ServiceNow

Overview of the ServiceNow integration.

The following documentation is for ServiceNow v2.0.0.

Overview

ServiceNow is an enterprise IT service management platform that automates and streamlines business processes. This integration enables automated ticket creation, incident management, change requests, and IT workflow automation. Improve service delivery and operational efficiency through automated IT processes.

Setup

The following integrations need to be connected to your Kognitos workspace:

• ServiceNow

Steps

Follow these steps to connect the integration in Kognitos:

1

Navigate

Using the left navigation menu, go to Integrations → Explore Integrations.

2

Find

Search for the integration and click on it.

3

Connect

Click on Connect to add a connection to the integration.

4

Configure

Add a name for the connection. You'll be prompted for authentication details if needed. Then, click on Connect.

Authentication

Use one of the following authentication methods to connect this integration in Kognitos. Each method has its own configuration requirements.

Connect using Instance, Username and Password

Connects to a ServiceNow instance using the provided credentials.

Label	Description	Type
Instance	The instance ID for the ServiceNow instance.	text
Username	The username to log in to the ServiceNow account.	text
Password	The password to log in to the ServiceNow account.	sensitive

Actions

The following actions are available in the ServiceNow integration:

1. Create a record in a table name

Creates a new record in a ServiceNow account.

2. Delete some records

Deletes records from ServiceNow using batch processing.

3. Retrieve some records from servicenow

Retrieves a list of ServiceNow records based on the specified filters.

4. Update a record

Updates a record in ServiceNow, identified by its incident number, with specified attributes and their new values.

Concepts

Servicenow record

A dataclass for ServiceNow record.

Field Name	Description	Type
short_description	The short description of the record.	optional[text]
description	The description of the record.	optional[text]
caller_id	The caller ID of the record.	optional[text]
category	The category of the record.	optional[text]
subcategory	The subcategory of the record.	optional[text]
contact_type	The contact type of the record.	optional[text]
assignment_group	The assignment group of the record.	optional[text]
assigned_to	The assigned to of the record.	optional[text]
priority	The priority of the record.	optional[text]
severity	The severity of the record.	optional[text]
impact	The impact of the record.	optional[text]
urgency	The urgency of the record.	optional[text]
location	The location of the record.	optional[text]
business_service	The business service of the record.	optional[text]
cmdb_ci	The CMDB CI of the record.	optional[text]
comments	The comments of the record.	optional[text]
additional_comments	The additional comments of the record.	optional[text]
watch_list	The watch list of the record.	optional[list of text]
upon_reject	The upon reject of the record.	optional[text]
notify	The notify of the record.	optional[text]
number	The number of the record.	optional[text]
sys_id	The sys ID of the record.	optional[text]
sys_created_on	The sys created on of the record.	optional[text]
table_name	The table name of the record.	optional[text]
parent	The parent of the record.	optional[text]
made_sla	The made SLA of the record.	optional[text]
sys_updated_on	The sys updated on of the record.	optional[text]
sys_updated_by	The sys updated by of the record.	optional[text]
approval_history	The approval history of the record.	optional[text]
opened_by	The opened by of the record.	optional[text]
work_end	The work end of the record.	optional[text]
approval_set	The approval set of the record.	optional[text]
wf_activity	The workflow activity of the record.	optional[text]
work_notes	The work notes of the record.	optional[text]
correlation_display	The correlation display of the record.	optional[text]
delivery_task	The delivery task of the record.	optional[text]
work_start	The work start of the record.	optional[text]
additional_assignee_list	The additional assignee list of the record.	optional[text]
calendar_duration	The calendar duration of the record.	optional[text]
close_notes	The close notes of the record.	optional[text]
sys_class_name	The sys class name of the record.	optional[text]
closed_by	The closed by of the record.	optional[text]
follow_up	The follow up of the record.	optional[text]
company	The company of the record.	optional[text]
reassignment_count	The reassignment count of the record.	optional[text]
activity_due	The activity due of the record.	optional[text]
approval	The approval of the record.	optional[text]
sla_due	The SLA due of the record.	optional[text]
comments_and_work_notes	The comments and work notes of the record.	optional[text]
due_date	The due date of the record.	optional[text]
sys_mod_count	The sys mod count of the record.	optional[text]
sys_tags	The sys tags of the record.	optional[text]
escalation	The escalation of the record.	optional[text]
upon_approval	The upon approval of the record.	optional[text]
correlation_id	The correlation ID of the record.	optional[text]
other_fields	Additional fields not explicitly mapped.	optional[json]