ServiceNow: Incident

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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

Template NameExtension NameVersionStatus
ServiceNow Incidentue-servicenow-incident2.3.2Fixes and new Features are introduced.

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.

FieldInput typeDefault valueTypeDescription
ActionRequiredCreate IncidentChoiceAction performed upon the task execution. Available actions.
  • Create Incident
ServiceNow Instance URLRequired-TextURL of the ServiceNow instance.
Authentication TypeRequired

Basic Authentication

Choice

Authentication method to use. Available methods,

  • Basic Authentication

  • Oauth2 (ServiceNow API endpoint)

ServiceNow CredentialsRequired-CredentialsCredentials for accessing ServiceNow via API. The Credentials definition should be as follows.
  • ServiceNow username as "Runtime User".
  • ServiceNow password as "Runtime Password".
Client CredentialsOptional-Credentials

Credentials for authenticating using OAuth2 (retrieving access token). The Credentials definition should be as follows.

  • Client ID as "Runtime User"
  • Client Secret as "Runtime Password"

Required when Authentication Type is Oauth2 (ServiceNow API)

CallerOptional-Dynamic ChoiceUser who reported or is affected by this incident.
CategoryOptional-Dynamic ChoiceThe category for incident creation. If not provided, the default category defined on ServiceNow will be considered.
SubcategoryOptional-Dynamic ChoiceThe subcategory for incident creation. The choice of Subcategory depends on the previous choice of Category.
ImpactOptional-Dynamic ChoiceThe impact of the created incident
UrgencyOptional-Dynamic ChoiceThe urgency of the created incident.
Assigned ToOptional-Dynamic ChoiceThe user is primarily responsible for treating this incident in ServiceNow.
Assignment GroupOptional-Dynamic ChoiceAssignment group that is responsible for working on this incident in ServiceNow.
Short DescriptionRequired-TextShort description of the incident.
DescriptionOptional-Large TextDescription of the incident.
Provide Additional FieldsRequired-- None --Choice

The Provide Additional Fields provided as Choice field. This field allows the user to choose whether to include or not additional ServiceNow fields in the request as a JSON formatted text. The following options are available.

  • -- None --
  • As JSON Text
Additional Fields (JSON)Optional-Text

Additional Fields (JSON) provided as JSON formatted text. Each additional field can be sent as a key/value pair. The key corresponds to the column name of the incident entry, as defined in the incident table's configuration. The value is set according to the entry's type. For more information, refer to 150082756.

Required when Provide Additional Fields is "As JSON Text".

If a ServiceNow Field is defined in Additional Fields (JSON), and at the same time it is defined with a value on another existing field, the value defined on the specific designated field has precedence and the one defined on Additional Fields (JSON) will be ignored.

Attach Instance InformationRequired-- None --ChoiceParameter controlling whether an attachment will be attached to the incident and the source of it. The following options are available.
  • -- None --
  • Sibling Task Instance
  • Any Task Instance

Label of this Field changed since version 2.3.0.

Task Instance IDOptional-TextUUID of the task instance, the output of which is attached. UAC Functions can be used to resolve the required Task Instance ID. For more information, the reader can refer to the task examples.

Required when Attach Output Source is “Sibling Task” or “Any Task Instance”.
Instance Output TypeOptional-- None --Choice

The type of output to be used as an attachment. The following options are available.

  • -- None --
  • All - all available task outputs related to the task instance will be attached
  • Standard Output
  • Standard Error

Required when Attach Output Source is “Sibling Task” or “Any Task Instance”.

The full content of the outputs selected will be retrieved with the exception of STDOUT/STDERR which is controlled by field Number of lines for STDERR/STDOUT.

Number of lines for STDERR/STDOUTOptional100IntegerThe number of lines to be retrieved from the task instance output. The extension will provide up to the specified number of lines, or less if there are not enough lines generated.

Required when Instance Output Type is “All”, “Standard Output” or ”Standard Error”.

The value must be greater than 0.
Instance FieldsOptional-Multiple Choice

The instance fields to be retrieved related to the task instance. The following options are available.

  • Status Description

  • Exit Code
  • Execution User
  • Task Name

More than one options can be selected. Instance Field information appears at the top of the ServiceNow Incident Attachment. 

Not all task outputs provide error information, in such cases the Task Instance “Status Description” can provide more meaningful information to the ServiceNow Incident attachment.

UC URLOptional-Text

Base URL of the target Universal Controller.

Required when Attach Output Source is “Sibling Task” or “Any Task Instance”.

This Field and UC Credential is necessary for the task instance information to be retrieved and used to create the ServiceNow Incident attachment.

UC CredentialOptional-
Credential for accessing the Controller.

The Credentials definition should be as follows.
  • UA Controller username as "Runtime User".
  • UA Controller password as "Runtime Password".

Required when Attach Output Source is “Sibling Task” or “Any Task Instance”.

This Field and UC URL is necessary for the task instance information to be retrieved and used to create the ServiceNow Incident attachment.

Using empty values for dynamic choice fields will result in ServiceNow setting a default value for the field if one exists.

Using non-existing values for dynamic choice fields will result in ServiceNow setting an empty value or a default value for the field if one exists.

Additional Fields (JSON) Configuration

The Additional Fields (JSON) field allows users to set values for existing ServiceNow Fields in JSON format. 

Each key in the JSON represents a column name in the Incident table. To find the correct column names, follow these steps.

