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
- Get, update, create, delete ServiceNow tickets, in addition to adding links/comments and uploading files to them.
- Fetch newly created incidents.
- 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
- Navigate to Settings > Integrations > Servers & Services.
- Search for ServiceNow v2.
- Click Add instance to create and configure a new integration instance.
| Parameter | Description | Required |
|---|---|---|
| url | ServiceNow URL, in the format https://company.service-now.com/ | True |
| credentials | Username | False |
| proxy | Use system proxy settings | False |
| insecure | Trust any certificate (not secure) | False |
| ticket_type | Default ticket type for running ticket commands and fetching incidents | False |
| api_version | ServiceNow API Version (e.g. 'v1') | False |
| isFetch | Fetch incidents | False |
| sysparm_query | The query to use when fetching incidents | False |
| fetch_limit | How many incidents to fetch each time | False |
| fetch_time | First fetch timestamp (<number> <time unit>, e.g., 12 hours, 7 days, 3 months, 1 year) | False |
| timestamp_field | Timestamp 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 |
| incidentType | Incident type | False |
| get_attachments | Get incident attachments | False |
- 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 Name | Description | Required |
|---|---|---|
| id | Ticket system ID for which to retrieve information. | Optional |
| ticket_type | Ticket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident". | Optional |
| number | Ticket number to retrieve. | Optional |
| get_attachments | If "true" will retrieve ticket attachments. Default is "false". | Optional |
| custom_fields | Custom fields on which to query. For example: state_code=AR,time_zone=PST. | Optional |
| additional_fields | Additional fields to display in the War Room entry and incident context. | Optional |
Context Output
| Path | Type | Description |
|---|---|---|
| ServiceNow.Ticket.ID | string | ServiceNow ticket ID. |
| ServiceNow.Ticket.OpenedBy | string | ServiceNow ticket opener ID. |
| ServiceNow.Ticket.CreatedOn | date | ServiceNow ticket creation date. |
| ServiceNow.Ticket.Assignee | string | ServiceNow ticket assignee ID. |
| ServiceNow.Ticket.State | string | ServiceNow ticket state. |
| ServiceNow.Ticket.Summary | string | ServiceNow ticket short summary. |
| ServiceNow.Ticket.Number | string | ServiceNow ticket number. |
| ServiceNow.Ticket.Active | boolean | ServiceNow ticket active. |
| ServiceNow.Ticket.AdditionalComments | string | ServiceNow ticket comments. |
| ServiceNow.Ticket.Priority | string | ServiceNow ticket priority. |
| ServiceNow.Ticket.OpenedAt | date | ServiceNow ticket opening time. |
| ServiceNow.Ticket.ResolvedBy | string | ServiceNow ticket resolver ID. |
| ServiceNow.Ticket.CloseCode | string | ServiceNow ticket close code. |
| File.Info | string | Attachment file info. |
| File.Name | string | Attachment file name. |
| File.Size | number | Attachment file size. |
| File.SHA1 | string | Attachment file SHA1 hash. |
| File.SHA256 | string | Attachment file SHA256 hash. |
| File.EntryID | string | Attachment file entry ID. |
| File.Type | string | Attachment file type. |
| File.MD5 | string | Attachment 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 ID Number Impact Urgency Severity Priority State Created On Created By Active Description Opened At Short Description id INC0000040 2 - Medium 2 - Medium 3 - Low 3 - Moderate 3 - On Hold 2020-01-26 00:43:54 admin true Seeing JavaScript error message on hiring page on Explorer and Firefox. 2020-01-26 00:42:45 JavaScript error on hiring page of corporate website
servicenow-create-ticket
Creates new ServiceNow ticket.
