.0 and later with python Python options installed.
• Universal Agent for Linux Version 7.01.0.0 and later with python Python options installed.

Software Requirements for Universal Controller

Universal Controller Version 7.01.0.0 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

...

• Actions
  • Create a ServiceNow Incident.
• Authentication
  • Authentication using ServiceNow Credentials.
• Input/Output
  • Capability to send the output of any task instance as an incident attachment.

Import Universal Template

...

...

Example of creation of an incident.

Create an Incident with an attachment from a Sibling Task

Example of creation of 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 the Failure transition of a SQL Task is followed by a ServiceNow Incident Universal Task is provided below.

Image Removed Image Added
An example of a task configured to use the information from the failed Universal Task Instance as 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 practice to configure such a scenario within UAC is the following.

Step 1: Create a Monitor Task which that monitors 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.

Task Output

Exit Codes

...

...

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:

An example of the Extension Output for the creation of an a ServiceNow Incident using the output of an a Task Instance ID as an attachment is presented below.

{
    "exit_code": 0,
    "status_description": "SUCCESS: ServiceNow Incident Create Incident executed successfully!",
    "changed": true,
    "invocation": {
        "extension": "ue-servicenow-incident",
        "version": "12.0.0",
        "fields": {
            "action": "Create Incident",
            "servicenow_instance_url": "https://dev.service-now.com",
            "servicenow_credentials_username": "****",
            "servicenow_credentials_password": "****",
            "caller": "Jewel Agresta",
            "category": "Database",
            "subcategory": "Oracle",
            "impact": "2 - Medium",
            "urgency": "3 - Low",
            "assigned_to": "Naomi Greenly",
            "assignment_group": "Application Development",
            "short_description": "It's a short description",
            "description": "It's a large text 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
        }
    },
    "result": {
        "code": 201,
        "ticket_number": "INC0012120",
        "sys_id": "b2f52e531bb011104105caa4604bcba0"
    }
}

...

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.

...

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.

...

Changelog

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)

• AddedInitial Release: Basic Functionality for ServiceNow Incidents (#29442)