ServiceNow

Procedures and concepts for the ServiceNow integration.

The following documentation is for ServiceNow v2.0.0 (BDK).

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.

Prerequisites

1. Required Books

The following Book(s) need to be added to your agent so it can learn and understand the automation procedures defined within them:

• ServiceNow

How to Add the Book(s)

1. Go to Books → All Books.

2. Search for the name of the book and click on it.

3. Click on Install or Add Connection to add the book to your agent.

4. If adding a connection, you'll be prompted for connectivity details.

Connectivity

This section outlines the available methods for connecting to the Book, along with the required configuration details for each.

This books supports the connectivity methods described in this section.In here you will find information about what information is required in order to employ each method.

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

Procedures

to create a (record) in a table name

Creates a new record in a ServiceNow account.

Input Concepts

Concept	Description	Type	Required	Default Value
record	The ServiceNow Record object to be created.	servicenow record	Yes	(no default)
table name	The table name in which the record will be created.	text	Yes	(no default)

Output Concepts

Concept	Description	Type
record	A ServiceNow Record object representing the newly created record.	servicenow record

Examples

Create a new incident in the 'incident' table with the specified attributes.

create a json
use the above as the incident
set the incident's "short_description" to "Test Incident"
set the incident's "urgency" to "1"
set the incident's "impact" to "1"
create the incident in "incident"

to delete some records

Deletes records from ServiceNow using batch processing.

Input Concepts

Concept	Description	Type	Required	Default Value
records	The records to be deleted.	servicenow record	Yes	(no default)

Examples

Delete incidents in the 'incident' table.

...
use the above as the records
delete the records

to retrieve some (records) from servicenow

FILTER - CAPABLE

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

Input Concepts

Concept	Description	Type	Required	Default Value
table name	The table name from which to retrieve records.	text	Yes	(no default)
limit	The limit of objects brought by the call.	text	No	(no default)

Output Concepts

Concept	Description	Type
records	List of ServiceNow Records based on the specified filters.	servicenow record

Examples

Retrieve all incidents from the 'incident' table.

retrieve some records from servicenow
    the table name is "incident"

Retrieve all incidents from the 'incident' table whose number is 'INC0010001'.

retrieve some records from servicenow whose number is "INC0010001"
    the table name is "incident"

Retrieve all incidents from the 'incident' table whose created date is after '2022-01-01'.

the date is "2024-02-25T12:30:00Z"
get the date as a datetime
use the above as the target
retrieve some records from servicenow whose "sys_created_on" is greater than the target
    the table name is "incident"

Retrieve 5 incidents from the 'incident' table.

retrieve some records from servicenow
    the table name is "incident"
    the limit is "5"

to update a record

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

Input Concepts

Concept	Description	Type	Required	Default Value
record	The ServiceNow Record object to be updated.	servicenow record	Yes	(no default)

Output Concepts

Concept	Description	Type
answer	The updated record from ServiceNow.	servicenow record

Examples

Update an incident in the 'incident' table with the specified attributes.

...
use the above as the record
set the record's "short_description" to "Updated Incident"
set the record's urgency to "2"
set the record's impact to "2"
update the record

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]