Base Command
servicenow-create-ticket
Input
| Argument Name | Description | Required |
|---|---|---|
| short_description | Short description of the ticket. | Optional |
| ticket_type | Ticket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident". | Optional |
| urgency | Ticket urgency. You can either select from the predefined options or enter another value, for example: "Urgent" or "5". | Optional |
| severity | Ticket severity. You can either select from the predefined options or enter another value, for example: "Urgent" or "5". | Optional |
| impact | Ticket impact. | Optional |
| active | Whether to set the ticket as Active. Can be "true" or "false". | Optional |
| activity_due | The ticket activity due date, in the format "2016-07-02 21:51:11". | Optional |
| additional_assignee_list | List of users assigned to the ticket. | Optional |
| approval_history | Ticket history approval. | Optional |
| approval_set | The ticket approval set date, in the format "2016-07-02 21:51:11". | Optional |
| assigned_to | User assigned to the ticket. | Optional |
| business_duration | Business duration, in the format: YYYY-MM-DD HH:MM:SS. | Optional |
| business_service | Business service. | Optional |
| business_stc | Business source. | Optional |
| calendar_duration | Calendar duration, in the format: YYYY-MM-DD HH:MM:SS. | Optional |
| caller_id | Caller ID (UID format). | Optional |
| category | Category of the ticket. | Optional |
| caused_by | UID Format | Optional |
| 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_notes | Close notes of the ticket. | Optional |
| closed_at | When the ticket was closed, in the format: YYYY-MM-DD HH:MM:SS. | Optional |
| closed_by | User who closed the ticket. | Optional |
| cmdb_ci | UID Format. | Optional |
| comments | Format type journal input. | Optional |
| comments_and_work_notes | Format type journal input. | Optional |
| company | Company (UID format). | Optional |
| contact_type | Contact type. | Optional |
| correlation_display | Correlation display. | Optional |
| correlation_id | Correlation ID. | Optional |
| delivery_plan | Delivery plan (UID format). | Optional |
| display | Whether to display comments, work notes, and so on. Can be "true" or "false". | Optional |
| description | Ticket description. | Optional |
| due_date | Ticket due date, in the format: YYYY-MM-DD HH:MM:SS. | Optional |
| escalation | Escalation | Optional |
| expected_start | Expected start date/time, in the format: YYYY-MM-DD HH:MM:SS. | Optional |
| follow_up | Follow up date/time, in the format: YYYY-MM-DD HH:MM:SS. | Optional |
| group_list | UID format list (group). | Optional |
| knowledge | Whether the ticket is solved in the knowledge base. Can be "true" or "false". | Optional |
| location | Location of the ticket. | Optional |
| made_sla | SLA of the ticket. | Optional |
| notify | Whether to be notified about this ticket. Can be "1" or "0". | Optional |
| order | Order number. | Optional |
| parent | UID Format | Optional |
| parent_incident | UID Format | Optional |
| problem_id | UID Format | Optional |
| reassignment_count | The number of users included in this ticket. | Optional |
| reopen_count | How many times the ticket has been reopened. | Optional |
| resolved_at | The date/time that the ticket was resolved, in the format: YYYY-MM-DD HH:MM:SS. | Optional |
| resolved_by | ID of the user that resolved the ticket. | Optional |
| rfc | UID | Optional |
| sla_due | SLA due date/time, in the format: YYYY-MM-DD HH:MM:SS. | Optional |
| subcategory | Ticket subcategory. | Optional |
| sys_updated_by | Last updated by. | Optional |
| sys_updated_on | Last date/time that the system was updated, in the format: YYYY-MM-DD HH:MM:SS. | Optional |
| user_input | Input from the end user. | Optional |
| watch_list | A list of watched tickets. | Optional |
| work_end | Format: YYYY-MM-DD HH:MM:SS | Optional |
| work_notes | Format journal list | Optional |
| work_notes_list | List work notes UIDs. | Optional |
| work_start | Date/time when work started on the ticket. | Optional |
| assignment_group | The sys_id of the group to assign. | Optional |
| incident_state | The number that represents the incident state. | Optional |
| number | Ticket number. | Optional |
| priority | Priority of the ticket. | Optional |
| template | Template name to use as a base to create new tickets. | Optional |
| custom_fields | Custom (user defined) fields in the format: fieldname1=value;fieldname2=value; custom fields start with a "u_". | Optional |
| change_type | Type of Change Request ticket. Can be "normal", "standard", or "emergency". Default is "normal". | Optional |
| state | State of the ticket, for example: "Closed" or "7" or "7 - Closed". | Optional |
| opened_at | Date/time the ticket was opened, in the format: YYYY-MM-DD HH:MM:SS. | Optional |
| caller | Caller system ID. | Optional |
| approval | Ticket approval. | Optional |
| additional_fields | Additional fields in the format: fieldname1=value;fieldname2=value; | Optional |
