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Overview

ServiceNow aims in delivering 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 a ticket in ServiceNow in the event of a Task failure within the Universal Controller.

Version Information

Refer to Changelog for version history information.

Software Requirements

This integration requires a Universal Agent and a Python runtime to execute the Universal Task.

Software Requirements for Universal Template and Universal Task

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

Software Requirements for Universal Agent

Both Windows and Linux agents are supported.

• Universal Agent for Windows x64 Version 7.0.0.0 and later with python options installed.
• Universal Agent for Linux Version 7.0.0.0 and later with python options installed.

Software Requirements for Universal Controller

Universal Controller Version 7.0.0.0 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 and create incidents.

Supported ServiceNow Versions

This integration is tested on ServiceNow San Diego. It should be compatible with newer versions of ServiceNow as long as ServiceNow backward compatibility is preserved.

Key Features

This Universal Extension provides the following key features:

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

Import Universal Template

To use the Universal Template, you first must perform the following steps.

1. This Universal Task requires the Resolvable Credentials feature. Check that the Resolvable Credentials Permitted system property has been set to true.

2. To import the Universal Template into your Controller, follow the instructions here.

3. When the files have been imported successfully, refresh the Universal Templates list; the Universal Template will appear on the list.

Modifications of this integration, applied by users or customers, before or after import, might affect the 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.

Input Fields

The input fields for this Universal Extension are described below.

Task Examples

Create Incident

Example of creation of an incident.

Create Incident with attachment from a Sibling Task

Example of creation of an incident with 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.

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 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 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 monitor successfully monitors a failure, in this case the trigger of an incident ticket configure on Step 2.

Task Output

Exit Codes

The exit codes for this Universal Extension are described below.

Extension Output

In the context of a workflow, subsequent tasks can rely on the information provided by this integration as Extension Output.

Attribute changed is populated as follows

• true, in case ServiceNow incident is successfully created.
• false, in case ServiceNow incident is not successfully created.

The Extension output contains attribute result. Attribute result contains the following sub-attributes:

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.

{
    "exit_code": 0,
    "status_description": "SUCCESS: ServiceNow Incident Create Incident executed successfully!",
    "changed": true,
    "invocation": {
        "extension": "ue-servicenow-incident",
        "version": "1.0.0",
        "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

STDOUT and STDERR provide additional information to User. The populated content can be changed in future versions of this extension without notice. Backward compatibility is not guaranteed.

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", "Icon" should not be changed.
  • Universal Template Details Section
    • "Template Type", "Agent Type", "Send Extension Variables", "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.

Users and customers are encouraged to report defects, or feature requests at Stonebranch Support Desk.

Document References

This document references the following documents.

Changelog

ue-servicenow-incident-1.0.0 (2022-07-29)

• Added: Basic Functionality for ServiceNow Incidents (#29442)