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Overview

ServiceNow aims 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".

This Integration allows customers to create incident tickets in ServiceNow straight from the Universal Controller. A typical Use Case is creating 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

Tested with Python version 3.7.6 and 3.11.6 and 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 7.3.0.0 and later with Python options installed.
• Universal Agent for Linux Version 7.3.0.0 and later with Python options installed.

Software Requirements for Universal Controller

Universal Controller Version 7.3.0.0 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 APIs and create incidents.

Supported ServiceNow Versions

This integration is tested on ServiceNow Vancouver. 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.
  • Authentication using OAuth2
• Input/Output
  • Capability to send the output of any task instance as an incident attachment.
  • Capability to include some of the available instance fields as part of the 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 its supportability. For more information, refer to 150082756150082756

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.