| input_display_value | Flag that indicates whether to set field values using the display value or the actual value. True will treat the input value as the display value. False treats the input values as actual values. The default setting is false. | Optional |
For more information regarding the input_display_value Argument, please see: https://docs.servicenow.com/bundle/orlando-platform-administration/page/administer/exporting-data/concept/query-parameters-display-value.html
Context Output
| Path | Type | Description |
|---|---|---|
| ServiceNow.Ticket.ID | string | ServiceNow ticket ID. |
| ServiceNow.Ticket.OpenedBy | string | ServiceNow ticket opener ID. |
| ServiceNow.Ticket.CreatedOn | date | ServiceNow ticket creation date. |
| ServiceNow.Ticket.Assignee | string | ServiceNow ticket assignee ID. |
| ServiceNow.Ticket.State | string | ServiceNow ticket state. |
| ServiceNow.Ticket.Summary | string | ServiceNow ticket short summary. |
| ServiceNow.Ticket.Number | string | ServiceNow ticket number. |
| ServiceNow.Ticket.Active | boolean | ServiceNow ticket active. |
| ServiceNow.Ticket.AdditionalComments | string | ServiceNow ticket comments. |
| ServiceNow.Ticket.Priority | string | ServiceNow ticket priority. |
| ServiceNow.Ticket.OpenedAt | date | ServiceNow ticket opening time. |
| ServiceNow.Ticket.ResolvedBy | string | ServiceNow ticket resolver ID. |
| ServiceNow.Ticket.CloseCode | string | ServiceNow 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 ID Number Impact Urgency Severity Priority State Created On Created By Active Opened At Short Description id INC0010002 3 - Low 3 - Low 2 - Medium 5 - Planning 1 - New 2020-05-10 09:04:06 admin true 2020-05-10 09:04:06 Ticket example
servicenow-update-ticket
Updates the specified ticket.
Base Command
servicenow-update-ticket
Input
| Argument Name | Description | Required |
|---|---|---|
| short_description | Short description of the ticket. | Optional |
| ticket_type | Ticket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident". | Optional |
| urgency | Ticket urgency. You can either select from the predefined options or enter another value, for example: "Urgent" or "5". | Optional |
| severity | Ticket severity. You can either select from the predefined options or enter another value, for example: "Urgent" or "5". | Optional |
| impact | Ticket impact. | Optional |
| active | Whether the ticket is Active. Can be "true" or "false". | Optional |
| activity_due | The ticket activity due date, in the format: "2016-07-02 21:51:11". | Optional |
| additional_assignee_list | List of users assigned to the ticket. | Optional |
| approval_history | Ticket history approval. | Optional |
| approval_set | The ticket approval set date/time, in the format: "2016-07-02 21:51:11". | Optional |
| assigned_to | User assigned to the ticket. | Optional |
| business_duration | Business duration, in the format: YYYY-MM-DD HH:MM:SS. | Optional |
| business_service | Business service. | Optional |
| business_stc | Business source. | Optional |
| calendar_duration | Calendar duration, in the format: YYYY-MM-DD HH:MM:SS. | Optional |
| caller_id | Caller ID (UID format). | Optional |
| category | Category name. | Optional |
| caused_by | UID format. | Optional |
| close_code | Ticket'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_notes | Close notes of the ticket. | Optional |
| closed_at | Date/time the ticket was closed, in the format: YYYY-MM-DD HH:MM:SS. | Optional |
| closed_by | User who closed the ticket. | Optional |
| cmdb_ci | UID Format. | Optional |
| comments | Format type journal input. | Optional |
| comments_and_work_notes | Format type journal input. | Optional |
| company | UID Format. | Optional |
| contact_type | Contact type. | Optional |
| correlation_display | Correlation display. | Optional |
| correlation_id | Correlation ID. | Optional |
| delivery_plan | UID Format. | Optional |
| display | Whether to display comments, work notes, and so on. Can be "true" or "false". | Optional |
| description | Ticket description. | Optional |
| due_date | Ticket due date, in the format: YYYY-MM-DD HH:MM:SS. | Optional |
| escalation | Escalation. | Optional |
| expected_start | Expected start date/time, in the format: YYYY-MM-DD HH:MM:SS. | Optional |
| follow_up | Follow up date/time, in the format: YYYY-MM-DD HH:MM:SS. | Optional |
| group_list | UID format list. | Optional |
| knowledge | Whether the ticket is solved in the knowledge base. Can be "true" or "false". | Optional |
| location | Location of the ticket. | Optional |
| made_sla | SLA of the ticket. | Optional |
| notify | Whether to be notified about this ticket. Can be "1" or "0". | Optional |
| order | Order number. | Optional |
| parent | Parent (UID format). | Optional |
| parent_incident | Parent incident (UID format). | Optional |
| problem_id | Problem ID (UID format). | Optional |
| reassignment_count | The number of users included in this ticket. | Optional |
