ServiceNow v2

IT service management Demisto interfaces with ServiceNow to help streamline security-related service management and IT operations. For example, you can use the ‘ServiceNow’ integration in order to:

View, create, update or delete a ServiceNow ticket directly from the Demisto CLI and enrich it with Demisto data. View, create, update and delete records from any ServiceNow table. Query ServiceNow data with the ServiceNow query syntax.

Please refer to ServiceNow documentation for additional information. We especially recommend the Operators available for filters and queries page: https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/use/common-ui-elements/reference/r_OpAvailableFiltersQueries.html

This integration was integrated and tested with the Orlando version of ServiceNow.

Use cases

  1. Get, update, create, delete ServiceNow tickets, in addition to adding links/comments and uploading files to them.
  2. Fetch newly created incidents.
  3. Get, update, create, delete records from any ServiceNow table.

Wrapper Scripts

There are 3 scripts that serve as examples for wrapping the following generic commands: servicenow-query-table - ServiceNowQueryIncident servicenow-create-record - ServiceNowCreateIncident servicenow-update-record - ServiceNowUpdateIncident

You can use these scripts if you want to wrap these commands around a ServiceNow table of your choice. These scripts are wrapped around the incident table, so to wrap them around another table simply copy the scripts and edit the code, arguments and outputs accordingly.

Configure ServiceNow v2 on Cortex XSOAR

  1. Navigate to Settings > Integrations > Servers & Services.
  2. Search for ServiceNow v2.
  3. Click Add instance to create and configure a new integration instance.
ParameterDescriptionRequired
urlServiceNow URL, in the format https://company.service\-now.com/True
credentialsUsernameFalse
proxyUse system proxy settingsFalse
insecureTrust any certificate (not secure)False
ticket_typeDefault ticket type for running ticket commands and fetching incidentsFalse
api_versionServiceNow API Version (e.g. 'v1')False
isFetchFetch incidentsFalse
sysparm_queryThe query to use when fetching incidentsFalse
fetch_limitHow many incidents to fetch each timeFalse
fetch_timeFirst fetch timestamp (<number> <time unit>, e.g., 12 hours, 7 days, 3 months, 1 year)False
timestamp_fieldTimestamp field to filter by (e.g., `opened_at`) This is how the filter is applied to the query: "ORDERBYopened_at^opened_at>[Last Run]". To prevent duplicate incidents, this field is mandatory for fetching incidents.False
incidentTypeIncident typeFalse
get_attachmentsGet incident attachmentsFalse
  1. Click Test to validate the URLs, token, and connection.

Fetch Incidents

The integration fetches newly created tickets according to the following parameters, which you define in the instance configuration: ticket_type, query, and limit. For the first fetch, the integration will fetch incidents that were created 10 minutes earlier. After that, it will fetch incidents that were created after the timestamp of the last fetch.

Commands

You can execute these commands from the Demisto CLI, as part of an automation, or in a playbook. After you successfully execute a command, a DBot message appears in the War Room with the command details.

servicenow-get-ticket


Retrieves ticket information by ticket ID.

Base Command

servicenow-get-ticket

Input

Argument NameDescriptionRequired
idTicket system ID for which to retrieve information.Optional
ticket_typeTicket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident".Optional
numberTicket number to retrieve.Optional
get_attachmentsIf "true" will retrieve ticket attachments. Default is "false".Optional
custom_fieldsCustom fields on which to query. For example: state_code=AR,time_zone=PST.Optional
additional_fieldsAdditional fields to display in the War Room entry and incident context.Optional

Context Output

PathTypeDescription
ServiceNow.Ticket.IDstringServiceNow ticket ID.
ServiceNow.Ticket.OpenedBystringServiceNow ticket opener ID.
ServiceNow.Ticket.CreatedOndateServiceNow ticket creation date.
ServiceNow.Ticket.AssigneestringServiceNow ticket assignee ID.
ServiceNow.Ticket.StatestringServiceNow ticket state.
ServiceNow.Ticket.SummarystringServiceNow ticket short summary.
ServiceNow.Ticket.NumberstringServiceNow ticket number.
ServiceNow.Ticket.ActivebooleanServiceNow ticket active.
ServiceNow.Ticket.AdditionalCommentsstringServiceNow ticket comments.
ServiceNow.Ticket.PrioritystringServiceNow ticket priority.
ServiceNow.Ticket.OpenedAtdateServiceNow ticket opening time.
ServiceNow.Ticket.ResolvedBystringServiceNow ticket resolver ID.
ServiceNow.Ticket.CloseCodestringServiceNow ticket close code.
File.InfostringAttachment file info.
File.NamestringAttachment file name.
File.SizenumberAttachment file size.
File.SHA1stringAttachment file SHA1 hash.
File.SHA256stringAttachment file SHA256 hash.
File.EntryIDstringAttachment file entry ID.
File.TypestringAttachment file type.
File.MD5stringAttachment file MD5 hash.

Command Example

!servicenow-get-ticket number=INC0000040

Context Example

{
"ServiceNow": {
"Ticket": {
"Active": "true",
"Assignee": "admin",
"CreatedOn": "2020-01-26 00:43:54",
"Creator": "admin",
"ID": "id",
"Number": "INC0000040",
"OpenedAt": "2020-01-26 00:42:45",
"OpenedBy": "admin",
"Priority": "3 - Moderate",
"State": "3",
"Summary": "JavaScript error on hiring page of corporate website"
}
},
"Ticket": {
"Active": "true",
"Assignee": "admin",
"CreatedOn": "2020-01-26 00:43:54",
"Creator": "admin",
"ID": "id",
"Number": "INC0000040",
"OpenedAt": "2020-01-26 00:42:45",
"OpenedBy": "admin",
"Priority": "3 - Moderate",
"State": "3",
"Summary": "JavaScript error on hiring page of corporate website"
}
}

Human Readable Output

ServiceNow ticket

System IDNumberImpactUrgencySeverityPriorityStateCreated OnCreated ByActiveDescriptionOpened AtShort Description
idINC00000402 - Medium2 - Medium3 - Low3 - Moderate3 - On Hold2020-01-26 00:43:54admintrueSeeing JavaScript error message on hiring page on Explorer and Firefox.2020-01-26 00:42:45JavaScript error on hiring page of corporate website

servicenow-create-ticket


Creates new ServiceNow ticket.

