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 Name | Extension Name | Version | Status |
---|---|---|---|
ServiceNow Incident | ue-servicenow-incident | 2.3.0 | Fixes 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.
This Universal Task requires the Resolvable Credentials feature. Check that the Resolvable Credentials Permitted system property has been set to true.
To import the Universal Template into your Controller, follow the instructions here.
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 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.
Field | Input type | Default value | Type | Description |
---|---|---|---|---|
Action | Required | Create Incident | Choice | Action performed upon the task execution. Available actions.
|
ServiceNow Instance URL | Required | - | Text | URL of the ServiceNow instance. |
Authentication Type | Required | Basic Authentication | Choice | Authentication method to use. Available methods,
|
ServiceNow Credentials | Required | - | Credentials | Credentials for accessing ServiceNow via API. The Credentials definition should be as follows.
|
Client Credentials | Optional | - | Credentials | Credentials for authenticating using OAuth2 (retrieving access token). The Credentials definition should be as follows.
Required when Authentication Type is Oauth2 (ServiceNow API) |
Caller | Optional | - | Dynamic Choice | User who reported or is affected by this incident. |
Category | Optional | - | Dynamic Choice | The category for incident creation. If not provided, the default category defined on ServiceNow will be considered. |
Subcategory | Optional | - | Dynamic Choice | The subcategory for incident creation. The choice of Subcategory depends on the previous choice of Category. |
Impact | Optional | - | Dynamic Choice | The impact of the created incident |
Urgency | Optional | - | Dynamic Choice | The urgency of the created incident. |
Assigned To | Optional | - | Dynamic Choice | The user is primarily responsible for treating this incident in ServiceNow. |
Assignment Group | Optional | - | Dynamic Choice | Assignment group that is responsible for working on this incident in ServiceNow. |
Short Description | Required | - | Text | Short description of the incident. |
Description | Optional | - | Large Text | Description of the incident. |
Provide Additional Fields | Required | -- 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.
|
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 Additional Fields (JSON) Configuration. 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 Information | Required | -- None -- | Choice | Parameter controlling whether an attachment will be attached to the incident and the source of it. The following options are available.
Label of this Field changed since version 2.3.0. |
Task Instance ID | Optional | - | Text | UUID 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 Type | Optional | -- None -- | Choice | The type of output to be used as an attachment. The following options are available.
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/STDOUT | Optional | 100 | Integer | The 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 Fields | Optional | - | Multiple Choice | The instance fields to be retrieved related to the task instance. The following options are available.
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 URL | Optional | - | Text | Base URL of the target Universal Controller. This Field and UC Credential is necessary for the task instance information to be retrieved and used to create the ServiceNow Incident attachment. |
UC Credential | Optional | - | Credential for accessing the Controller. The Credentials definition should be as follows.
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.
The following table provides more information on the example's fields.
ServiceNow Field Type | Example field |
---|---|
Boolean | active, on_hold |
Date/Time | opened_at, resolved_at |
Integer | impact, urgency, priority, reassignment_ count |
String | short_description, description, contact_type, category, number |
Reference | caller_id, assigned_to |
List | watch_list |
Journal Input | work_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 Code | Status Classification Code | Status Classification Description | Status Description |
---|---|---|---|
0 | SUCCESS | Successful Execution | SUCCESS: Ticket Created |
1 | FAIL | Client Error. The error originated on the client side. | FAIL: Client Error: < Error description > |
1 | FAIL | Server Error. The error originated from the server side. | FAIL: Server Error: < Error description > |
2 | AUTHENTICATION_ERROR | Bad Credentials | AUTHENTICATION_ERROR: The account cannot be authenticated. |
3 | AUTHORIZATION_ERROR | Insufficient permissions | AUTHORIZATION_ERROR: The account is not authorized to perform the requested action. |
20 | DATA_VALIDATION_ERROR | Input 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:
Attribute | Type | Description |
---|---|---|
code | number | The HTTP Response Code from ServiceNow. |
ticket_number | string | The ticket number is given to the created incident. |
sys_id | string | The UID of the incident, generated by ServiceNow. |
An example of the Extension Output for creating a ServiceNow Incident is presented below.
{ "exit_code": 0, "status_description": "SUCCESS: ServiceNow Incident Create Incident executed successfully!", "changed": true, "invocation": { "extension": "ue-servicenow-incident", "version": "2.3.0", "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.
- General Section
Users and customers are encouraged to report defects or feature requests at Stonebranch Support Desk.
Document References
This document references the following documents.
Document Link | Description |
---|---|
Universal Templates | User documentation for creating, working with, and understanding Universal Templates and Integrations. |
Universal Tasks | User documentation for creating Universal Tasks in the Universal Controller user interface. |
Credentials | User documentation for creating and working with credentials. |
Resolvable Credentials Permitted Property | User documentation for Resolvable Credentials Permitted Property. |
ServiceNow Documentation | User documentation for ServiceNow. |
Changelog
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 methodBreaking 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)