  • On ServiceNow platform, at the top menu click on All.
  • Search for System Definition. Under System Definition select Tables.
  • At the top, search for the table by entering the Table Name, which in this case it is Incident.
  • Select the Incident table. A list with all the Incident table fields will appear.
  • Hover on the specific field and click on the Info Icon.
  • New small window will appear in which the Column name can be seen.

Example of how locating the Column name of a field looks like can be seen below.

The value for each field must be formatted according to the corresponding incident table field type and should comply with ServiceNow API requirements. Example of how the Additional Fields (JSON) field can be populated with various of table field types is shown below.

Configuring Additional Fields (JSON)
{
    "active": true,		
    "on_hold": false,	
    "opened_at": "2024-08-26 15:30:00",
    "resolved_at": "2024-08-27 10:00:00",
    "impact": 3,
    "urgency": 2,
    "priority": 3,
    "state": 1,
    "short_description": "Printer not working",
    "description": "The office printer on the 3rd floor is not responding.",
    "contact_type": "phone",
    "category": "hardware",
    "number": "INC001000",
    "reassignment_count": 1,
    "caller_id": "Lucius Bagnoli", 
    "assigned_to": "Jimmie Barninger",
    "watch_list": "Lucius Bagnoli,Jimmie Barninger",
    "work_notes": "Checked printer connection. Power seems to be the issue.",
    "comments": "User reported loud noise before printer stopped working."
  }

The following table provides more information on the example's fields.

ServiceNow Field TypeExample field
Booleanactive, on_hold
Date/Timeopened_at, resolved_at
Integerimpact, urgency, priority, reassignment_ count
Stringshort_description, description, contact_type, category, number
Referencecaller_id, assigned_to
Listwatch_list
Journal Inputwork_notes, comments

Task Examples

Create Incident

Example of creation of an incident.

Create an Incident with an attachment from a Sibling Task

Example of creating 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 a ServiceNow Incident Universal Task follows the Failure transition of a SQL Task is provided below.


An example of a task configured to use the information from the failed Universal Task Instance as an 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.


Best practice to configure such a scenario within UAC is shown below.

Step 1: Create a Monitor Task that monitors for the failure of tasks by configuring 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.

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 configured on Step 2.

Create Incident using OAuth2 authentication

Create Incident with Additional Fields

Task Output

Exit Codes

The exit codes for this Universal Extension are described below.

Exit CodeStatus Classification CodeStatus Classification DescriptionStatus Description
0SUCCESSSuccessful ExecutionSUCCESS: Ticket Created
1FAILClient Error. The error originated on the client side.FAIL: Client Error: < Error description >
1FAILServer Error. The error originated from the server side.FAIL: Server Error: < Error description >
2AUTHENTICATION_ERRORBad CredentialsAUTHENTICATION_ERROR: The account cannot be authenticated.
3AUTHORIZATION_ERRORInsufficient permissionsAUTHORIZATION_ERROR: The account is not authorized to perform the requested action.
20DATA_VALIDATION_ERRORInput fields validation error.DATA_VALIDATION_ERROR: Some of the input fields cannot be validated. See STDERR for more details.

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 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:

AttributeTypeDescription
codenumberThe HTTP Response Code from ServiceNow.
ticket_numberstringThe ticket number is given to the created incident.
sys_idstringThe UID of the incident, generated by ServiceNow.

An example of the Extension Output for creating a ServiceNow Incident is presented below.

Extension Output
{
    "exit_code": 0,
    "status_description": "SUCCESS: ServiceNow Incident Create Incident executed successfully!",
    "changed": true,
    "invocation": {
        "extension": "ue-servicenow-incident",
        "version": "2.3.2",
        "fields": {...},
    "result": {
        "code": 201,
        "ticket_number": "INC0010056",
        "sys_id": "5115d027a30f383f6df5209c5e27a117"
    }
}


STDOUT and STDERR

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.

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 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.

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

Document References

This document references the following documents.

Document LinkDescription
Universal TemplatesUser documentation for creating, working with, and understanding Universal Templates and Integrations.
Universal TasksUser documentation for creating Universal Tasks in the Universal Controller user interface.
CredentialsUser documentation for creating and working with credentials.
Resolvable Credentials Permitted PropertyUser documentation for Resolvable Credentials Permitted Property.
ServiceNow DocumentationUser documentation for ServiceNow.

Changelog

ue-servicenow-incident-2.3.2 (2024-11-07)

  • Fixes: Fixed table name when creating attachments. (#43111, #126145)

ue-servicenow-incident-2.3.1 (2024-09-26)

  • Fixes: Enhanced Choice fields value retrieval to handle cases where commas are part of the field values. (#42430, #123607)

ue-servicenow-incident-2.3.0 (2024-08-29)

  • Enhancements: Added support for retrieving output from all output types, as well as Instance Field information and adding it to an attachment.
  • Fixes: Added encoding of data that is being sent as an attachment using UTF-8 standard.

ue-servicenow-incident-2.2.0 (2024-07-19)

  • Enhancements: Added support for all ServiceNow Incident fields.
  • Breaking Changes: This integration is no longer importable on Universal Controller 7.2 or runnable on Agent version 7.2.

ue-servicenow-incident-2.1.0 (2024-02-15)

  • Enhancements: Added support for OAuth2 authentication method
  • Breaking Changes: This integration is no longer importable on Universal Controller 7.1 or runnable on Agent version 7.1.

ue-servicenow-incident-2.0.0 (2023-09-14)

  • Breaking Changes: This integration is no longer importable on Universal Controller 7.0 or runnable on Agent version 7.0. (#34222)
  • Fixed: Remove value validation for the "Urgency" and "Impact" Dynamic Choice Fields. (#34232)

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

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