Base Command

servicenow-create-ticket

Input

Argument NameDescriptionRequired
short_descriptionShort description of the ticket.Optional
ticket_typeTicket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident".Optional
urgencyTicket urgency. You can either select from the predefined options or enter another value, for example: "Urgent" or "5".Optional
severityTicket severity. You can either select from the predefined options or enter another value, for example: "Urgent" or "5".Optional
impactTicket impact.Optional
activeWhether to set the ticket as Active. Can be "true" or "false".Optional
activity_dueThe ticket activity due date, in the format "2016-07-02 21:51:11".Optional
additional_assignee_listList of users assigned to the ticket.Optional
approval_historyTicket history approval.Optional
approval_setThe ticket approval set date, in the format "2016-07-02 21:51:11".Optional
assigned_toUser assigned to the ticket.Optional
business_durationBusiness duration, in the format: YYYY-MM-DD HH:MM:SS.Optional
business_serviceBusiness service.Optional
business_stcBusiness source.Optional
calendar_durationCalendar duration, in the format: YYYY-MM-DD HH:MM:SS.Optional
caller_idCaller ID (UID format).Optional
categoryCategory of the ticket.Optional
caused_byUID FormatOptional
close_codeTicket's close code. Can be "Solved (Work Around)", "Solved (Permanently)", "Solved Remotely (Work Around)", "Solved Remotely (Permanently)", "Not Solved (Not Reproducible)", "Not Solved (Too Costly)", or "Closed/Resolved by Caller".Optional
close_notesClose notes of the ticket.Optional
closed_atWhen the ticket was closed, in the format: YYYY-MM-DD HH:MM:SS.Optional
closed_byUser who closed the ticket.Optional
cmdb_ciUID Format.Optional
commentsFormat type journal input.Optional
comments_and_work_notesFormat type journal input.Optional
companyCompany (UID format).Optional
contact_typeContact type.Optional
correlation_displayCorrelation display.Optional
correlation_idCorrelation ID.Optional
delivery_planDelivery plan (UID format).Optional
displayWhether to display comments, work notes, and so on. Can be "true" or "false".Optional
descriptionTicket description.Optional
due_dateTicket due date, in the format: YYYY-MM-DD HH:MM:SS.Optional
escalationEscalationOptional
expected_startExpected start date/time, in the format: YYYY-MM-DD HH:MM:SS.Optional
follow_upFollow up date/time, in the format: YYYY-MM-DD HH:MM:SS.Optional
group_listUID format list (group).Optional
knowledgeWhether the ticket is solved in the knowledge base. Can be "true" or "false".Optional
locationLocation of the ticket.Optional
made_slaSLA of the ticket.Optional
notifyWhether to be notified about this ticket. Can be "1" or "0".Optional
orderOrder number.Optional
parentUID FormatOptional
parent_incidentUID FormatOptional
problem_idUID FormatOptional
reassignment_countThe number of users included in this ticket.Optional
reopen_countHow many times the ticket has been reopened.Optional
resolved_atThe date/time that the ticket was resolved, in the format: YYYY-MM-DD HH:MM:SS.Optional
resolved_byID of the user that resolved the ticket.Optional
rfcUIDOptional
sla_dueSLA due date/time, in the format: YYYY-MM-DD HH:MM:SS.Optional
subcategoryTicket subcategory.Optional
sys_updated_byLast updated by.Optional
sys_updated_onLast date/time that the system was updated, in the format: YYYY-MM-DD HH:MM:SS.Optional
user_inputInput from the end user.Optional
watch_listA list of watched tickets.Optional
work_endFormat: YYYY-MM-DD HH:MM:SSOptional
work_notesFormat journal listOptional
work_notes_listList work notes UIDs.Optional
work_startDate/time when work started on the ticket.Optional
assignment_groupThe sys_id of the group to assign.Optional
incident_stateThe number that represents the incident state.Optional
numberTicket number.Optional
priorityPriority of the ticket.Optional
templateTemplate name to use as a base to create new tickets.Optional
custom_fieldsCustom (user defined) fields in the format: fieldname1=value;fieldname2=value; custom fields start with a "u_".Optional
change_typeType of Change Request ticket. Can be "normal", "standard", or "emergency". Default is "normal".Optional
stateState of the ticket, for example: "Closed" or "7" or "7 - Closed".Optional
opened_atDate/time the ticket was opened, in the format: YYYY-MM-DD HH:MM:SS.Optional
callerCaller system ID.Optional
approvalTicket approval.Optional
additional_fieldsAdditional fields in the format: fieldname1=value;fieldname2=value;Optional

Context Output

PathTypeDescription
ServiceNow.Ticket.IDstringServiceNow ticket ID.
ServiceNow.Ticket.OpenedBystringServiceNow ticket opener ID.
ServiceNow.Ticket.CreatedOndateServiceNow ticket creation date.
ServiceNow.Ticket.AssigneestringServiceNow ticket assignee ID.
ServiceNow.Ticket.StatestringServiceNow ticket state.
ServiceNow.Ticket.SummarystringServiceNow ticket short summary.
ServiceNow.Ticket.NumberstringServiceNow ticket number.
ServiceNow.Ticket.ActivebooleanServiceNow ticket active.
ServiceNow.Ticket.AdditionalCommentsstringServiceNow ticket comments.
ServiceNow.Ticket.PrioritystringServiceNow ticket priority.
ServiceNow.Ticket.OpenedAtdateServiceNow ticket opening time.
ServiceNow.Ticket.ResolvedBystringServiceNow ticket resolver ID.
ServiceNow.Ticket.CloseCodestringServiceNow ticket close code.

Command Example

!servicenow-create-ticket active=true severity="2 - Medium" short_description="Ticket example"

Context Example

{
"ServiceNow": {
"Ticket": {
"Active": "true",
"CreatedOn": "2020-05-10 09:04:06",
"Creator": "admin",
"ID": "id",
"Number": "INC0010002",
"OpenedAt": "2020-05-10 09:04:06",
"OpenedBy": "admin",
"Priority": "5 - Planning",
"State": "1",
"Summary": "Ticket exmaple"
}
},
"Ticket": {
"Active": "true",
"CreatedOn": "2020-05-10 09:04:06",
"Creator": "admin",
"ID": "id",
"Number": "INC0010002",
"OpenedAt": "2020-05-10 09:04:06",
"OpenedBy": "admin",
"Priority": "5 - Planning",
"State": "1",
"Summary": "Ticket example"
}
}

Human Readable Output

ServiceNow ticket was created successfully.

