Servicenow

Introduction

This manual is designed to assist users in leveraging the powerful capabilities of Kognitos to automate tasks, manage data, and streamline operations within ServiceNow. Whether you're looking to automate incident management, report generation, or any other ServiceNow functionality, this guide provides the foundational knowledge and step-by-step instructions to achieve your objectives efficiently.

What is ServiceNow?

ServiceNow is a cloud-based platform that provides software as a service (SaaS) for technical management support. It specializes in IT services management (ITSM), IT operations management (ITOM), and IT business management (ITBM), enabling organizations to manage digital workflows for enterprise operations. ServiceNow's extensive suite of applications and features facilitates automation, integration, and streamlining of business processes.

Why Integrate ServiceNow with Kognitos?

Integrating ServiceNow with Kognitos opens up a realm of possibilities for enhancing efficiency, accuracy, and speed in managing IT services and operations. By leveraging Kognitos's natural language processing capabilities, users can automate ServiceNow tasks, such as creating incidents, updating records, and retrieving data, without deep technical knowledge of programming or ServiceNow's API. This integration not only reduces manual effort but also minimizes errors, ensuring more reliable and consistent outcomes.

Section 1: Setting Up

This section provides detailed instructions on how to establish a connection between Kognitos and your ServiceNow instance. It covers the initial setup process, including how to authenticate and ensure your connection is secure.

1.1 Connecting to ServiceNow

To begin using ServiceNow with Kognitos, you must first establish a connection to your ServiceNow instance. This involves specifying your ServiceNow instance's subdomain, along with your authentication credentials.

Example:

connect to servicenow with #
    the servicenow instance is "dev12345"
    the servicenow username is "admin"
    the servicenow password is "admin123"

Steps:

1. Identify Your ServiceNow Instance: Your ServiceNow instance is typically the subdomain of your ServiceNow URL. For example, if your ServiceNow URL is https://dev12345.service-now.com, your instance is dev12345.
2. Gather Your Credentials: You will need a valid username and password that have been granted access to the ServiceNow instance.
3. Use the Kognitos Syntax: Follow the Kognitos syntax as shown in the example to input your instance, username, and password.

1.2 Authentication and Security

Ensuring the security of your ServiceNow credentials is crucial. When connecting to ServiceNow through KOG, it's important to follow best practices for authentication and credential management.

Best Practices:

• Secure Storage: Store your credentials securely using encryption or a secure vault system. Avoid hardcoding credentials directly in scripts.
• Permission Management: Use a dedicated ServiceNow user account with the least privileges necessary for the tasks you intend to automate with KOG. This minimizes potential damage in case of a security breach.
• Regular Updates: Regularly update your passwords and review your account's access level to ensure it's still in line with the principle of least privilege.
• Monitoring and Auditing: Enable logging and monitoring for your ServiceNow instance to track usage and detect unauthorized access attempts.

---

Section 2: Retrieving Data from ServiceNow

This section guides you through the process of fetching data from your ServiceNow instance using KOG. It covers basic data retrieval, including fetching specific records or lists of records, and introduces advanced techniques for using filters and retrieving specific attributes.

2.1 Getting Information from ServiceNow

To retrieve information from ServiceNow, you need to specify what type of data you're interested in. This could range from incidents and problems to users and tasks. KOG allows you to specify your criteria in a straightforward manner.

Basic Examples:

• Fetching a Specific Incident:

  get ServiceNow's incident where #
      the number is "INC0012345"
  
  

  This example demonstrates how to retrieve a specific incident by its number.

• Fetching Incidents with Specific Criteria:

  get ServiceNow's incidents where #
      the state is "New"
      the assignment group is "Network Support"
  
  

  This example shows how to retrieve a list of incidents that are in the "New" state and assigned to the "Network Support" group.

2.2 Advanced Data Retrieval

For more complex data retrieval needs, KOG supports the use of filters and the ability to fetch specific attributes from ServiceNow objects.

Using Filters:

Filters allow you to narrow down your search to find exactly what you're looking for. You can specify fields such as 'number', 'state', or 'assignment group' to filter the records.

Fetching Specific Attributes:

Sometimes, you may only need a specific piece of information from a ServiceNow object, such as an incident ID or priority.

• Fetching an Incident ID:

  get the servicenowobj
  get servicenowobj's incident ID #
  
  

  This example retrieves the ID of a specified ServiceNow object.

• Fetching an Incident's Priority:

  get the servicenowobj
  get servicenowobj's priority #
  
  

  This example fetches the priority of a specified ServiceNow object.

  ---

  Section 3: Manipulating Data in ServiceNow

  This section delves into how you can use KOG to create, update, and delete records in ServiceNow. It provides a comprehensive guide on manipulating data, ensuring you can automate a wide range of tasks efficiently.

  3.1 Creating Records

  Creating records in ServiceNow through KOG allows for automation of tasks such as incident reporting, task creation, and more. This process involves specifying the type of record and providing necessary details.
  Example: Creating an Incident

  connect to ServiceNow with
      the username is "<username>"
      the password is "<password>"
      the instance is "<instance>"
  create an incident in ServiceNow with #
      the short description is "Network outage in Building 1"
      the urgency is "1 - High"
  
  

  This example demonstrates how to create a new incident record with a short description and urgency level.
  Steps:

  1. Specify Record Type: Determine the type of record you want to create (e.g., incident, problem, task).
  2. Provide Record Details: Include all necessary details for the record, such as description, urgency, and any other required fields.
  3. Use KOG Syntax: Follow the KOG syntax for creating records, as shown in the example.

  3.2 Updating Records

  Updating existing records in ServiceNow via KOG can be crucial for maintaining accurate and current data. This might involve changing the status of an incident, updating task assignments, or modifying user details.
  Examples: Updating Records

  • Updating an Incident:

    update an incident in ServiceNow with #
        the status is "Resolved"
        whose number is "INC0012345"
    
    

    This example updates the status of a specific incident to "Resolved."

  • Updating a Task:

    update a task in ServiceNow with #
        the assignment group is "Network Support"
        whose number is "TASK0012345"
    
    

    This example changes the assignment group of a specific task.
    Steps:

  1. Identify the Record: Use identifiers (e.g., incident number) to specify the record you wish to update.
  2. Specify Changes: Clearly define what changes need to be made to the record.
  3. Apply Filters: Use filters to narrow down the record(s) if necessary.

  3.3 Deleting Records

  Deleting records should be done with caution. KOG allows for the deletion of specific records in ServiceNow, such as incidents or problems, based on provided identifiers.
  Examples: Deleting Records

  • Deleting an Incident:

    delete an incident in servicenow whose number is "INC0012345" #
    
    

    This example deletes a specific incident based on its number.

  • Deleting a Problem:

    delete a problem in servicenow whose number is "PRB678910" #
    
    

    This example deletes a specific problem record.
    Steps:

  1. Specify Record Type: Determine the type of record you wish to delete.
  2. Provide Identifiers: Use specific identifiers (e.g., incident number) to ensure accuracy.
  3. Confirm Deletion: Always double-check before deleting records to prevent accidental data loss.