ServiceNow

Publisher: Splunk
Connector Version: 2.6.1
Product Vendor: ServiceNow
Product Name: ServiceNow
Product Version Supported (regex): ".*"
Minimum Product Version: 6.2.1

This app integrates with ServiceNow to perform investigative and generic actions

Notes

• Asset Configuration Parameter

  • on_poll_table: Table to ingest issues from.

  • on_poll_filter: Filter to use with On Poll separated by '^' (e.g. description=This is a test^assigned_to=test.name).

  • first_run_container: Maximum containers to ingest for the first run of scheduled polling.

  • max_container: Maximum containers to ingest for subsequent runs of scheduled polling.

  • severity: Custom severity of the ingested artifact.

    • Using Custom Severities on Ingested Data

      • If you decide to use custom severities to apply to Containers and Artifacts ingested via On Poll, then you must make sure that the automation user you use has the correct permissions.

      • By default, the automation user is selected to run the ServiceNow ingestion action. (See Asset Configuration > Asset Settings > Advanced ) The automation user does NOT have access to view or edit System Settings , which includes the permission to view the custom severities on your instance. This will cause your On Poll action to fail since your user cannot pull the custom severities on your instance.

      • In order to solve this problem, you must create a user of type Automation and assign this user a Role that has permissions to view or edit System Settings ( Administration > User Management > Users > + User button on the top right corner). Then, choose this user in your ServiceNow Asset Settings under Advanced and you will be able to successfully apply custom severities to your ingested data.

        Administration > User Management > Users > + User

        Administration > User Management > Roles & Permissions > + Role

        Asset Settings > Advanced

      • In order to use the custom severity it is necessary to create a severity over ( Administration > Event Settings > Severity ). If custom severity has not been provided in the asset configuration, then the default severity from " Administration > Event Settings > Severity " will be considered.

• The functioning of On Poll

  • On Poll ingests the details of the tickets/records of a table provided by the user. An ingested container's name will be set to the 'short_description' of the ticket/record. If the ticket/record does not have any short_description then a default name will be given to the container.

  • Two ways of polling

    • Manual polling

      • The application will fetch the number of tickets/records controlled by the container_count parameter set in the Poll Now window.
      • Tickets/records can be restricted by providing a filter in the configuration parameter.

    • Scheduled Polling

      • The application will fetch the number of tickets/records, controlled by the 'first_run_container' configuration parameter for the first run of Scheduled Polling and by the 'max_container' configuration parameter for the other runs of Scheduled Polling. Each poll will ingest tickets/records which have been created or updated since the previous run of Scheduled Polling.

• Specific functionality of ServiceNow On Poll

  • When the app is installed with Python version 3 and if the data is ingested using On Poll with query A and label B, it will list down the containers accordingly. If the ticket that is already ingested is updated, and then if the On Poll is executed again with the same label i.e. label B and with the same query A, it will not update the container properties but will add the updated ticket as an artifact in the already created container.

• The functioning of Test Connectivity

  • Case 1: If Client ID & Client Secret are provided:

    • Step1: While running the test connectivity, the system will check if the refresh token is present or not in the state file.
    • Step2(a): If a refresh token is present then the system will make the API call to fetch a new token. Using new token the test connectivity will get passed.
    • Step2(b): If the refresh token is not present then the system will check for the Username and Password. Using Username & Password system will make an API call to fetch a new token and test connectivity will get passed.
    • Step3: If the refresh token is not present and Username and Password are not provided then the system will return an error and the action will fail.

  • Case 2: If Client ID & Client Secret are not provided:

    • Step1: While running the test connectivity, System will check if the Username and Password are provided or not.
    • Step2: If Username & Password are provided then the system will get authenticated and test connectivity will get passed.
    • Step3: If the Username & Password are not provided then the system will return an error and the action will fail.

• In order to use the app actions, a user must have these roles itil, sn_request_write, and catalog. In some actions, the user can also provide the table name as input in that case the user must have the role/permission to access that table.

Port Information

The app uses HTTP/ HTTPS protocol for communicating with the ServiceNow server. Below are the default ports used by Splunk SOAR.

SERVICE NAME	TRANSPORT PROTOCOL	PORT
http	tcp	80
https	tcp	443

Configuration variables

This table lists the configuration variables required to operate ServiceNow. These variables are specified when configuring a ServiceNow asset in Splunk SOAR.

VARIABLE	REQUIRED	TYPE	DESCRIPTION
username	optional	string	Username
timezone	optional	timezone	Timezone configured on ServiceNow
url	required	string	Device URL including the port, e.g. https://myservicenow.enterprise.com:8080
on_poll_table	optional	string	Table to ingest issues from
on_poll_filter	optional	string	Filter to use with On Poll separated by '^' (e.g. description=This is a test^assigned_to=test.name)
client_id	optional	string	Client ID. OAuth will be preferred if provided
client_secret	optional	password	Client Secret. Required with Client ID
password	optional	password	Password
first_run_container	optional	numeric	Max container (For first run of schedule polling)
max_container	optional	numeric	Max container (For other runs of schedule polling)
severity	optional	string	Severity to apply to Containers and Artifacts ingested via On Poll (Automation user must have System Settings permissions)

Supported Actions

test connectivity - Run a query on the device to test connection and credentials
add work note - Add a work note to a record
add comment - Add a comment to a record
describe service catalog - Fetches the details of a catalog
request catalog item - Requests a catalog item
describe catalog item - Fetches the details of a catalog item
list services - Get a list of items
list categories - Get a list of categories
list service catalogs - Get a list of catalogs
list tickets - Get a list of tickets/records
create ticket - Create a new ticket/record
get ticket - Get ticket/record information
update ticket - Update ticket/record information
get variables - Get variables for a ticket/record
run query - Gets object data according to the specified query
query users - Gets user data according to the specified query, username, or system ID
search sources - Search for records across multiple tables
on poll - Ingest tickets from SNOW

action: 'test connectivity'

Run a query on the device to test connection and credentials

Type: test
Read only: True

Action Parameters

No parameters are required for this action

Action Output

No Output

action: 'add work note'

Add a work note to a record

Type: generic
Read only: False

Users can provide a valid ticket number in the 'sys_id' parameter or check the 'is_sys_id' parameter and provide a valid SYS ID in the 'sys_id' parameter. Users can get the SYS ID value for any ticket from the results of the List Tickets action run. For 'work_note' parameter, users can provide new line(\n), single quote(\'), double quote(\") and backspace(\b) as escape sequences.

Action Parameters

PARAMETER	REQUIRED	DESCRIPTION	TYPE	CONTAINS
table_name	required	Table to query	string	servicenow table
id	required	SYS ID or ticket number of a record	string	servicenow ticket sysid servicenow ticket number
work_note	required	Work note to add	string
is_sys_id	optional	Whether the value provided in the ID parameter is SYS ID or ticket number	boolean

Action Output

DATA PATH	TYPE	CONTAINS	EXAMPLE VALUES
action_result.status	string		success failed
action_result.parameter.id	string	servicenow ticket sysid servicenow ticket number	1c832706732023002728660c4cf6a7b9
action_result.parameter.is_sys_id	boolean		True False
action_result.parameter.table_name	string	servicenow table	incident
action_result.parameter.work_note	string		check work note
action_result.data.*.acquisition_method	string
action_result.data.*.active	string		false
action_result.data.*.activity_due	string		UNKNOWN
action_result.data.*.additional_assignee_list	string
action_result.data.*.approval	string		Not Yet Requested
action_result.data.*.approval_history	string
action_result.data.*.approval_set	string
action_result.data.*.asset_tag	string		SW000077
action_result.data.*.assigned	string		2020-02-02 23:00:00
action_result.data.*.assigned_condition	string
action_result.data.*.assigned_to	string
action_result.data.*.assignment_group	string
action_result.data.*.beneficiary	string
action_result.data.*.business_duration	string		0 Seconds
action_result.data.*.business_service	string
action_result.data.*.business_stc	string		0
action_result.data.*.calendar_duration	string		1 Minute
action_result.data.*.calendar_stc	string		114
action_result.data.*.caller_id	string
action_result.data.*.caller_id.display_value	string		Test Name
action_result.data.*.caller_id.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/77ad8176731313005754660c4cf6a7de
action_result.data.*.category	string		Hardware
action_result.data.*.caused_by	string
action_result.data.*.checked_in	string
action_result.data.*.checked_out	string
action_result.data.*.child_incidents	string
action_result.data.*.ci	string
action_result.data.*.close_code	string		Solved (Permanently)
action_result.data.*.close_notes	string		This is not an issue with the USB port. Replaced the headset to resolve the issue.
action_result.data.*.closed_at	string		2018-12-09 19:29:08
action_result.data.*.closed_by	string
action_result.data.*.closed_by.display_value	string		System Administrator
action_result.data.*.closed_by.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441
action_result.data.*.cmdb_ci	string
action_result.data.*.comments	string		2019-10-15 03:31:23 - System Administrator (Additional comments) test12345 comment 2019-10-15 02:25:50 - System Administrator (Additional comments) This is a test123 comment 2019-10-10 06:00:48 - System Administrator (Additional comments) This is a test comment 2019-10-10 05:45:58 - System Administrator (Additional comments) This is a test comment
action_result.data.*.comments_and_work_notes	string		2019-10-15 03:56:58 - System Administrator (Work notes) check work note 2019-10-15 03:31:23 - System Administrator (Additional comments) test12345 comment 2019-10-15 02:27:07 - System Administrator (Work notes) This is a test123 work note 2019-10-15 02:25:50 - System Administrator (Additional comments) This is a test123 comment 2019-10-10 06:00:48 - System Administrator (Additional comments) This is a test comment 2019-10-10 05:54:52 - System Administrator (Work notes) This is a test work note 2019-10-10 05:45:58 - System Administrator (Additional comments) This is a test comment
action_result.data.*.company	string
action_result.data.*.company.display_value	string		ACME Corporation
action_result.data.*.company.link	string		https://dev78070.service-now.com/api/now/table/core_company/e7c1f3d53790200044e0bfc8bcbe5deb
action_result.data.*.contact_type	string
action_result.data.*.contract	string
action_result.data.*.correlation_display	string
action_result.data.*.correlation_id	string
action_result.data.*.cost	string		$590.00
action_result.data.*.cost_center	string
action_result.data.*.delivery_date	string
action_result.data.*.delivery_plan	string
action_result.data.*.delivery_task	string
action_result.data.*.department	string
action_result.data.*.depreciated_amount	string		$0.00
action_result.data.*.depreciation	string
action_result.data.*.depreciation_date	string
action_result.data.*.description	string		My computer is not detecting the headphone device. It could be an issue with the USB port.
action_result.data.*.display_name	string		SW000077 Test
action_result.data.*.disposal_reason	string
action_result.data.*.due	string
action_result.data.*.due_date	string
action_result.data.*.due_in	string
action_result.data.*.entitlement_condition	string
action_result.data.*.escalation	string		Normal
action_result.data.*.expected_start	string
action_result.data.*.expenditure_type	string
action_result.data.*.follow_up	string
action_result.data.*.gl_account	string
action_result.data.*.group_list	string
action_result.data.*.hold_reason	string
action_result.data.*.impact	string		2 - Medium
action_result.data.*.incident_state	string		Closed
action_result.data.*.install_date	string		2019-08-19 01:00:00
action_result.data.*.install_status	string		In use
action_result.data.*.invoice_number	string
action_result.data.*.is_merged_license	string		false
action_result.data.*.justification	string
action_result.data.*.knowledge	string		false
action_result.data.*.lease_id	string
action_result.data.*.license_key	string
action_result.data.*.location	string
action_result.data.*.made_sla	string		true
action_result.data.*.managed_by	string
action_result.data.*.merged_into	string
action_result.data.*.model.display_value	string		ASP.NET 2011
action_result.data.*.model.link	string		https://dev78070.service-now.com/api/now/table/cmdb_model/81bfae3f37601000deeabfc8bcbe5d2d
action_result.data.*.model_category.display_value	string		Software License
action_result.data.*.model_category.link	string		https://dev78070.service-now.com/api/now/table/cmdb_model_category/35bf2d4137101000deeabfc8bcbe5dbd
action_result.data.*.notify	string		Do Not Notify
action_result.data.*.number	string	servicenow ticket number	INC0000001
action_result.data.*.old_status	string
action_result.data.*.old_substatus	string
action_result.data.*.opened_at	string		2018-09-16 05:49:23
action_result.data.*.opened_by.display_value	string		System Administrator
action_result.data.*.opened_by.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441
action_result.data.*.order	string
action_result.data.*.order_date	string
action_result.data.*.owned_by	string
action_result.data.*.parent	string
action_result.data.*.parent_incident	string
action_result.data.*.po_number	string
action_result.data.*.pre_allocated	string		false
action_result.data.*.priority	string		3 - Moderate
action_result.data.*.problem_id	string
action_result.data.*.purchase_date	string
action_result.data.*.quantity	string		1
action_result.data.*.reassignment_count	string		0
action_result.data.*.reopen_count	string		0
action_result.data.*.reopened_by	string
action_result.data.*.reopened_time	string
action_result.data.*.request_line	string
action_result.data.*.resale_price	string		$0.00
action_result.data.*.reserved_for	string
action_result.data.*.residual	string		$0.00
action_result.data.*.residual_date	string
action_result.data.*.resolved_at	string		2018-09-16 05:51:17
action_result.data.*.resolved_by	string
action_result.data.*.resolved_by.display_value	string		System Administrator
action_result.data.*.resolved_by.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441
action_result.data.*.retired	string
action_result.data.*.retirement_date	string
action_result.data.*.rfc	string
action_result.data.*.rights	string		10
action_result.data.*.route_reason	string
action_result.data.*.salvage_value	string		$0.00
action_result.data.*.serial_number	string
action_result.data.*.service_offering	string
action_result.data.*.severity	string		3 - Low
action_result.data.*.short_description	string		My computer is not detecting the headphone device
action_result.data.*.skip_sync	string		false
action_result.data.*.sla_due	string		UNKNOWN
action_result.data.*.state	string		Closed
action_result.data.*.stockroom	string
action_result.data.*.subcategory	string
action_result.data.*.substatus	string
action_result.data.*.support_group	string
action_result.data.*.supported_by	string
action_result.data.*.sys_class_name	string		Incident
action_result.data.*.sys_created_by	string		admin
action_result.data.*.sys_created_on	string		2018-09-16 05:50:05
action_result.data.*.sys_domain.display_value	string		global
action_result.data.*.sys_domain.link	string	url	https://devtest.service-now.com/api/now/table/sys_user_group/global
action_result.data.*.sys_domain_path	string	domain	/
action_result.data.*.sys_id	string	servicenow ticket sysid md5	1c832706732023002728660c4cf6a7b9
action_result.data.*.sys_mod_count	string		17
action_result.data.*.sys_tags	string
action_result.data.*.sys_updated_by	string		admin
action_result.data.*.sys_updated_on	string		2019-10-15 03:56:58
action_result.data.*.task_effective_number	string		INC0010111
action_result.data.*.time_worked	string
action_result.data.*.u_short_description	string
action_result.data.*.universal_request	string
action_result.data.*.upon_approval	string		Proceed to Next Task
action_result.data.*.upon_reject	string		Cancel all future Tasks
action_result.data.*.urgency	string		2 - Medium
action_result.data.*.user_input	string
action_result.data.*.vendor.display_value	string		PRB000050 Test
action_result.data.*.vendor.link	string	url	https://dev78070.service-now.com/api/now/table/core_company/0e8b8e650a0a0b3b004f285ffbb1a4fc
action_result.data.*.warranty_expiration	string
action_result.data.*.watch_list	string
action_result.data.*.work_end	string
action_result.data.*.work_notes	string		2019-10-15 03:56:58 - System Administrator (Work notes) check work note 2019-10-15 02:27:07 - System Administrator (Work notes) This is a test123 work note 2019-10-10 05:54:52 - System Administrator (Work notes) This is a test work note
action_result.data.*.work_notes_list	string
action_result.data.*.work_start	string
action_result.summary	string
action_result.message	string		Added the work note successfully
summary.total_objects	numeric		1
summary.total_objects_successful	numeric		1

action: 'add comment'

Add a comment to a record

Type: generic
Read only: False

Users can provide a valid ticket number in the 'sys_id' parameter or check the 'is_sys_id' parameter and provide a valid SYS ID in the 'sys_id' parameter. Users can get the SYS ID value for any ticket from the results of the List Tickets action run. For 'comment' parameter, users can provide new line(\n), single quote(\'), double quote(\") and backspace(\b) as escape sequences.

Action Parameters

PARAMETER	REQUIRED	DESCRIPTION	TYPE	CONTAINS
table_name	required	Table to query	string	servicenow table
id	required	SYS ID or ticket number of a record	string	servicenow ticket sysid servicenow ticket number
comment	required	Comment to add	string
is_sys_id	optional	Whether the value provided in the ID parameter is SYS ID or ticket number	boolean

Action Output

DATA PATH	TYPE	CONTAINS	EXAMPLE VALUES
action_result.status	string		success failed
action_result.parameter.comment	string		test12345 comment
action_result.parameter.id	string	servicenow ticket sysid servicenow ticket number	1c832706732023002728660c4cf6a7b9 INC0000001
action_result.parameter.is_sys_id	boolean		True False
action_result.parameter.table_name	string	servicenow table	incident
action_result.data.*.acquisition_method	string
action_result.data.*.active	string		false
action_result.data.*.activity_due	string		UNKNOWN
action_result.data.*.additional_assignee_list	string
action_result.data.*.approval	string		Not Yet Requested
action_result.data.*.approval_history	string
action_result.data.*.approval_set	string
action_result.data.*.asset_tag	string		P1000479
action_result.data.*.asset_tracking_strategy	string		Leave to category
action_result.data.*.assigned	string		2018-07-29 00:00:00
action_result.data.*.assigned_condition	string
action_result.data.*.assigned_to	string
action_result.data.*.assigned_to.display_value	string		Miranda Hammitt
action_result.data.*.assigned_to.link	string		https://dev78070.service-now.com/api/now/table/sys_user/9a826bf03710200044e0bfc8bcbe5dad
action_result.data.*.assignment_group	string
action_result.data.*.barcode	string		G73SW-XN2
action_result.data.*.beneficiary	string
action_result.data.*.bundle	string		false
action_result.data.*.business_duration	string		0 Seconds
action_result.data.*.business_service	string
action_result.data.*.business_stc	string		0
action_result.data.*.calendar_duration	string		1 Minute
action_result.data.*.calendar_stc	string		114
action_result.data.*.caller_id	string
action_result.data.*.caller_id.display_value	string		Test Name
action_result.data.*.caller_id.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/77ad8176731313005754660c4cf6a7de
action_result.data.*.category	string		Hardware
action_result.data.*.caused_by	string
action_result.data.*.certified	string		false
action_result.data.*.checked_in	string
action_result.data.*.checked_out	string
action_result.data.*.child_incidents	string		1
action_result.data.*.ci	string
action_result.data.*.ci.display_value	string		MacBook Pro 15"
action_result.data.*.ci.link	string		https://dev78070.service-now.com/api/now/table/cmdb_ci/0ca96c0d3790200044e0bfc8bcbe5dc3
action_result.data.*.close_code	string		Solved (Permanently)
action_result.data.*.close_notes	string		This is not an issue with the USB port. Replaced the headset to resolve the issue.
action_result.data.*.closed_at	string		2018-12-09 19:29:08
action_result.data.*.closed_by	string
action_result.data.*.closed_by.display_value	string		System Administrator
action_result.data.*.closed_by.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441
action_result.data.*.cmdb_ci	string
action_result.data.*.cmdb_ci_class	string
action_result.data.*.cmdb_model_category	string		Computer
action_result.data.*.comments	string		2019-10-15 03:31:23 - System Administrator (Additional comments) test12345 comment 2019-10-15 02:25:50 - System Administrator (Additional comments) This is a test123 comment 2019-10-10 06:00:48 - System Administrator (Additional comments) This is a test comment 2019-10-10 05:45:58 - System Administrator (Additional comments) This is a test comment
action_result.data.*.comments_and_work_notes	string		2019-10-15 03:31:23 - System Administrator (Additional comments) test12345 comment 2019-10-15 02:27:07 - System Administrator (Work notes) This is a test123 work note 2019-10-15 02:25:50 - System Administrator (Additional comments) This is a test123 comment 2019-10-10 06:00:48 - System Administrator (Additional comments) This is a test comment 2019-10-10 05:54:52 - System Administrator (Work notes) This is a test work note 2019-10-10 05:45:58 - System Administrator (Additional comments) This is a test comment
action_result.data.*.company	string
action_result.data.*.company.display_value	string		ACME China
action_result.data.*.company.link	string		https://dev78070.service-now.com/api/now/table/core_company/81fdf9ebac1d55eb4cb89f136a082555
action_result.data.*.contact_type	string
action_result.data.*.correlation_display	string
action_result.data.*.correlation_id	string
action_result.data.*.cost	string		$1,799.99
action_result.data.*.cost_center	string
action_result.data.*.cost_center.display_value	string		IT
action_result.data.*.cost_center.link	string		https://dev78070.service-now.com/api/now/table/cmn_cost_center/d9d0a971c0a80a641c20b13d99a48576
action_result.data.*.delivery_date	string		2018-01-15 23:00:00
action_result.data.*.delivery_plan	string
action_result.data.*.delivery_task	string
action_result.data.*.department	string
action_result.data.*.department.display_value	string		IT
action_result.data.*.department.link	string		https://dev78070.service-now.com/api/now/table/cmn_department/221f79b7c6112284005d646b76ab978c
action_result.data.*.depreciated_amount	string		$968.47
action_result.data.*.depreciation	string
action_result.data.*.depreciation.display_value	string		SL 5 Years
action_result.data.*.depreciation.link	string		https://dev78070.service-now.com/api/now/table/cmdb_depreciation/0f21351437b03000158bbfc8bcbe5da8
action_result.data.*.depreciation_date	string		2018-02-28 23:00:00
action_result.data.*.description	string		My computer is not detecting the headphone device. It could be an issue with the USB port.
action_result.data.*.display_name	string		P1000479 - Apple MacBook Pro 15"
action_result.data.*.disposal_reason	string
action_result.data.*.due	string
action_result.data.*.due_date	string
action_result.data.*.due_in	string
action_result.data.*.entitlement_condition	string
action_result.data.*.escalation	string		Normal
action_result.data.*.expected_start	string
action_result.data.*.expenditure_type	string
action_result.data.*.flow_rate	string
action_result.data.*.follow_up	string
action_result.data.*.full_name	string
action_result.data.*.gl_account	string
action_result.data.*.group_list	string
action_result.data.*.hold_reason	string
action_result.data.*.impact	string		2 - Medium
action_result.data.*.incident_state	string		Closed
action_result.data.*.install_date	string		2018-02-27 23:00:00
action_result.data.*.install_status	string		In use
action_result.data.*.invoice_number	string
action_result.data.*.is_merged_license	string		false
action_result.data.*.justification	string
action_result.data.*.knowledge	string		false
action_result.data.*.lease_id	string
action_result.data.*.license_key	string
action_result.data.*.location	string
action_result.data.*.location.display_value	string		2500 West Daming Road, Shanghai
action_result.data.*.location.link	string		https://dev78070.service-now.com/api/now/table/cmn_location/8201c34fac1d55eb36e59da730b7d035
action_result.data.*.made_sla	string		true
action_result.data.*.main_component	string
action_result.data.*.managed_by	string
action_result.data.*.manufacturer.display_value	string		Asus
action_result.data.*.manufacturer.link	string		https://dev78070.service-now.com/api/now/table/core_company/a4bfed3737e3100044e0bfc8bcbe5dbe
action_result.data.*.merged_into	string
action_result.data.*.model.display_value	string		Apple MacBook Pro 15"
action_result.data.*.model.link	string		https://dev78070.service-now.com/api/now/table/cmdb_model/d501454f1b1310002502fbcd2c071334
action_result.data.*.model_category.display_value	string		Computer
action_result.data.*.model_category.link	string		https://dev78070.service-now.com/api/now/table/cmdb_model_category/81feb9c137101000deeabfc8bcbe5dc4
action_result.data.*.model_number	string		G73SW-XN2
action_result.data.*.name	string		G Series
action_result.data.*.notify	string		Do Not Notify
action_result.data.*.number	string	servicenow ticket number	INC0000001
action_result.data.*.old_status	string
action_result.data.*.old_substatus	string
action_result.data.*.opened_at	string		2018-09-16 05:49:23
action_result.data.*.opened_by.display_value	string		System Administrator
action_result.data.*.opened_by.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441
action_result.data.*.order	string
action_result.data.*.order_date	string		2017-12-22 23:00:00
action_result.data.*.owned_by	string
action_result.data.*.owner	string
action_result.data.*.parent	string
action_result.data.*.parent_incident	string
action_result.data.*.picture	string
action_result.data.*.po_number	string		PO100004
action_result.data.*.power_consumption	string
action_result.data.*.pre_allocated	string		false
action_result.data.*.priority	string		3 - Moderate
action_result.data.*.problem_id	string
action_result.data.*.product_catalog_item.display_value	string		Asus G Series
action_result.data.*.product_catalog_item.link	string		https://dev78070.service-now.com/api/now/table/sc_cat_item/7e87837237153000158bbfc8bcbe5df6
action_result.data.*.purchase_date	string		2018-01-05
action_result.data.*.quantity	string		1
action_result.data.*.rack_units	string		1
action_result.data.*.reassignment_count	string		0
action_result.data.*.reopen_count	string		0
action_result.data.*.reopened_by	string
action_result.data.*.reopened_time	string
action_result.data.*.request_line	string
action_result.data.*.resale_price	string		$0.00
action_result.data.*.reserved_for	string
action_result.data.*.residual	string		$831.52
action_result.data.*.residual_date	string		2020-11-08
action_result.data.*.resolved_at	string		2018-09-16 05:51:17
action_result.data.*.resolved_by	string
action_result.data.*.resolved_by.display_value	string		System Administrator
action_result.data.*.resolved_by.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441
action_result.data.*.retired	string
action_result.data.*.retirement_date	string
action_result.data.*.rfc	string
action_result.data.*.rights	string		600
action_result.data.*.salvage_value	string		$0.00
action_result.data.*.serial_number	string		BQP-854-D33246-GH
action_result.data.*.service_offering	string
action_result.data.*.severity	string		3 - Low
action_result.data.*.short_description	string		My computer is not detecting the headphone device
action_result.data.*.skip_sync	string		false
action_result.data.*.sla	string
action_result.data.*.sla_due	string		UNKNOWN
action_result.data.*.sound_power	string
action_result.data.*.state	string		Closed
action_result.data.*.status	string		In Production
action_result.data.*.stockroom	string
action_result.data.*.stockroom.display_value	string		San Diego North - Pickup/Dropoff
action_result.data.*.stockroom.link	string		https://dev78070.service-now.com/api/now/table/alm_stockroom/eaaa2b3f3763100044e0bfc8bcbe5de3
action_result.data.*.subcategory	string
action_result.data.*.substatus	string
action_result.data.*.support_group	string
action_result.data.*.supported_by	string
action_result.data.*.sys_class_name	string		Incident
action_result.data.*.sys_created_by	string		admin
action_result.data.*.sys_created_on	string		2018-09-16 05:50:05
action_result.data.*.sys_domain.display_value	string		global
action_result.data.*.sys_domain.link	string	url	https://devtest.service-now.com/api/now/table/sys_user_group/global
action_result.data.*.sys_domain_path	string	domain	/
action_result.data.*.sys_id	string	servicenow ticket sysid md5	1c832706732023002728660c4cf6a7b9
action_result.data.*.sys_mod_count	string		16
action_result.data.*.sys_tags	string
action_result.data.*.sys_updated_by	string		admin
action_result.data.*.sys_updated_on	string		2019-10-15 03:31:23
action_result.data.*.time_worked	string
action_result.data.*.type	string		Generic
action_result.data.*.u_short_description	string
action_result.data.*.upon_approval	string		Proceed to Next Task
action_result.data.*.upon_reject	string		Cancel all future Tasks
action_result.data.*.urgency	string		2 - Medium
action_result.data.*.user_input	string
action_result.data.*.vendor.display_value	string		Apple
action_result.data.*.vendor.link	string		https://dev78070.service-now.com/api/now/table/core_company/b7e9e843c0a80169009a5a485bb2a2b5
action_result.data.*.warranty_expiration	string		2021-02-27
action_result.data.*.watch_list	string
action_result.data.*.weight	string
action_result.data.*.work_end	string
action_result.data.*.work_notes	string		2019-10-15 02:27:07 - System Administrator (Work notes) This is a test123 work note 2019-10-10 05:54:52 - System Administrator (Work notes) This is a test work note
action_result.data.*.work_notes_list	string
action_result.data.*.work_start	string
action_result.summary	string
action_result.message	string		Added the comment successfully
summary.total_objects	numeric		1
summary.total_objects_successful	numeric		1

action: 'describe service catalog'

Fetches the details of a catalog

Type: investigate
Read only: True

Action Parameters

PARAMETER	REQUIRED	DESCRIPTION	TYPE	CONTAINS
sys_id	required	SYS ID of a catalog	string	servicenow catalog sys id md5
max_results	optional	Max number of service catalog items to return	numeric

Action Output

DATA PATH	TYPE	CONTAINS	EXAMPLE VALUES
action_result.status	string		success failed
action_result.parameter.max_results	numeric		100
action_result.parameter.sys_id	string	servicenow catalog sys id md5	aeed229047801200e0ef563dbb9a71c2
action_result.data.*.active	string		true
action_result.data.*.background_color	string		#FFFFFF
action_result.data.*.categories.*.active	string		true
action_result.data.*.categories.*.description	string		Propose a new Standard Change Template. Modify or Retire an existing Standard Change Template.
action_result.data.*.categories.*.entitlement_script	string
action_result.data.*.categories.*.header_icon	string
action_result.data.*.categories.*.homepage_image	string
action_result.data.*.categories.*.homepage_renderer	string
action_result.data.*.categories.*.homepage_renderer.link	string	url	https://devtest.service-now.com/api/now/table/sc_homepage_renderer/Default
action_result.data.*.categories.*.homepage_renderer.value	string	md5	Default
action_result.data.*.categories.*.icon	string
action_result.data.*.categories.*.image	string
action_result.data.*.categories.*.location	string
action_result.data.*.categories.*.mobile_hide_description	string		false
action_result.data.*.categories.*.mobile_picture	string
action_result.data.*.categories.*.mobile_subcategory_render_type	string		list
action_result.data.*.categories.*.module	string
action_result.data.*.categories.*.order	string		0
action_result.data.*.categories.*.parent	string
action_result.data.*.categories.*.parent.link	string	url	https://devtest.service-now.com/api/now/table/sc_category/b0fdfb01932002009ca87a75e57ffbe9
action_result.data.*.categories.*.parent.value	string	md5	b0fdfb01932002009ca87a75e57ffbe9
action_result.data.*.categories.*.roles	string
action_result.data.*.categories.*.sc_catalog.link	string	url	https://devtest.service-now.com/api/now/table/sc_catalog/e0d08b13c3330100c8b837659bba8fb4
action_result.data.*.categories.*.sc_catalog.value	string	md5	e0d08b13c3330100c8b837659bba8fb4
action_result.data.*.categories.*.show_in_cms	string		false
action_result.data.*.categories.*.sys_class_name	string		sc_category
action_result.data.*.categories.*.sys_created_by	string		admin
action_result.data.*.categories.*.sys_created_on	string		2015-06-24 04:53:17
action_result.data.*.categories.*.sys_id	string	servicenow category sys id md5	00728916937002002dcef157b67ffb6d
action_result.data.*.categories.*.sys_mod_count	string		1
action_result.data.*.categories.*.sys_name	string		Template Management
action_result.data.*.categories.*.sys_package.link	string	url	https://devtest.service-now.com/api/now/table/sys_package/fe3f01141b1400106cc640c6cc4bcbc1
action_result.data.*.categories.*.sys_package.value	string	md5	fe3f01141b1400106cc640c6cc4bcbc1
action_result.data.*.categories.*.sys_policy	string
action_result.data.*.categories.*.sys_scope.link	string	url	https://devtest.service-now.com/api/now/table/sys_scope/global
action_result.data.*.categories.*.sys_scope.value	string	md5	global
action_result.data.*.categories.*.sys_tags	string
action_result.data.*.categories.*.sys_update_name	string		sc_category_00728916937002002dcef157b67ffb6d
action_result.data.*.categories.*.sys_updated_by	string		admin
action_result.data.*.categories.*.sys_updated_on	string		2015-06-24 04:54:20
action_result.data.*.categories.*.title	string		Template Management
action_result.data.*.description	string		Service Catalog - IT Now
action_result.data.*.desktop_continue_shopping	string
action_result.data.*.desktop_home_page	string
action_result.data.*.desktop_image	string
action_result.data.*.editors	string
action_result.data.*.enable_wish_list	string		false
action_result.data.*.items.*.active	string		true
action_result.data.*.items.*.availability	string		on_desktop
action_result.data.*.items.*.billable	string		false
action_result.data.*.items.*.catalogs.*.active	boolean		True False
action_result.data.*.items.*.catalogs.*.sys_id	string	servicenow catalog sys id md5	e0d08b13c3330100c8b837659bba8fb4
action_result.data.*.items.*.catalogs.*.title	string		Service Catalog
action_result.data.*.items.*.category	string
action_result.data.*.items.*.category.link	string		https://dev78070.service-now.com/api/now/table/sc_category/00728916937002002dcef157b67ffb6d
action_result.data.*.items.*.category.sys_id	string	servicenow category sys id md5	00728916937002002dcef157b67ffb6d
action_result.data.*.items.*.category.title	string		Template Management
action_result.data.*.items.*.category.value	string		00728916937002002dcef157b67ffb6d
action_result.data.*.items.*.content_type	string
action_result.data.*.items.*.cost	string		0
action_result.data.*.items.*.custom_cart	string
action_result.data.*.items.*.delivery_plan	string
action_result.data.*.items.*.delivery_plan.link	string		https://dev78070.service-now.com/api/now/table/sc_cat_item_delivery_plan/523da512c611228900811a37c97c2014
action_result.data.*.items.*.delivery_plan.value	string		523da512c611228900811a37c97c2014
action_result.data.*.items.*.delivery_plan_script	string
action_result.data.*.items.*.delivery_time	string		1970-01-03 00:00:00
action_result.data.*.items.*.description	string		Request an existing Standard Change Template is made unavailable when it is no longer required or no longer acceptable as a Standard Change. This will be confirmed by your Change Management team.
action_result.data.*.items.*.display_price_property	string		non_zero
action_result.data.*.items.*.entitlement_script	string
action_result.data.*.items.*.group	string
action_result.data.*.items.*.hide_sp	string		true
action_result.data.*.items.*.icon	string		images/icons/catalog_item.gifx
action_result.data.*.items.*.ignore_price	string		true
action_result.data.*.items.*.image	string
action_result.data.*.items.*.kb_article	string
action_result.data.*.items.*.list_price	string		0
action_result.data.*.items.*.local_currency	string		USD
action_result.data.*.items.*.localized_price	string		$139.99
action_result.data.*.items.*.localized_recurring_price	string		$0.00
action_result.data.*.items.*.location	string
action_result.data.*.items.*.mandatory_attachment	string		true false
action_result.data.*.items.*.meta	string
action_result.data.*.items.*.mobile_hide_price	string		false
action_result.data.*.items.*.mobile_picture	string
action_result.data.*.items.*.mobile_picture_type	string		use_desktop_picture
action_result.data.*.items.*.model	string
action_result.data.*.items.*.model.link	string		https://dev78070.service-now.com/api/now/table/cmdb_model/15e8f8d537a01000deeabfc8bcbe5d46
action_result.data.*.items.*.model.value	string		15e8f8d537a01000deeabfc8bcbe5d46
action_result.data.*.items.*.name	string		Retire a Standard Change Template
action_result.data.*.items.*.no_attachment_v2	string		false
action_result.data.*.items.*.no_cart	string		false
action_result.data.*.items.*.no_cart_v2	string		false
action_result.data.*.items.*.no_delivery_time_v2	string		false
action_result.data.*.items.*.no_order	string		false
action_result.data.*.items.*.no_order_now	string		false
action_result.data.*.items.*.no_proceed_checkout	string		false
action_result.data.*.items.*.no_quantity	string		false
action_result.data.*.items.*.no_quantity_v2	string		false
action_result.data.*.items.*.no_search	string		false
action_result.data.*.items.*.no_wishlist_v2	string		false
action_result.data.*.items.*.omit_price	string		false
action_result.data.*.items.*.order	string		30
action_result.data.*.items.*.ordered_item_link	string
action_result.data.*.items.*.picture	string
action_result.data.*.items.*.preview	string		JavaScript: popupOpenStandard("com.glideapp.servicecatalog_cat_item_view.do?v=1&sysparm_id=011f117a9f3002002920bde8132e7020&sysparm_preview=true", "summary");
action_result.data.*.items.*.price	string		$139.99
action_result.data.*.items.*.price_currency	string		USD
action_result.data.*.items.*.recurring_frequency	string
action_result.data.*.items.*.recurring_price	string		$0.00
action_result.data.*.items.*.recurring_price_currency	string		USD
action_result.data.*.items.*.request_method	string
action_result.data.*.items.*.roles	string
action_result.data.*.items.*.sc_catalogs	string		e0d08b13c3330100c8b837659bba8fb4
action_result.data.*.items.*.sc_ic_item_staging	string
action_result.data.*.items.*.sc_ic_version	string
action_result.data.*.items.*.short_description	string
action_result.data.*.items.*.show_delivery_time	boolean		True False
action_result.data.*.items.*.show_price	boolean		True False
action_result.data.*.items.*.show_quantity	boolean		True False
action_result.data.*.items.*.show_variable_help_on_load	string		false
action_result.data.*.items.*.show_wishlist	boolean		True False
action_result.data.*.items.*.start_closed	string		false
action_result.data.*.items.*.sys_class_name	string		sc_cat_item_producer
action_result.data.*.items.*.sys_created_by	string		admin
action_result.data.*.items.*.sys_created_on	string		2015-06-25 20:19:46
action_result.data.*.items.*.sys_id	string	servicenow item sys id md5	011f117a9f3002002920bde8132e7020
action_result.data.*.items.*.sys_mod_count	string		21
action_result.data.*.items.*.sys_name	string		Retire a Standard Change Template
action_result.data.*.items.*.sys_package.link	string		https://dev78070.service-now.com/api/now/table/sys_package/67117ed02f07101045f851172799b656
action_result.data.*.items.*.sys_package.value	string		67117ed02f07101045f851172799b656
action_result.data.*.items.*.sys_policy	string
action_result.data.*.items.*.sys_scope.link	string		https://dev78070.service-now.com/api/now/table/sys_scope/global
action_result.data.*.items.*.sys_scope.value	string		global
action_result.data.*.items.*.sys_tags	string
action_result.data.*.items.*.sys_update_name	string		sc_cat_item_producer_011f117a9f3002002920bde8132e7020
action_result.data.*.items.*.sys_updated_by	string		admin
action_result.data.*.items.*.sys_updated_on	string		2017-11-02 22:38:21
action_result.data.*.items.*.template	string
action_result.data.*.items.*.template.link	string		https://dev78070.service-now.com/api/now/table/sys_template/56e62ccbc611227500adb083f968a484
action_result.data.*.items.*.template.value	string		56e62ccbc611227500adb083f968a484
action_result.data.*.items.*.type	string		record_producer
action_result.data.*.items.*.url	string
action_result.data.*.items.*.use_sc_layout	string		true
action_result.data.*.items.*.vendor	string
action_result.data.*.items.*.vendor.link	string		https://dev78070.service-now.com/api/now/table/core_company/0e8b8e650a0a0b3b004f285ffbb1a4fc
action_result.data.*.items.*.vendor.value	string		0e8b8e650a0a0b3b004f285ffbb1a4fc
action_result.data.*.items.*.visible_bundle	string		true
action_result.data.*.items.*.visible_guide	string		true
action_result.data.*.items.*.visible_standalone	string		true false
action_result.data.*.items.*.workflow	string
action_result.data.*.items.*.workflow.link	string		https://dev78070.service-now.com/api/now/table/wf_workflow/c2c3f55037023000158bbfc8bcbe5d6d
action_result.data.*.items.*.workflow.value	string		c2c3f55037023000158bbfc8bcbe5d6d
action_result.data.*.manager	string
action_result.data.*.sys_class_name	string		sc_catalog
action_result.data.*.sys_created_by	string		admin
action_result.data.*.sys_created_on	string		2013-09-19 11:03:11
action_result.data.*.sys_id	string	servicenow catalog sys id md5	e0d08b13c3330100c8b837659bba8fb4
action_result.data.*.sys_mod_count	string		48
action_result.data.*.sys_name	string		Service Catalog
action_result.data.*.sys_package.link	string	url	https://devtest.service-now.com/api/now/table/sys_package/15dd41d41bd000106cc640c6cc4bcb17
action_result.data.*.sys_package.value	string	md5	15dd41d41bd000106cc640c6cc4bcb17
action_result.data.*.sys_policy	string
action_result.data.*.sys_scope.link	string	url	https://devtest.service-now.com/api/now/table/sys_scope/global
action_result.data.*.sys_scope.value	string		global
action_result.data.*.sys_tags	string
action_result.data.*.sys_update_name	string		sc_catalog_e0d08b13c3330100c8b837659bba8fb4
action_result.data.*.sys_updated_by	string		admin
action_result.data.*.sys_updated_on	string		2016-06-16 05:19:58
action_result.data.*.title	string		Service Catalog
action_result.summary	string
action_result.message	string		Details fetched successfully
summary.total_objects	numeric		1
summary.total_objects_successful	numeric		1

action: 'request catalog item'

Requests a catalog item

Type: generic
Read only: False

Action Parameters

PARAMETER	REQUIRED	DESCRIPTION	TYPE	CONTAINS
sys_id	required	SYS ID of an item	string	servicenow item sys id md5
variables	optional	JSON containing variables values	string
quantity	required	Number of items to request	numeric

Action Output

DATA PATH	TYPE	CONTAINS	EXAMPLE VALUES
action_result.status	string		success failed
action_result.parameter.quantity	numeric		3
action_result.parameter.sys_id	string	servicenow item sys id md5	01205b180a0a0b3000b6efd641d24b75
action_result.parameter.variables	string		{"role_delegator_group":"test"}
action_result.data.*.active	string		true
action_result.data.*.activity_due	string
action_result.data.*.additional_assignee_list	string
action_result.data.*.approval	string		approved
action_result.data.*.approval_history	string
action_result.data.*.approval_set	string
action_result.data.*.assigned_to	string
action_result.data.*.assignment_group	string
action_result.data.*.business_duration	string
action_result.data.*.business_service	string
action_result.data.*.calendar_duration	string
action_result.data.*.calendar_stc	string
action_result.data.*.close_notes	string
action_result.data.*.closed_at	string
action_result.data.*.closed_by	string
action_result.data.*.cmdb_ci	string
action_result.data.*.comments	string
action_result.data.*.comments_and_work_notes	string
action_result.data.*.company	string
action_result.data.*.contact_type	string
action_result.data.*.correlation_display	string
action_result.data.*.correlation_id	string
action_result.data.*.delivery_address	string
action_result.data.*.delivery_plan	string
action_result.data.*.delivery_task	string
action_result.data.*.description	string
action_result.data.*.due_date	string		2019-10-18 13:49:24
action_result.data.*.escalation	string		0
action_result.data.*.expected_start	string
action_result.data.*.follow_up	string
action_result.data.*.group_list	string
action_result.data.*.impact	string		3
action_result.data.*.knowledge	string		false
action_result.data.*.location	string
action_result.data.*.made_sla	string		true
action_result.data.*.number	string	servicenow ticket number	REQ0010008
action_result.data.*.opened_at	string		2019-10-18 13:49:24
action_result.data.*.opened_by.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441
action_result.data.*.opened_by.value	string	md5	6816f79cc0a8016401c5a33be04be441
action_result.data.*.order	string
action_result.data.*.parent	string
action_result.data.*.parent_interaction	string
action_result.data.*.price	string		0
action_result.data.*.priority	string		4
action_result.data.*.reassignment_count	string		0
action_result.data.*.request_state	string		in_process
action_result.data.*.requested_date	string
action_result.data.*.requested_for.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441
action_result.data.*.requested_for.value	string	md5	6816f79cc0a8016401c5a33be04be441
action_result.data.*.service_offering	string
action_result.data.*.short_description	string
action_result.data.*.sla_due	string
action_result.data.*.special_instructions	string
action_result.data.*.stage	string		requested
action_result.data.*.state	string		1
action_result.data.*.sys_class_name	string		sc_request
action_result.data.*.sys_created_by	string		admin
action_result.data.*.sys_created_on	string		2019-10-18 13:49:24
action_result.data.*.sys_domain.link	string	url	https://devtest.service-now.com/api/now/table/sys_user_group/global
action_result.data.*.sys_domain.value	string		global
action_result.data.*.sys_domain_path	string	domain	/
action_result.data.*.sys_id	string	md5	9660d88a1b6000106cc640c6cc4bcbb0
action_result.data.*.sys_mod_count	string		0
action_result.data.*.sys_tags	string
action_result.data.*.sys_updated_by	string		admin
action_result.data.*.sys_updated_on	string		2019-10-18 13:49:24
action_result.data.*.time_worked	string
action_result.data.*.upon_approval	string		proceed
action_result.data.*.upon_reject	string		cancel
action_result.data.*.urgency	string		3
action_result.data.*.user_input	string
action_result.data.*.watch_list	string
action_result.data.*.work_end	string
action_result.data.*.work_notes	string
action_result.data.*.work_notes_list	string
action_result.data.*.work_start	string
action_result.summary	string
action_result.message	string		The item has been requested
summary.total_objects	numeric		1
summary.total_objects_successful	numeric		1

action: 'describe catalog item'

Fetches the details of a catalog item

Type: investigate
Read only: True

Action Parameters

PARAMETER	REQUIRED	DESCRIPTION	TYPE	CONTAINS
sys_id	required	SYS ID of an item	string	servicenow item sys id md5