System IDNumberImpactUrgencySeverityPriorityStateCreated OnCreated ByActiveOpened AtShort Description
idINC00100023 - Low3 - Low2 - Medium5 - Planning1 - New2020-05-10 09:04:06admintrue2020-05-10 09:04:06Ticket example

servicenow-update-ticket


Updates the specified ticket.

Base Command

servicenow-update-ticket

Input

Argument NameDescriptionRequired
short_descriptionShort description of the ticket.Optional
ticket_typeTicket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident".Optional
urgencyTicket urgency. You can either select from the predefined options or enter another value, for example: "Urgent" or "5".Optional
severityTicket severity. You can either select from the predefined options or enter another value, for example: "Urgent" or "5".Optional
impactTicket impact.Optional
activeWhether the ticket is Active. Can be "true" or "false".Optional
activity_dueThe ticket activity due date, in the format: "2016-07-02 21:51:11".Optional
additional_assignee_listList of users assigned to the ticket.Optional
approval_historyTicket history approval.Optional
approval_setThe ticket approval set date/time, in the format: "2016-07-02 21:51:11".Optional
assigned_toUser assigned to the ticket.Optional
business_durationBusiness duration, in the format: YYYY-MM-DD HH:MM:SS.Optional
business_serviceBusiness service.Optional
business_stcBusiness source.Optional
calendar_durationCalendar duration, in the format: YYYY-MM-DD HH:MM:SS.Optional
caller_idCaller ID (UID format).Optional
categoryCategory name.Optional
caused_byUID format.Optional
close_codeTicket's close code. Ticket's close code. Can be "Solved (Work Around)", "Solved (Permanently)", "Solved Remotely (Work Around)", "Solved Remotely (Permanently)", "Not Solved (Not Reproducible)", "Not Solved (Too Costly)", or "Closed/Resolved by Caller".Optional
close_notesClose notes of the ticket.Optional
closed_atDate/time the ticket was closed, in the format: YYYY-MM-DD HH:MM:SS.Optional
closed_byUser who closed the ticket.Optional
cmdb_ciUID Format.Optional
commentsFormat type journal input.Optional
comments_and_work_notesFormat type journal input.Optional
companyUID Format.Optional
contact_typeContact type.Optional
correlation_displayCorrelation display.Optional
correlation_idCorrelation ID.Optional
delivery_planUID Format.Optional
displayWhether to display comments, work notes, and so on. Can be "true" or "false".Optional
descriptionTicket description.Optional
due_dateTicket due date, in the format: YYYY-MM-DD HH:MM:SS.Optional
escalationEscalation.Optional
expected_startExpected start date/time, in the format: YYYY-MM-DD HH:MM:SS.Optional
follow_upFollow up date/time, in the format: YYYY-MM-DD HH:MM:SS.Optional
group_listUID format list.Optional
knowledgeWhether the ticket is solved in the knowledge base. Can be "true" or "false".Optional
locationLocation of the ticket.Optional
made_slaSLA of the ticket.Optional
notifyWhether to be notified about this ticket. Can be "1" or "0".Optional
orderOrder number.Optional
parentParent (UID format).Optional
parent_incidentParent incident (UID format).Optional
problem_idProblem ID (UID format).Optional
reassignment_countThe number of users included in this ticket.Optional
reopen_countThe number of times the ticket has been reopened.Optional
resolved_atDate/time the ticket was resolved, in the format: YYYY-MM-DD HH:MM:SS.Optional
resolved_byResolved by (UID format).Optional
rfcUIDOptional
sla_dueSLA due date/time, in the format: YYYY-MM-DD HH:MM:SS.Optional
subcategoryTicket subcategory.Optional
sys_updated_byLast updated byOptional
sys_updated_onDate/time the system was last updated.Optional
user_inputInput from the end user.Optional
watch_listA list of watched tickets.Optional
work_endFormat: YYYY-MM-DD HH:MM:SSOptional
work_notesFormat journal list.Optional
work_notes_listComma-separated list of work notes UIDs.Optional
work_startDate/time when work started on the ticket.Optional
assignment_groupAssignment group UID.Optional
incident_stateNumber representing the incident state.Optional
numberTicket number.Optional
priorityPriority of the ticket.Optional
idSystem ID of the ticket to update.Required
custom_fieldsCustom (user defined) fields in the format: fieldname1=value;fieldname2=value; custom fields start with a "u_".Optional
change_typeType of Change Request ticket. Can be "normal", "standard", or "emergency". Default is "normal".Optional
stateState of the ticket, for example: "Closed" or "7" or "7 - Closed".Optional
callerCaller system ID.Optional
approvalTicket approval.Optional
additional_fieldsAdditional fields in the format: fieldname1=value;fieldname2=value;Optional

Context Output

There is no context output for this command.

Command Example

!servicenow-update-ticket id=id severity="2 - Medium"

Context Example

{
"ServiceNow": {
"Ticket": {
"Active": "true",
"Assignee": "admin",
"CreatedOn": "2020-01-26 00:43:54",
"Creator": "admin",
"ID": "id",
"Number": "INC0000040",
"OpenedAt": "2020-01-26 00:42:45",
"OpenedBy": "admin",
"Priority": "3 - Moderate",
"State": "3",
"Summary": "JavaScript error on hiring page of corporate website"
}
}
}

Human Readable Output

ServiceNow ticket updated successfully

Ticket type: incident |Active|Created By|Created On|Description|Impact|Number|Opened At|Priority|Severity|Short Description|State|System ID|Urgency| |---|---|---|---|---|---|---|---|---|---|---|---|---| | true | admin | 2020-01-26 00:43:54 | Seeing JavaScript error message on hiring page on Explorer and Firefox. | 2 - Medium | INC0000040 | 2020-01-26 00:42:45 | 3 - Moderate | 2 - Medium | JavaScript error on hiring page of corporate website | 3 - On Hold | 471d4732a9fe198100affbf655e59172 | 2 - Medium |

servicenow-delete-ticket


Deletes a ticket from ServiceNow.

Base Command

servicenow-delete-ticket

Input

Argument NameDescriptionRequired
idTicket System IDRequired
ticket_typeTicket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item".Optional

Context Output

There is no context output for this command.

Command Example

!servicenow-delete-ticket id=id

Context Example

{}

Human Readable Output

Ticket with ID id was successfully deleted.

servicenow-query-tickets


Retrieves ticket information according to the supplied query.