| reopen_count | The number of times the ticket has been reopened. | Optional |
| resolved_at | Date/time the ticket was resolved, in the format: YYYY-MM-DD HH:MM:SS. | Optional |
| resolved_by | Resolved by (UID format). | Optional |
| rfc | UID | Optional |
| sla_due | SLA due date/time, in the format: YYYY-MM-DD HH:MM:SS. | Optional |
| subcategory | Ticket subcategory. | Optional |
| sys_updated_by | Last updated by | Optional |
| sys_updated_on | Date/time the system was last updated. | Optional |
| user_input | Input from the end user. | Optional |
| watch_list | A list of watched tickets. | Optional |
| work_end | Format: YYYY-MM-DD HH:MM:SS | Optional |
| work_notes | Format journal list. | Optional |
| work_notes_list | Comma-separated list of work notes UIDs. | Optional |
| work_start | Date/time when work started on the ticket. | Optional |
| assignment_group | Assignment group UID. | Optional |
| incident_state | Number representing the incident state. | Optional |
| number | Ticket number. | Optional |
| priority | Priority of the ticket. | Optional |
| id | System ID of the ticket to update. | Required |
| custom_fields | Custom (user defined) fields in the format: fieldname1=value;fieldname2=value; custom fields start with a "u_". | Optional |
| change_type | Type of Change Request ticket. Can be "normal", "standard", or "emergency". Default is "normal". | Optional |
| state | State of the ticket, for example: "Closed" or "7" or "7 - Closed". | Optional |
| caller | Caller system ID. | Optional |
| approval | Ticket approval. | Optional |
| additional_fields | Additional fields in the format: fieldname1=value;fieldname2=value; | Optional |
| input_display_value | Flag that indicates whether to set field values using the display value or the actual value. True will treat the input value as the display value. False treats the input values as actual values. The default setting is false. | Optional |
For more information regarding the input_display_value Argument, please see: https://docs.servicenow.com/bundle/orlando-platform-administration/page/administer/exporting-data/concept/query-parameters-display-value.html
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 Name | Description | Required |
|---|---|---|
| id | Ticket System ID | Required |
| ticket_type | Ticket 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 Name | Description | Required |
|---|---|---|
| limit | The maximum number of tickets to retrieve. | Optional |
| ticket_type | Ticket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident". | Optional |
| query | The 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.html | Optional |
| offset | Starting record index to begin retrieving records from. | Optional |
| additional_fields | Additional fields to present in the War Room entry and incident context. | Optional |
| system_params | System parameters in the format: fieldname1=value;fieldname2=value. For example: "sysparm_display_value=al;&sysparm_exclude_reference_link=True" | Optional |
Context Output
| Path | Type | Description |
|---|---|---|
| Ticket.ID | string | The unique ticket identifier. |
| Ticket.Creator | string | A string field that indicates the user who created the ticket. |
| Ticket.CreatedOn | date | The date/time when the ticket was created. |
| Ticket.Assignee | string | Specifies the user assigned to complete the ticket. By default, this field uses a reference qualifier to only display users with the itil role. |
| Ticket.State | string | Status of the ticket. |
| Ticket.Summary | string | A human-readable title for the record. |
| Ticket.Number | string | The display value of the ticket. |
| Ticket.Active | boolean | Specifies whether work is still being done on a task or whether the work for the task is complete. |
| Ticket.AdditionalComments | Unknown | Comments about the task record. |
| Ticket.Priority | string | Specifies the ticket priority for the assignee. |
| Ticket.OpenedAt | date | The date/time when the ticket was first opened. |
| Ticket.Escalation | string | Indicates 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 ID Number Impact Urgency Severity Priority State Created On Created By Active Close Notes Close Code Description Opened At Resolved By Resolved At Short Description id INC0000001 1 - High 1 - High 1 - High 1 - Critical 7 - Closed 2018-08-24 18:24:13 pat false Closed before close notes were made mandatory Closed/Resolved by Caller User can't access email on mail.company.com. 2020-01-23 23:09:51 admin 2020-04-24 19:56:12 Can't read email id INC0000002 1 - High 1 - High 1 - High 1 - Critical 3 - On Hold 2018-08-13 22:30:06 pat true User can't get to any of his files on the file server. 2020-01-17 23:07:12 Network file shares access issue id INC0000003 1 - High 1 - High 1 - High 1 - Critical 2 - In Progress 2018-08-28 14:41:46 admin true I just moved from floor 2 to floor 3 and my laptop cannot connect to any wireless network. 2020-01-24 23:07:30 Wireless access is down in my area
servicenow-add-link
Adds a link to the specified ticket.
Base Command
servicenow-add-link
Input
| Argument Name | Description | Required |
|---|---|---|
| id | Ticket System ID. | Required |
| ticket_type | Ticket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident". | Optional |
| link | The actual link to publish in ServiceNow ticket, in a valid URL format, for example, http://www.demisto.com. | Required |
| post-as-comment | Whether to publish the link as comment on the ticket. Can be "true" or "false". If false will publish the link as WorkNote. | Optional |
| text | The 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 ID Number Impact Urgency Severity Priority State Created On Created By Active Description Opened At Short Description id INC0000040 2 - Medium 2 - Medium 2 - Medium 3 - Moderate 3 - On Hold 2020-01-26 00:43:54 admin true Seeing JavaScript error message on hiring page on Explorer and Firefox. 2020-01-26 00:42:45 JavaScript 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 Name | Description | Required |
|---|---|---|
| id | Ticket System ID. | Required |
| ticket_type | Ticket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident". | Optional |
| comment | Comment to add. | Required |
| post-as-comment | Whether 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 ID Number Impact Urgency Severity Priority State Created On Created By Active Description Opened At Short Description id INC0000040 2 - Medium 2 - Medium 2 - Medium 3 - Moderate 3 - On Hold 2020-01-26 00:43:54 admin true Seeing JavaScript error message on hiring page on Explorer and Firefox. 2020-01-26 00:42:45 JavaScript error on hiring page of corporate website
servicenow-upload-file
Uploads a file to the specified ticket.
Base Command
servicenow-upload-file
Input
| Argument Name | Description | Required |
|---|---|---|
| id | Ticket System ID. | Required |
| ticket_type | Ticket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident". | Optional |
| file_id | War Room entry ID that includes the file. | Required |
| file_name | Filename of the uploaded file to override the existing file name in the entry. | Optional |
Context Output
| Path | Type | Description |
|---|---|---|
| ServiceNow.Ticket.File.Filename | string | Name of the file. |
| ServiceNow.Ticket.File.Link | string | Download link for the file. |
| ServiceNow.Ticket.File.SystemID | string | System 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 Name | Description | Required |
|---|---|---|
| id | Record System ID. | Required |
| fields | Comma-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_name | The name of the table from which to get the record. | Required |
Context Output
| Path | Type | Description |
|---|---|---|
| ServiceNow.Record.ID | string | The unique record identifier for the record. |
| ServiceNow.Record.UpdatedBy | string | A string field that indicates the user who most recently updated the record. |
| ServiceNow.Record.UpdatedAt | date | A time-stamp field that indicates the date and time of the most recent update. |
| ServiceNow.Record.CreatedBy | string | A string field that indicates the user who created the record. |
| ServiceNow.Record.CreatedOn | date | A 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
ID asset_tag display_name sys_updated_by id P1000807 P1000807 - Apple MacBook Pro 17" system
servicenow-query-table
Queries the specified table in ServiceNow.
Base Command
servicenow-query-table
Input
| Argument Name | Description | Required |
|---|---|---|
| table_name | The name of the table to query | Required |
| limit | The maximum number of tickets to retrieve. | Optional |
| query | The 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.html | Optional |
| fields | Comma-separated list of table fields to display and output to the context, for example: name,tag,company. ID field is added by default. | Optional |
| offset | Starting record index to begin retrieving records from. | Optional |
| system_params | System parameters in the format: fieldname1=value;fieldname2=value. For example: "sysparm_display_value=al;&sysparm_exclude_reference_link=True" | Optional |
Context Output
| Path | Type | Description |
|---|---|---|
| ServiceNow.Results.ID | string | The unique record identifier for the record. |
| ServiceNow.Results.UpdatedBy | string | A string field that indicates the user who most recently updated the record. |
| ServiceNow.Results.UpdatedAt | date | A time-stamp field that indicates the date and time of the most recent update. |
| ServiceNow.Results.CreatedBy | string | A string field that indicates the user who created the record. |
| ServiceNow.Results.CreatedOn | date | A 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
ID asset_tag display_name sys_updated_by id P1000637 P1000637 - Apple MacBook Air 13" system id P1000412 P1000412 - Apple MacBook Pro 17" system id P1000563 P1000563 - Apple MacBook Pro 15" system id P1000626 P1000626 - Apple MacBook Air 13" system
servicenow-create-record
Creates a new record in the specified ServiceNow table.
Base Command
servicenow-create-record
Input
| Argument Name | Description | Required |
|---|---|---|
| table_name | The name of the table in which to create a record. | Required |
| fields | Fields and their values to create the record with, in the format: fieldname1=value;fieldname2=value;... | Optional |
| custom_fields | Custom (user defined) fields in the format: fieldname1=value;fieldname2=value;... | Optional |
| input_display_value | Flag that indicates whether to set field values using the display value or the actual value. True will treat the input value as the display value. False treats the input values as actual values. The default setting is false. | Optional |
For more information regarding the input_display_value Argument, please see: https://docs.servicenow.com/bundle/orlando-platform-administration/page/administer/exporting-data/concept/query-parameters-display-value.html
Context Output
| Path | Type | Description |
|---|---|---|
| ServiceNow.Record.ID | string | The unique record identifier for the record. |
| ServiceNow.Record.UpdatedBy | string | A string field that indicates the user who most recently updated the record. |
| ServiceNow.Record.UpdatedAt | date | A time-stamp field that indicates the date and time of the most recent update. |
| ServiceNow.Record.CreatedBy | string | A string field that indicates the user who created the record. |
| ServiceNow.Record.CreatedOn | date | A 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
CreatedAt CreatedBy ID UpdatedAt UpdatedBy 2020-05-10 09:04:27 admin id 2020-05-10 09:04:27 admin
servicenow-update-record
Updates a record in the specified ServiceNow table.
Base Command
servicenow-update-record
Input
| Argument Name | Description | Required |
|---|---|---|
| table_name | The name of the table to update the record in. | Required |
| id | The system ID of the ticket to update. | Required |
| fields | Fields and their values to update in the record, in the format: fieldname1=value;fieldname2=value;... | Optional |
| custom_fields | Custom (user defined) fields and their values to update in the record, in the format: fieldname1=value;fieldname2=value;... | Optional |
| input_display_value | Flag that indicates whether to set field values using the display value or the actual value. True will treat the input value as the display value. False treats the input values as actual values. The default setting is false. | Optional |
For more information regarding the input_display_value Argument, please see: https://docs.servicenow.com/bundle/orlando-platform-administration/page/administer/exporting-data/concept/query-parameters-display-value.html
Context Output
| Path | Type | Description |
|---|---|---|
| ServiceNow.Record.ID | string | The unique record identifier for the record. |
| ServiceNow.Record.UpdatedBy | string | A string field that indicates the user who most recently updated the record. |
| ServiceNow.Record.UpdatedAt | date | A time-stamp field that indicates the date and time of the most recent update. |
| ServiceNow.Record.CreatedBy | string | A string field that indicates the user who created the record. |
| ServiceNow.Record.CreatedOn | date | A 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
CreatedAt CreatedBy ID UpdatedAt UpdatedBy 2019-07-16 08:14:09 admin id 2020-05-09 19:08:42 system
servicenow-delete-record
Deletes a record in the specified ServiceNow table.
