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.
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.
This integration requires an Universal Agent and a Python runtime to execute the Universal Task against a remote ServiceNow instance.
Requires Python 3.6 or higher. Tested with the Universal Agent bundled Python distribution.
Python modules required:
Software Requirements for Universal Agent
Universal Agent for Windows x64 Version 18.104.22.168 and later with python options installed, or
Universal Agent for Linux Version 22.214.171.124 and later with python options installed
Software Requirements for Universal Controller
Universal Controller Version 126.96.36.199 and later
Software Requirements for the Application to be Scheduled
This Universal Task has been tested with the following ServiceNow versions:
ServiceNow Key Features
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 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.This requires some configuration in ServiceNow via Flows or Workflows.
Import ServiceNow Downloadable Universal Template
To use this downloable Universal Template, you first must perform the following steps: