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ServiceNow

Use the ServiceNow activity to automate work in ServiceNow, and integrate ServiceNow with other activities. Boltic has built-in support for a wide range of ServiceNow features, including creating, deleting, updating tickets, retrieving records, and more.

ServiceNow Secrets​

Prerequisites​

  • Create a ServiceNow account.

Supported Authentication Methods​

  • Basic Authentication (Username and Password)

Refer to ServiceNow's REST API documentation for more information about the service.

Using Basic Authentication​

To configure this secret, you'll need:

  1. Instance URL:
    • This is the URL of your ServiceNow instance (e.g., https://your-instance.service-now.com).
    • Log in to your ServiceNow account.
    • Navigate to User Profile to obtain the instance URL.
  2. Username:
    • The username of an account with API access.
    • Typically, this is the same as your ServiceNow login username.
  3. Password:
    • The password associated with the username.
    • Ensure the account has appropriate permissions for API operations.

Basic Operations​

Incident Management​

Create a Ticket (Incident)​

  • Operation: Creates a new incident in ServiceNow.
  • API Endpoint: /api/now/table/incident
  • Required Parameters:
    • short_description: Brief description of the incident.
    • caller_id: The ID of the user reporting the incident.
    • priority: Priority of the incident (e.g., 1 - Critical, 2 - High).
  • Optional Parameters:
    • description: Detailed description of the incident.
    • category: Category of the incident (e.g., inquiry, software, hardware).
    • assignment_group: The group responsible for resolving the incident.
  • Response:
    • Returns the created incident record, including the sys_id for reference.

Delete a Ticket (Incident)​

  • Operation: Deletes an existing incident in ServiceNow.
  • API Endpoint: /api/now/table/incident/{sys_id}
  • Required Parameters:
    • sys_id: The unique identifier of the incident to delete.
  • Response:
    • Confirms deletion or provides an error message if the deletion fails.

Record Management​

Retrieve a Record​

  • Operation: Retrieves a specific record from any table in ServiceNow.
  • API Endpoint: /api/now/table/{table_name}/{sys_id}
  • Required Parameters:
    • table_name: The name of the table to query (e.g., incident, task).
    • sys_id: The unique identifier of the record to retrieve.
  • Response:
    • Returns the specified record from the table.

Update a Record​

  • Operation: Updates an existing record in ServiceNow.
  • API Endpoint: /api/now/table/{table_name}/{sys_id}
  • Required Parameters:
    • table_name: The name of the table where the record exists.
    • sys_id: The unique identifier of the record to update.
    • Any field values that need to be updated (e.g., short_description, state).
  • Response:
    • Returns the updated record details.