Base Command
servicenow-delete-record
Input
| Argument Name | Description | Required |
|---|---|---|
| table_name | The table name. | Required |
| id | The 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 Name | Description | Required |
|---|---|---|
| table_name | Table name | Required |
Context Output
| Path | Type | Description |
|---|---|---|
| ServiceNow.Field | string | Table 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 Name | Description | Required |
|---|---|---|
| computer_id | Query by computer sys_id. | Optional |
| computer_name | Query by computer name. | Optional |
| query | Query 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.html | Optional |
| asset_tag | Query by asset tag. | Optional |
| limit | Maximum number of query results. Default is 10. | Optional |
| offset | Starting record index to begin retrieving records from. | Optional |
Context Output
| Path | Type | Description |
|---|---|---|
| ServiceNow.Computer.ID | string | Computer system ID. |
| ServiceNow.Computer.AssetTag | string | Computer Asset tag. |
| ServiceNow.Computer.Name | string | Computer name. |
| ServiceNow.Computer.DisplayName | string | Computer display name. |
| ServiceNow.Computer.SupportGroup | string | Computer support group. |
| ServiceNow.Computer.OperatingSystem | string | Computer operating system. |
| ServiceNow.Computer.Company | string | Computer company system ID. |
| ServiceNow.Computer.AssignedTo | string | Computer assigned to user system ID. |
| ServiceNow.Computer.State | string | Computer state. |
| ServiceNow.Computer.Cost | string | Computer cost. |
| ServiceNow.Computer.Comments | string | Computer 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
ID Asset Tag Name Display Name Operating System Company Assigned To State Cost id P1000412 MacBook Pro 17" P1000412 - MacBook Pro 17" Mac OS 10 (OS/X) admin admin In use 2499.99 USD
servicenow-query-groups
Queries the sys_user_group table in ServiceNow.
Base Command
servicenow-query-groups
Input
| Argument Name | Description | Required |
|---|---|---|
| group_id | Query by group system ID. | Optional |
| group_name | Query by group name. | Optional |
| query | Query 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.html | Optional |
| limit | Maximum number of query results. Default is 10. | Optional |
| offset | Starting record index to begin retrieving records from. | Optional |
Context Output
| Path | Type | Description |
|---|---|---|
| ServiceNow.Group.ID | string | Group system ID. |
| ServiceNow.Group.Description | string | Group description. |
| ServiceNow.Group.Name | string | Group name. |
| ServiceNow.Group.Manager | string | Group manager system ID. |
| ServiceNow.Group.Updated | date | Date/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 Name | Description | Required |
|---|---|---|
| user_id | Query by user system ID. | Optional |
| user_name | Query by username. | Optional |
| query | Query 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.html | Optional |
| limit | Maximum number of query results. Default is 10. | Optional |
| offset | Starting record index to begin retrieving records from. | Optional |
Context Output
| Path | Type | Description |
|---|---|---|
| ServiceNow.User.ID | string | User system ID. |
| ServiceNow.User.Name | string | User name (first and last). |
| ServiceNow.User.UserName | string | User username. |
| ServiceNow.User.Email | string | User email address. |
| ServiceNow.User.Created | date | Date/time the user was created. |
| ServiceNow.User.Updated | date | Date/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
ID Name User Name Created Updated id Sean Bonnet sean.bonnet sean.bonnet@example.com 2012-02-18 03:04:50 2020-04-25 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 Name | Description | Required |
|---|---|---|
| label | The table label, for example: Asset, Incident, IP address, and so on. | Required |
| limit | Maximum number of query results. Default is 10. | Optional |
| offset | Starting record index to begin retrieving records from. | Optional |
Context Output
| Path | Type | Description |
|---|---|---|
| ServiceNow.Table.ID | string | Table system ID. |
| ServiceNow.Table.Name | string | Table name to use in commands, for example: alm_asset. |
| ServiceNow.Table.SystemName | string | Table 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
ID Name System Name id cmdb_ci_lb_ace CMDB 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 Name | Description | Required |
|---|---|---|
| id | Ticket System ID. | Required |
| limit | Maximum number of ticket notes. Default is 10. | Optional |
| offset | Offset of the ticket notes. | Optional |
Context Output
| Path | Type | Description |
|---|---|---|
| ServiceNow.Ticket.ID | string | Ticket ID. |
| ServiceNow.Ticket.Note.Value | unknown | Ticket note value. |
| ServiceNow.Ticket.Note.CreatedOn | date | Date/time the ticket note was created. |
| ServiceNow.Ticket.Note.CreatedBy | string | User that created the ticket note. |
| ServiceNow.Ticket.Note.Type | string | Ticket 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
Value Created On Created By Type JavaScript error (line 202) on the home page. Not sure what is
going on, does not happen on my Windows machine!2020-01-26 00:43:54 admin Comment Added an attachment 2020-04-17 23:12:43 admin Comment [code]demsito_link[/code] 2020-05-10 09:04:15 admin Work Note Nice work! 2020-05-10 09:04:18 admin Work 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 Name | Description | Required |
|---|---|---|
| id | Ticket System ID. | Required |
| tag_id | Tag system ID. Can be retrieved using the "!servicenow-query-table table_name=label fields=name,active,sys_id" command. | Required |
| title | Tag title. For example: "Incident - INC000001". | Required |
| ticket_type | Ticket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident". | Optional |
Context Output
| Path | Type | Description |
|---|---|---|
| ServiceNow.Ticket.ID | String | The unique ticket identifier. |
| ServiceNow.Ticket.TagTitle | String | Ticket tag title. |
| ServiceNow.Ticket.TagID | String | Ticket tag ID. |
servicenow-query-items
Queries the sc_cat_item table in ServiceNow.
Base Command
servicenow-query-items
Input
| Argument Name | Description | Required |
|---|---|---|
| name | Query by name. Does not require an exact match. | Optional |
| offset | Starting record index to begin retrieving records from. | Optional |
| limit | Maximum number of query results. Default is 10. | Optional |
Context Output
| Path | Type | Description |
|---|---|---|
| ServiceNow.CatalogItem.ID | String | Catalog item system ID. |
| ServiceNow.CatalogItem.Name | String | Catalog item name. |
| ServiceNow.CatalogItem.Description | String | Catalog item description. |
| ServiceNow.CatalogItem.Price | Number | Catalog 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
ID Name Price Description id Standard Laptop 1100 Lenovo - Carbon x1 id Development Laptop (PC) 1100 Dell XPS 13
servicenow-get-item-details
Retrieves item details by system ID.
Base Command
servicenow-get-item-details
Input
| Argument Name | Description | Required |
|---|---|---|
| id | Catalog item system ID. | Required |
Context Output
| Path | Type | Description |
|---|---|---|
| ServiceNow.CatalogItem.ID | String | Catalog item system ID. |
| ServiceNow.CatalogItem.Name | String | Catalog item name. |
| ServiceNow.CatalogItem.Description | String | Catalog item description. |
| ServiceNow.CatalogItem.Price | Number | Catalog item price. |
| ServiceNow.CatalogItem.Variables.Mandatory | Boolean | Is the variable mandatory as part of the ordering process. |
| ServiceNow.CatalogItem.Variables.Name | String | A name to identify the question. |
| ServiceNow.CatalogItem.Variables.Question | String | Question to ask users ordering the catalog item. |
| ServiceNow.CatalogItem.Variables.Type | String | The 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
ID Name Description id Development Laptop (PC) Dell XPS 13 Item Variables
Question Type Name Mandatory What size solid state drive do you want? Multiple Choice hard_drive false Please specify an operating system Multiple Choice requested_os false
servicenow-create-item-order
Orders the specified catalog item.
Base Command
servicenow-create-item-order
Input
| Argument Name | Description | Required |
|---|---|---|
| id | Catalog item system ID. | Required |
| quantity | Quantity of the item to order. | Required |
| variables | If 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
| Path | Type | Description |
|---|---|---|
| ServiceNow.OrderRequest.ID | String | Generated request system ID. |
| ServiceNow.OrderRequest.RequestNumber | String | Number 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
ID Request Number id REQ0010004
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 Name | Description | Required |
|---|---|---|
| queue_id | Queue ID. Can be retrieved using the "!servicenow-query-table table_name=awa_queue fields=name,number,order" command. | Required |
| document_table | Document table. | Optional |
| document_id | Document ID. | Required |
Context Output
| Path | Type | Description |
|---|---|---|
| ServiceNow.WorkItem.WorkItemID | String | Unique ID of the work item assigned to the queue. |
| ServiceNow.WorkItem.DocumentTable | String | Name of the table associated with the document |
| ServiceNow.WorkItem.DocumentID | String | Unique ID of the document to be routed to the queue. |
| ServiceNow.WorkItem.QueueID | String | Unique ID of the queue on which to route a document. |
| ServiceNow.WorkItem.DisplayName | String | Name of the document to be routed by this work item, for example: case record. |