Base Command

servicenow-query-tickets

Input

Argument NameDescriptionRequired
limitThe maximum number of tickets to retrieve.Optional
ticket_typeTicket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident".Optional
queryThe query to run. To learn about querying in ServiceNow, see https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/use/common-ui-elements/reference/r_OpAvailableFiltersQueries.htmlOptional
offsetStarting record index to begin retrieving records from.Optional
additional_fieldsAdditional fields to present in the War Room entry and incident context.Optional
system_paramsSystem parameters in the format: fieldname1=value;fieldname2=value. For example: "sysparm_display_value=al;&sysparm_exclude_reference_link=True"Optional

Context Output

PathTypeDescription
Ticket.IDstringThe unique ticket identifier.
Ticket.CreatorstringA string field that indicates the user who created the ticket.
Ticket.CreatedOndateThe date/time when the ticket was created.
Ticket.AssigneestringSpecifies the user assigned to complete the ticket. By default, this field uses a reference qualifier to only display users with the itil role.
Ticket.StatestringStatus of the ticket.
Ticket.SummarystringA human-readable title for the record.
Ticket.NumberstringThe display value of the ticket.
Ticket.ActivebooleanSpecifies whether work is still being done on a task or whether the work for the task is complete.
Ticket.AdditionalCommentsUnknownComments about the task record.
Ticket.PrioritystringSpecifies the ticket priority for the assignee.
Ticket.OpenedAtdateThe date/time when the ticket was first opened.
Ticket.EscalationstringIndicates how long the ticket has been open.

Command Example

!servicenow-query-tickets limit="3" query="impact<2^short_descriptionISNOTEMPTY" ticket_type="incident"

Context Example

{
"ServiceNow": {
"Ticket": [
{
"Active": "false",
"Assignee": "admin",
"CloseCode": "Closed/Resolved by Caller",
"CreatedOn": "2018-08-24 18:24:13",
"Creator": "admin",
"ID": "id",
"Number": "INC0000001",
"OpenedAt": "2020-01-23 23:09:51",
"OpenedBy": "admin",
"Priority": "1 - Critical",
"ResolvedBy": "admin",
"State": "7",
"Summary": "Can't read email"
},
{
"Active": "true",
"Assignee": "admin",
"CreatedOn": "2018-08-13 22:30:06",
"Creator": "admin",
"ID": "id",
"Number": "INC0000002",
"OpenedAt": "2020-01-17 23:07:12",
"OpenedBy": "admin",
"Priority": "1 - Critical",
"State": "3",
"Summary": "Network file shares access issue"
},
{
"Active": "true",
"Assignee": "admin",
"CreatedOn": "2018-08-28 14:41:46",
"Creator": "admin",
"ID": "id",
"Number": "INC0000003",
"OpenedAt": "2020-01-24 23:07:30",
"OpenedBy": "admin",
"Priority": "1 - Critical",
"State": "2",
"Summary": "Wireless access is down in my area"
}
]
},
"Ticket": [
{
"Active": "false",
"Assignee": "admin",
"CloseCode": "Closed/Resolved by Caller",
"CreatedOn": "2018-08-24 18:24:13",
"Creator": "admin",
"ID": "id",
"Number": "INC0000001",
"OpenedAt": "2020-01-23 23:09:51",
"OpenedBy": "admin",
"Priority": "1 - Critical",
"ResolvedBy": "admin",
"State": "7",
"Summary": "Can't read email"
},
{
"Active": "true",
"Assignee": "admin",
"CreatedOn": "2018-08-13 22:30:06",
"Creator": "admin",
"ID": "id",
"Number": "INC0000002",
"OpenedAt": "2020-01-17 23:07:12",
"OpenedBy": "admin",
"Priority": "1 - Critical",
"State": "3",
"Summary": "Network file shares access issue"
},
{
"Active": "true",
"Assignee": "admin",
"CreatedOn": "2018-08-28 14:41:46",
"Creator": "admin",
"ID": "id",
"Number": "INC0000003",
"OpenedAt": "2020-01-24 23:07:30",
"OpenedBy": "admin",
"Priority": "1 - Critical",
"State": "2",
"Summary": "Wireless access is down in my area"
}
]
}

Human Readable Output

ServiceNow tickets

System IDNumberImpactUrgencySeverityPriorityStateCreated OnCreated ByActiveClose NotesClose CodeDescriptionOpened AtResolved ByResolved AtShort Description
idINC00000011 - High1 - High1 - High1 - Critical7 - Closed2018-08-24 18:24:13patfalseClosed before close notes were made mandatory
Closed/Resolved by CallerUser can't access email on mail.company.com.
2020-01-23 23:09:51admin2020-04-24 19:56:12Can't read email
idINC00000021 - High1 - High1 - High1 - Critical3 - On Hold2018-08-13 22:30:06pattrueUser can't get to any of his files on the file server.2020-01-17 23:07:12Network file shares access issue
idINC00000031 - High1 - High1 - High1 - Critical2 - In Progress2018-08-28 14:41:46admintrueI just moved from floor 2 to floor 3 and my laptop cannot connect to any wireless network.2020-01-24 23:07:30Wireless access is down in my area

servicenow-add-link


Adds a link to the specified ticket.

Base Command

servicenow-add-link

Input

Argument NameDescriptionRequired
idTicket System ID.Required
ticket_typeTicket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident".Optional
linkThe actual link to publish in ServiceNow ticket, in a valid URL format, for example, http://www.demisto.com.Required
post-as-commentWhether to publish the link as comment on the ticket. Can be "true" or "false". If false will publish the link as WorkNote.Optional
textThe text to represent the link.Optional

Context Output

There is no context output for this command.

Command Example

!servicenow-add-link id=id link="http://www.demisto.com" text=demsito_link

Context Example

{}

Human Readable Output

Link successfully added to ServiceNow ticket

System IDNumberImpactUrgencySeverityPriorityStateCreated OnCreated ByActiveDescriptionOpened AtShort Description
idINC00000402 - Medium2 - Medium2 - Medium3 - Moderate3 - On Hold2020-01-26 00:43:54admintrueSeeing JavaScript error message on hiring page on Explorer and Firefox.2020-01-26 00:42:45JavaScript error on hiring page of corporate website

servicenow-add-comment


Adds a comment to the specified ticket, by ticket ID.

