ServiceNow: Create Tickets and Change Requests
This integration has been sunset
It is replaced by ServiceNow: Incident
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/
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.
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.
Software Requirements
This integration requires an Universal Agent and a Python runtime to execute the Universal Task against a remote ServiceNow instance.
Software Requirements for Universal Template and Universal Task
Requires Python 3.6 or higher. Tested with the Universal Agent bundled Python distribution.
Python modules required:
requests
Software Requirements for Universal Agent
Universal Agent for Windows x64 Version 6.9.0.0 and later with python options installed, or
Universal Agent for Linux Version 6.9.0.0 and later with python options installed
Software Requirements for Universal Controller
Universal Controller Version 6.9.0.0 and later
Software Requirements for the Application to be Scheduled
This Universal Task has been tested with the following ServiceNow versions:
Paris
Orlando
New York
Madrid
ServiceNow Key Features
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. 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:
- This Universal Task requires the Resolvable Credentials feature. Check that the 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 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.
When the files have been imported successfully, the Universal Template will appear on the list.
Configure ServiceNow Universal Task
For the new Universal Task type, create a new task and enter the task-specific details that were created in the Universal Template.
Field Descriptions for ServiceNow Universal Task
Field | Description |
Function | Select ServiceNow function to be used (Create Incident, Create Problem, Create Change). |
ServiceNow Credential | Credential object, save Username/Password for accessing ServiceNow via API. |
Logging Level | Select level of logging for the task execution. |
Caller | Person who reported or is affected by this incident (sys_id). |
Category | Select pre-defined categories for incident creation. |
Subcategory | Select pre-defined subcategories for incident creation. |
Impact | Select impact of incident (high, medium, low). |
Urgency | Select urgency of incident (high, medium, low). |
Assigned to | Person primarily responsible for working this task in ServiceNow (sys_id). |
Short Description | Short description of the incident, Universal Controller Variables can be used. |
Description | Description of the Incident Ticket, Universal Controller Variables can be used. |
Request Format | Select request format of API call (json, xml, text). |
Response Format | Select response format of API call (json, xml, text). |
Instance URL | URL of the ServiceNow instance; for example, https://dev53724.service-now.com. |
Attach output from Sibling Task | Check if output from a sibling task (task within the same workflow) should be attached to the incident ticket. |
Sibling Task Name | Name of the sibling task to which the output will be attached. |
Attach output from any task instance | Check if output from any task instance available from any Controller should be attached to the incident ticket. Uses the REST API. |
Task Instance ID | UUID of the task instance of which the output shall be attached (can be a variable). |
UC URL | URL of the target Universal Controller; for example, https://frankfurt.stonebranchdev.cloud:8443/uc or http://localhost:8080/uc. |
UC Credential | Credential for accessing the Controller. Must have API access on the target system. |
Examples for ServiceNow Universal Tasks
Create ServiceNow Incident Ticket - Attach Output from Sibling Task
Create ServiceNow Incident Ticket - Attach Output from Task Instance
Create Problem Ticket
Create Change Request
Document References
This document references the following documents:
Name | Description |
---|---|
User documentation for creating Universal Templates in the Universal Controller user interface. | |
User documentation for creating Universal Tasks in the Universal Controller user interface. |