Base Command

servicenow-add-comment

Input

Argument NameDescriptionRequired
idTicket System ID.Required
ticket_typeTicket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident".Optional
commentComment to add.Required
post-as-commentWhether to publish the note as comment on the ticket. Can be "true" or "false". Default is "false".Optional

Context Output

There is no context output for this command.

Command Example

!servicenow-add-comment id=id comment="Nice work!"

Context Example

{}

Human Readable Output

Comment successfully added to ServiceNow ticket

System IDNumberImpactUrgencySeverityPriorityStateCreated OnCreated ByActiveDescriptionOpened AtShort Description
idINC00000402 - Medium2 - Medium2 - Medium3 - Moderate3 - On Hold2020-01-26 00:43:54admintrueSeeing JavaScript error message on hiring page on Explorer and Firefox.2020-01-26 00:42:45JavaScript error on hiring page of corporate website

servicenow-upload-file


Uploads a file to the specified ticket.

Base Command

servicenow-upload-file

Input

Argument NameDescriptionRequired
idTicket System ID.Required
ticket_typeTicket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident".Optional
file_idWar Room entry ID that includes the file.Required
file_nameFilename of the uploaded file to override the existing file name in the entry.Optional

Context Output

PathTypeDescription
ServiceNow.Ticket.File.FilenamestringName of the file.
ServiceNow.Ticket.File.LinkstringDownload link for the file.
ServiceNow.Ticket.File.SystemIDstringSystem ID of the file.

Command Example

Human Readable Output

servicenow-get-record


Retrieves record information, by record ID.

Base Command

servicenow-get-record

Input

Argument NameDescriptionRequired
idRecord System ID.Required
fieldsComma-separated list of table fields to display and output to the context, for example: name,tag,company. ID field is added by default.Optional
table_nameThe name of the table from which to get the record.Required

Context Output

PathTypeDescription
ServiceNow.Record.IDstringThe unique record identifier for the record.
ServiceNow.Record.UpdatedBystringA string field that indicates the user who most recently updated the record.
ServiceNow.Record.UpdatedAtdateA time-stamp field that indicates the date and time of the most recent update.
ServiceNow.Record.CreatedBystringA string field that indicates the user who created the record.
ServiceNow.Record.CreatedOndateA time-stamp field that indicates when a record was created.

Command Example

!servicenow-get-record table_name=alm_asset id=id fields=asset_tag,sys_updated_by,display_name

Context Example

{
"ServiceNow": {
"Record": {
"ID": "id",
"asset_tag": "P1000807",
"display_name": "P1000807 - Apple MacBook Pro 17\"",
"sys_updated_by": "system"
}
}
}

Human Readable Output

ServiceNow record

IDasset_tagdisplay_namesys_updated_by
idP1000807P1000807 - Apple MacBook Pro 17"system

servicenow-query-table


Queries the specified table in ServiceNow.

Base Command

servicenow-query-table

Input

Argument NameDescriptionRequired
table_nameThe name of the table to queryRequired
limitThe maximum number of tickets to retrieve.Optional
queryThe query to run. For more information about querying in ServiceNow, see https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/use/common-ui-elements/reference/r_OpAvailableFiltersQueries.htmlOptional
fieldsComma-separated list of table fields to display and output to the context, for example: name,tag,company. ID field is added by default.Optional
offsetStarting record index to begin retrieving records from.Optional
system_paramsSystem parameters in the format: fieldname1=value;fieldname2=value. For example: "sysparm_display_value=al;&sysparm_exclude_reference_link=True"Optional

Context Output

PathTypeDescription
ServiceNow.Results.IDstringThe unique record identifier for the record.
ServiceNow.Results.UpdatedBystringA string field that indicates the user who most recently updated the record.
ServiceNow.Results.UpdatedAtdateA time-stamp field that indicates the date and time of the most recent update.
ServiceNow.Results.CreatedBystringA string field that indicates the user who created the record.
ServiceNow.Results.CreatedOndateA time-stamp field that indicates when a record was created.

Command Example

!servicenow-query-table table_name=alm_asset fields=asset_tag,sys_updated_by,display_name query=display_nameCONTAINSMacBook limit=4

Context Example

{
"ServiceNow": {
"Record": [
{
"ID": "id",
"asset_tag": "P1000637",
"display_name": "P1000637 - Apple MacBook Air 13\"",
"sys_updated_by": "system"
},
{
"ID": "id",
"asset_tag": "P1000412",
"display_name": "P1000412 - Apple MacBook Pro 17\"",
"sys_updated_by": "system"
},
{
"ID": "id",
"asset_tag": "P1000563",
"display_name": "P1000563 - Apple MacBook Pro 15\"",
"sys_updated_by": "system"
},
{
"ID": "id",
"asset_tag": "P1000626",
"display_name": "P1000626 - Apple MacBook Air 13\"",
"sys_updated_by": "system"
}
]
}
}

Human Readable Output

ServiceNow records

IDasset_tagdisplay_namesys_updated_by
idP1000637P1000637 - Apple MacBook Air 13"system
idP1000412P1000412 - Apple MacBook Pro 17"system
idP1000563P1000563 - Apple MacBook Pro 15"system
idP1000626P1000626 - Apple MacBook Air 13"system

servicenow-create-record


Creates a new record in the specified ServiceNow table.

Base Command

servicenow-create-record

Input

Argument NameDescriptionRequired
table_nameThe name of the table in which to create a record.Required
fieldsFields and their values to create the record with, in the format: fieldname1=value;fieldname2=value;...Optional
custom_fieldsCustom (user defined) fields in the format: fieldname1=value;fieldname2=value;...Optional

Context Output

PathTypeDescription
ServiceNow.Record.IDstringThe unique record identifier for the record.
ServiceNow.Record.UpdatedBystringA string field that indicates the user who most recently updated the record.
ServiceNow.Record.UpdatedAtdateA time-stamp field that indicates the date and time of the most recent update.
ServiceNow.Record.CreatedBystringA string field that indicates the user who created the record.
ServiceNow.Record.CreatedOndateA time-stamp field that indicates when a record was created.

Command Example

!servicenow-create-record table_name=alm_asset fields="asset_tag=P1000807"

Context Example

{
"ServiceNow": {
"Record": {
"CreatedAt": "2020-05-10 09:04:27",
"CreatedBy": "admin",
"ID": "id",
"UpdatedAt": "2020-05-10 09:04:27",
"UpdatedBy": "admin"
}
}
}

Human Readable Output

ServiceNow record created successfully

CreatedAtCreatedByIDUpdatedAtUpdatedBy
2020-05-10 09:04:27adminid2020-05-10 09:04:27admin

servicenow-update-record


Updates a record in the specified ServiceNow table.

Base Command

servicenow-update-record

Input

Argument NameDescriptionRequired
table_nameThe name of the table to update the record in.Required
idThe system ID of the ticket to update.Required
fieldsFields and their values to update in the record, in the format: fieldname1=value;fieldname2=value;...Optional
custom_fieldsCustom (user defined) fields and their values to update in the record, in the format: fieldname1=value;fieldname2=value;...Optional

Context Output

PathTypeDescription
ServiceNow.Record.IDstringThe unique record identifier for the record.
ServiceNow.Record.UpdatedBystringA string field that indicates the user who most recently updated the record.
ServiceNow.Record.UpdatedAtdateA time-stamp field that indicates the date and time of the most recent update.
ServiceNow.Record.CreatedBystringA string field that indicates the user who created the record.
ServiceNow.Record.CreatedOndateA time-stamp field that indicates when a record was created.

Command Example

!servicenow-update-record table_name=alm_asset id=id custom_fields="display_name=test4"

Context Example

{
"ServiceNow": {
"Record": {
"CreatedAt": "2019-07-16 08:14:09",
"CreatedBy": "admin",
"ID": "id",
"UpdatedAt": "2020-05-09 19:08:42",
"UpdatedBy": "system"
}
}
}

Human Readable Output

ServiceNow record with ID 01a92c0d3790200044e0bfc8bcbe5d36 updated successfully

CreatedAtCreatedByIDUpdatedAtUpdatedBy
2019-07-16 08:14:09adminid2020-05-09 19:08:42system

servicenow-delete-record


Deletes a record in the specified ServiceNow table.

Base Command

servicenow-delete-record

Input

Argument NameDescriptionRequired
table_nameThe table name.Required
idThe system ID of the ticket to delete.Required

Context Output

There is no context output for this command.

Command Example

!servicenow-delete-record table_name=alm_asset id=id

Context Example

{}

Human Readable Output

ServiceNow record with ID id was successfully deleted.

servicenow-list-table-fields


Lists API fields for the specified ServiceNow table.

Base Command

servicenow-list-table-fields

Input

Argument NameDescriptionRequired
table_nameTable nameRequired

Context Output

PathTypeDescription
ServiceNow.FieldstringTable API field name.

Command Example

!servicenow-list-table-fields table_name=alm_asset

Context Example

{
"ServiceNow": {
"Field": [
{
"Name": "parent"
},
{
"Name": "skip_sync"
},
{
"Name": "residual_date"
},
{
"Name": "residual"
},
{
"Name": "sys_updated_on"
},
{
"Name": "request_line"
},
{
"Name": "sys_updated_by"
},
{
"Name": "due_in"
},
{
"Name": "model_category"
},
{
"Name": "sys_created_on"
},
{
"Name": "sys_domain"
},
{
"Name": "disposal_reason"
},
{
"Name": "model"
},
{
"Name": "install_date"
},
{
"Name": "gl_account"
},
{
"Name": "invoice_number"
},
{
"Name": "sys_created_by"
},
{
"Name": "warranty_expiration"
},
{
"Name": "depreciated_amount"
},
{
"Name": "substatus"
},
{
"Name": "pre_allocated"
},
{
"Name": "owned_by"
},
{
"Name": "checked_out"
},
{
"Name": "display_name"
},
{
"Name": "sys_domain_path"
},
{
"Name": "delivery_date"
},
{
"Name": "retirement_date"
},
{
"Name": "beneficiary"
},
{
"Name": "install_status"
},
{
"Name": "cost_center"
},
{
"Name": "supported_by"
},
{
"Name": "assigned"
},
{
"Name": "purchase_date"
},
{
"Name": "work_notes"
},
{
"Name": "managed_by"
},
{
"Name": "sys_class_name"
},
{
"Name": "sys_id"
},
{
"Name": "po_number"
},
{
"Name": "stockroom"
},
{
"Name": "checked_in"
},
{
"Name": "resale_price"
},
{
"Name": "vendor"
},
{
"Name": "company"
},
{
"Name": "retired"
},
{
"Name": "justification"
},
{
"Name": "department"
},
{
"Name": "expenditure_type"
},
{
"Name": "depreciation"
},
{
"Name": "assigned_to"
},
{
"Name": "depreciation_date"
},
{
"Name": "old_status"
},
{
"Name": "comments"
},
{
"Name": "cost"
},
{
"Name": "quantity"
},
{
"Name": "acquisition_method"
},
{
"Name": "ci"
},
{
"Name": "sys_mod_count"
},
{
"Name": "old_substatus"
},
{
"Name": "sys_tags"
},
{
"Name": "order_date"
},
{
"Name": "support_group"
},
{
"Name": "reserved_for"
},
{
"Name": "due"
},
{
"Name": "location"
},
{
"Name": "lease_id"
},
{
"Name": "salvage_value"
}
]
}
}

Human Readable Output

ServiceNow Table fields - alm_asset

Name
parent
skip_sync
residual_date
residual
sys_updated_on
request_line
sys_updated_by
due_in
model_category
sys_created_on
sys_domain
disposal_reason
model
install_date
gl_account
invoice_number
sys_created_by
warranty_expiration
depreciated_amount
substatus
pre_allocated
owned_by
checked_out
display_name
sys_domain_path
delivery_date
retirement_date
beneficiary
install_status
cost_center
supported_by
assigned
purchase_date
work_notes
managed_by
sys_class_name
sys_id
po_number
stockroom
checked_in
resale_price
vendor
company
retired
justification
department
expenditure_type
depreciation
assigned_to
depreciation_date
old_status
comments
cost
quantity
acquisition_method
ci
sys_mod_count
old_substatus
sys_tags
order_date
support_group
reserved_for
due
location
lease_id
salvage_value

servicenow-query-computers


Queries the cmdb_ci_computer table in ServiceNow.

Base Command

servicenow-query-computers

Input

Argument NameDescriptionRequired
computer_idQuery by computer sys_id.Optional
computer_nameQuery by computer name.Optional
queryQuery by specified query, for more information about querying in ServiceNow, see https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/use/common-ui-elements/reference/r_OpAvailableFiltersQueries.htmlOptional
asset_tagQuery by asset tag.Optional
limitMaximum number of query results. Default is 10.Optional
offsetStarting record index to begin retrieving records from.Optional

Context Output

PathTypeDescription
ServiceNow.Computer.IDstringComputer system ID.
ServiceNow.Computer.AssetTagstringComputer Asset tag.
ServiceNow.Computer.NamestringComputer name.
ServiceNow.Computer.DisplayNamestringComputer display name.
ServiceNow.Computer.SupportGroupstringComputer support group.
ServiceNow.Computer.OperatingSystemstringComputer operating system.
ServiceNow.Computer.CompanystringComputer company system ID.
ServiceNow.Computer.AssignedTostringComputer assigned to user system ID.
ServiceNow.Computer.StatestringComputer state.
ServiceNow.Computer.CoststringComputer cost.
ServiceNow.Computer.CommentsstringComputer comments.

Command Example

!servicenow-query-computers asset_tag=P1000412

Context Example

{
"ServiceNow": {
"Computer": {
"AssetTag": "P1000412",
"AssignedTo": "admin",
"Company": "admin",
"Cost": "2499.99 USD",
"DisplayName": "P1000412 - MacBook Pro 17\"",
"ID": "id",
"Name": "MacBook Pro 17\"",
"OperatingSystem": "Mac OS 10 (OS/X)",
"State": "In use"
}
}
}

Human Readable Output

ServiceNow Computers

IDAsset TagNameDisplay NameOperating SystemCompanyAssigned ToStateCost
idP1000412MacBook Pro 17"P1000412 - MacBook Pro 17"Mac OS 10 (OS/X)adminadminIn use2499.99 USD

servicenow-query-groups


Queries the sys_user_group table in ServiceNow.

Base Command

servicenow-query-groups

Input

Argument NameDescriptionRequired
group_idQuery by group system ID.Optional
group_nameQuery by group name.Optional
queryQuery by specified query, for more information about querying in ServiceNow, see https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/use/common-ui-elements/reference/r_OpAvailableFiltersQueries.htmlOptional
limitMaximum number of query results. Default is 10.Optional
offsetStarting record index to begin retrieving records from.Optional

Context Output

PathTypeDescription
ServiceNow.Group.IDstringGroup system ID.
ServiceNow.Group.DescriptionstringGroup description.
ServiceNow.Group.NamestringGroup name.
ServiceNow.Group.ManagerstringGroup manager system ID.
ServiceNow.Group.UpdateddateDate/time the group was last updated.

Command Example

!servicenow-query-groups group_name=test1

Context Example

{}

Human Readable Output

No groups found.

servicenow-query-users


Queries the sys_user table in ServiceNow.

Base Command

servicenow-query-users

Input

Argument NameDescriptionRequired
user_idQuery by user system ID.Optional
user_nameQuery by username.Optional
queryQuery by specified query, for more information about querying in ServiceNow, see https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/use/common-ui-elements/reference/r_OpAvailableFiltersQueries.htmlOptional
limitMaximum number of query results. Default is 10.Optional
offsetStarting record index to begin retrieving records from.Optional

Context Output

PathTypeDescription
ServiceNow.User.IDstringUser system ID.
ServiceNow.User.NamestringUser name (first and last).
ServiceNow.User.UserNamestringUser username.
ServiceNow.User.EmailstringUser email address.
ServiceNow.User.CreateddateDate/time the user was created.
ServiceNow.User.UpdateddateDate/time the user was last updated.

Command Example

!servicenow-query-users user_name=sean.bonnet

Context Example

{
"ServiceNow": {
"User": {
"Created": "2012-02-18 03:04:50",
"Email": "sean.bonnet@example.com",
"ID": "id",
"Name": "Sean Bonnet",
"Updated": "2020-04-25 19:01:46",
"UserName": "sean.bonnet"
}
}
}

Human Readable Output

ServiceNow Users

IDNameUser NameEmailCreatedUpdated
idSean Bonnetsean.bonnetsean.bonnet@example.com2012-02-18 03:04:502020-04-25 19:01:46

servicenow-get-table-name


Gets table names by a label to use in commands.

Base Command

servicenow-get-table-name

Input

Argument NameDescriptionRequired
labelThe table label, for example: Asset, Incident, IP address, and so on.Required
limitMaximum number of query results. Default is 10.Optional
offsetStarting record index to begin retrieving records from.Optional

Context Output

PathTypeDescription
ServiceNow.Table.IDstringTable system ID.
ServiceNow.Table.NamestringTable name to use in commands, for example: alm_asset.
ServiceNow.Table.SystemNamestringTable system name, for example: Asset.

Command Example

!servicenow-get-table-name label=ACE

Context Example

{
"ServiceNow": {
"Table": {
"ID": "id",
"Name": "cmdb_ci_lb_ace",
"SystemName": "CMDB CI Lb Ace"
}
}
}

Human Readable Output

ServiceNow Tables for label - ACE

IDNameSystem Name
idcmdb_ci_lb_aceCMDB CI Lb Ace

servicenow-get-ticket-notes


Gets notes from the specified ServiceNow ticket. "Read permissions" are required for the sys_journal_field table.

Base Command

servicenow-get-ticket-notes

Input

Argument NameDescriptionRequired
idTicket System ID.Required
limitMaximum number of ticket notes. Default is 10.Optional
offsetOffset of the ticket notes.Optional

Context Output

PathTypeDescription
ServiceNow.Ticket.IDstringTicket ID.
ServiceNow.Ticket.Note.ValueunknownTicket note value.
ServiceNow.Ticket.Note.CreatedOndateDate/time the ticket note was created.
ServiceNow.Ticket.Note.CreatedBystringUser that created the ticket note.
ServiceNow.Ticket.Note.TypestringTicket note type.

Command Example

!servicenow-get-ticket-notes id=id

Context Example

{
"ServiceNow": {
"Ticket": {
"ID": "id",
"Note": [
{
"CreatedBy": "admin",
"CreatedOn": "2020-01-26 00:43:54",
"Type": "Comment",
"Value": "JavaScript error (line 202) on the home page. Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t"
},
{
"CreatedBy": "admin",
"CreatedOn": "2020-04-17 23:12:43",
"Type": "Comment",
"Value": "Added an attachment"
},
{
"CreatedBy": "admin",
"CreatedOn": "2020-05-10 09:04:15",
"Type": "Work Note",
"Value": "[code]<a class=\"web\" target=\"_blank\" href=\"http://www.demisto.com\" >demsito_link</a>[/code]"
},
{
"CreatedBy": "admin",
"CreatedOn": "2020-05-10 09:04:18",
"Type": "Work Note",
"Value": "Nice work!"
}
]
}
}
}

Human Readable Output

ServiceNow notes for ticket 471d4732a9fe198100affbf655e59172

ValueCreated OnCreated ByType
JavaScript error (line 202) on the home page. Not sure what is
going on, does not happen on my Windows machine!
2020-01-26 00:43:54adminComment
Added an attachment2020-04-17 23:12:43adminComment
[code]demsito_link[/code]2020-05-10 09:04:15adminWork Note
Nice work!2020-05-10 09:04:18adminWork Note

servicenow-add-tag


Adds a tag to a ticket. The tag will be visible in the label_entry table and can be retrieved using the "!servicenow-query-table table_name=label_entry fields=title,table,sys_id,id_display,id_type" command.

Base Command

servicenow-add-tag

Input

Argument NameDescriptionRequired
idTicket System ID.Required
tag_idTag system ID. Can be retrieved using the "!servicenow-query-table table_name=label fields=name,active,sys_id" command.Required
titleTag title. For example: "Incident - INC000001".Required
ticket_typeTicket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident".Optional

Context Output

PathTypeDescription
ServiceNow.Ticket.IDStringThe unique ticket identifier.
ServiceNow.Ticket.TagTitleStringTicket tag title.
ServiceNow.Ticket.TagIDStringTicket tag ID.

servicenow-query-items


Queries the sc_cat_item table in ServiceNow.

Base Command

servicenow-query-items

Input

Argument NameDescriptionRequired
nameQuery by name. Does not require an exact match.Optional
offsetStarting record index to begin retrieving records from.Optional
limitMaximum number of query results. Default is 10.Optional

Context Output

PathTypeDescription
ServiceNow.CatalogItem.IDStringCatalog item system ID.
ServiceNow.CatalogItem.NameStringCatalog item name.
ServiceNow.CatalogItem.DescriptionStringCatalog item description.
ServiceNow.CatalogItem.PriceNumberCatalog item price.

Command Example

!servicenow-query-items name=laptop limit=2

Context Example

{
"ServiceNow": {
"CatalogItem": [
{
"Description": "Lenovo - Carbon x1",
"ID": "id",
"Name": "Standard Laptop",
"Price": "1100"
},
{
"Description": "Dell XPS 13",
"ID": "id",
"Name": "Development Laptop (PC)",
"Price": "1100"
}
]
}
}

Human Readable Output

ServiceNow Catalog Items

IDNamePriceDescription
idStandard Laptop1100Lenovo - Carbon x1
idDevelopment Laptop (PC)1100Dell XPS 13

servicenow-get-item-details


Retrieves item details by system ID.

Base Command

servicenow-get-item-details

Input

Argument NameDescriptionRequired
idCatalog item system ID.Required

Context Output

PathTypeDescription
ServiceNow.CatalogItem.IDStringCatalog item system ID.
ServiceNow.CatalogItem.NameStringCatalog item name.
ServiceNow.CatalogItem.DescriptionStringCatalog item description.
ServiceNow.CatalogItem.PriceNumberCatalog item price.
ServiceNow.CatalogItem.Variables.MandatoryBooleanIs the variable mandatory as part of the ordering process.
ServiceNow.CatalogItem.Variables.NameStringA name to identify the question.
ServiceNow.CatalogItem.Variables.QuestionStringQuestion to ask users ordering the catalog item.
ServiceNow.CatalogItem.Variables.TypeStringThe variable type.

Command Example

!servicenow-get-item-details id=id

Context Example

{
"ServiceNow": {
"CatalogItem": {
"Description": "Dell XPS 13",
"ID": "id",
"Name": "Development Laptop (PC)",
"Price": "$1,000.00",
"Variables": [
{
"Mandatory": false,
"Name": "hard_drive",
"Question": "What size solid state drive do you want?",
"Type": "Multiple Choice"
},
{
"Mandatory": false,
"Name": "requested_os",
"Question": "Please specify an operating system",
"Type": "Multiple Choice"
}
]
}
}
}

Human Readable Output

ServiceNow Catalog Item

IDNameDescription
idDevelopment Laptop (PC)Dell XPS 13

Item Variables

QuestionTypeNameMandatory
What size solid state drive do you want?Multiple Choicehard_drivefalse
Please specify an operating systemMultiple Choicerequested_osfalse

servicenow-create-item-order


Orders the specified catalog item.

Base Command

servicenow-create-item-order

Input

Argument NameDescriptionRequired
idCatalog item system ID.Required
quantityQuantity of the item to order.Required
variablesIf there are mandatory variables defined for the item, they must be passed to the endpoint. Can be retrieved using the servicenow-get-item-details command. For example, var1=value1;var2=value2.Optional

Context Output

PathTypeDescription
ServiceNow.OrderRequest.IDStringGenerated request system ID.
ServiceNow.OrderRequest.RequestNumberStringNumber of the generated request.

Command Example

!servicenow-create-item-order id=id quantity=1 variables="hard_drive=16GB;requested_os=linux"

Context Example

{
"ServiceNow": {
"OrderRequest": {
"ID": "id",
"RequestNumber": "REQ0010004"
}
}
}

Human Readable Output

ServiceNow Order Request

IDRequest Number
idREQ0010004

servicenow-document-route-to-queue


Documents a route to a queue. Requires an installation of the Advanced Work Assignments plugin. An active queue and service channel to the designated table.

Base Command

servicenow-document-route-to-queue

Input

Argument NameDescriptionRequired
queue_idQueue ID. Can be retrieved using the "!servicenow-query-table table_name=awa_queue fields=name,number,order" command.Required
document_tableDocument table.Optional
document_idDocument ID.Required

Context Output

PathTypeDescription
ServiceNow.WorkItem.WorkItemIDStringUnique ID of the work item assigned to the queue.
ServiceNow.WorkItem.DocumentTableStringName of the table associated with the document
ServiceNow.WorkItem.DocumentIDStringUnique ID of the document to be routed to the queue.
ServiceNow.WorkItem.QueueIDStringUnique ID of the queue on which to route a document.
ServiceNow.WorkItem.DisplayNameStringName of the document to be routed by this work item, for example: case record.