Action Output

DATA PATH	TYPE	CONTAINS	EXAMPLE VALUES
action_result.status	string		success failed
action_result.parameter.sys_id	string	servicenow item sys id md5	81c887819f203100d8f8700c267fcfb5
action_result.data.*.catalogs.*.active	boolean		True False
action_result.data.*.catalogs.*.sys_id	string	servicenow catalog sys id md5	e0d08b13c3330100c8b837659bba8fb4
action_result.data.*.catalogs.*.title	string		Service Catalog
action_result.data.*.categories.*.active	boolean		True False
action_result.data.*.categories.*.category.active	boolean		True False
action_result.data.*.categories.*.category.sys_id	string		b06546f23731300054b6a3549dbe5dd8
action_result.data.*.categories.*.category.title	string		Tablets
action_result.data.*.categories.*.sys_id	string	servicenow category sys id md5	e15706fc0a0a0aa7007fc21e1ab70c2f
action_result.data.*.categories.*.title	string		Can We Help You?
action_result.data.*.category.sys_id	string	servicenow category sys id md5	e15706fc0a0a0aa7007fc21e1ab70c2f
action_result.data.*.category.title	string		Can We Help You?
action_result.data.*.client_script.onLoad.*.appliesTo	string		item
action_result.data.*.client_script.onLoad.*.condition	string
action_result.data.*.client_script.onLoad.*.fieldName	string
action_result.data.*.client_script.onLoad.*.script	string		function onLoad() { var stdChangeProducerSysId = getParmVal('std_change_producer'); if (stdChangeProducerSysId) { g_form.setValue('variables.std_change_producer', stdChangeProducerSysId); } } function getParmVal(name) { name = name.replace(/[\[]/, "\\\[").replace(/[\]]/, "\\\]"); var regexS = "[\\?&]" + name + "=([^&#]*)"; var regex = new RegExp(regexS); var results = regex.exec(window.location.href); if (results) { return unescape(results[1]); } else { return ''; } }
action_result.data.*.client_script.onLoad.*.sys_id	string		9b30f0529f8102002920bde8132e7013
action_result.data.*.client_script.onLoad.*.type	string		onLoad
action_result.data.*.client_script.onLoad.*.ui_type	string		Desktop
action_result.data.*.client_script.onLoad.*.variable_set	string
action_result.data.*.content_type	string
action_result.data.*.description	string		Here you can request a new Knowledge Base to be used. A Knowledge Base can be used to store Knowledge in an organization and anyone can request for a new one to be created.
action_result.data.*.icon	string		images/icons/catalog_item.gifx
action_result.data.*.kb_article	string
action_result.data.*.local_currency	string		USD
action_result.data.*.localized_price	string		$600.00
action_result.data.*.localized_recurring_price	string		$0.00
action_result.data.*.mandatory_attachment	boolean		True False
action_result.data.*.name	string		Request Knowledge Base
action_result.data.*.order	numeric		0
action_result.data.*.picture	string
action_result.data.*.price	string		$600.00
action_result.data.*.price_currency	string		USD
action_result.data.*.recurring_frequency	string
action_result.data.*.recurring_price	string		$0.00
action_result.data.*.recurring_price_currency	string		USD
action_result.data.*.request_method	string
action_result.data.*.short_description	string		Request for a Knowledge Base
action_result.data.*.show_delivery_time	boolean		True False
action_result.data.*.show_price	boolean		True False
action_result.data.*.show_quantity	boolean		True False
action_result.data.*.show_wishlist	boolean		True False
action_result.data.*.sys_class_name	string		sc_cat_item_producer
action_result.data.*.sys_id	string	servicenow item sys id md5	81c887819f203100d8f8700c267fcfb5
action_result.data.*.type	string		record_producer
action_result.data.*.url	string
action_result.data.*.variables.*.attributes	string		edge_encryption_enabled=true
action_result.data.*.variables.*.children.*.attributes	string		edge_encryption_enabled=true
action_result.data.*.variables.*.children.*.display_type	string		CheckBox
action_result.data.*.variables.*.children.*.displayvalue	string		false
action_result.data.*.variables.*.children.*.friendly_type	string		check_box
action_result.data.*.variables.*.children.*.help_text	string
action_result.data.*.variables.*.children.*.id	string		90b72d4b4f7b4200086eeed18110c701
action_result.data.*.variables.*.children.*.label	string		Adobe Acrobat
action_result.data.*.variables.*.children.*.mandatory	boolean		True False
action_result.data.*.variables.*.children.*.max_length	numeric		0
action_result.data.*.variables.*.children.*.name	string		acrobat
action_result.data.*.variables.*.children.*.pricing_implications	boolean		True False
action_result.data.*.variables.*.children.*.read_only	boolean		True False
action_result.data.*.variables.*.children.*.render_label	boolean		True False
action_result.data.*.variables.*.children.*.type	numeric		7
action_result.data.*.variables.*.children.*.value	boolean		True False
action_result.data.*.variables.*.display_type	string		Multi Line Text
action_result.data.*.variables.*.displayvalue	string
action_result.data.*.variables.*.friendly_type	string		multi_line_text
action_result.data.*.variables.*.help_text	string
action_result.data.*.variables.*.id	string	md5	4e92cf349f203100d8f8700c267fcfe4
action_result.data.*.variables.*.label	string		What is the reason for this Knowledge Base to be created?
action_result.data.*.variables.*.macro	string		std_chg_retire_rp_buttons
action_result.data.*.variables.*.mandatory	boolean		True False
action_result.data.*.variables.*.max_length	numeric		0
action_result.data.*.variables.*.name	string		request_reason
action_result.data.*.variables.*.read_only	boolean		True False
action_result.data.*.variables.*.ref_qualifier	string		retired=false^EQ
action_result.data.*.variables.*.reference	string		std_change_record_producer
action_result.data.*.variables.*.render_label	boolean		True False
action_result.data.*.variables.*.type	numeric		2
action_result.data.*.variables.*.value	string
action_result.data.*.visible_standalone	boolean		True False
action_result.summary	string
action_result.message	string		Details fetched successfully
summary.total_objects	numeric		1
summary.total_objects_successful	numeric		1

action: 'list services'

Get a list of items

Type: investigate
Read only: True

The 'search text' parameter will search the text in the 'Name', 'Display Name', 'Short Description', and 'Description' fields of an item.

Action Parameters

PARAMETER	REQUIRED	DESCRIPTION	TYPE	CONTAINS
catalog_sys_id	optional	SYS ID of a catalog	string	servicenow catalog sys id md5
category_sys_id	optional	SYS ID of a catergory	string	servicenow category sys id md5
search_text	optional	Text pattern to search over	string
max_results	optional	Max number of items to return	numeric

Action Output

DATA PATH	TYPE	CONTAINS	EXAMPLE VALUES
action_result.status	string		success failed
action_result.parameter.catalog_sys_id	string	servicenow catalog sys id md5	e0d08b13c3330100c8b837659bba8fb4
action_result.parameter.category_sys_id	string	servicenow category sys id md5	00728916937002002dcef157b67ffb6d
action_result.parameter.max_results	numeric		100
action_result.parameter.search_text	string		change
action_result.data.*.active	string		true
action_result.data.*.availability	string		on_desktop
action_result.data.*.billable	string		false
action_result.data.*.catalogs	string	md5	e0d08b13c3330100c8b837659bba8fb4
action_result.data.*.category	string
action_result.data.*.category.link	string	url	https://devtest.service-now.com/api/now/table/sc_category/00728916937002002dcef157b67ffb6d
action_result.data.*.category.value	string	md5	00728916937002002dcef157b67ffb6d
action_result.data.*.cost	string		0
action_result.data.*.custom_cart	string
action_result.data.*.delivery_plan	string
action_result.data.*.delivery_plan.link	string	url	https://devtest.service-now.com/api/now/table/sc_cat_item_delivery_plan/523da512c611228900811a37c97c2014
action_result.data.*.delivery_plan.value	string	md5	523da512c611228900811a37c97c2014
action_result.data.*.delivery_plan_script	string
action_result.data.*.delivery_time	string		1970-01-03 00:00:00
action_result.data.*.description	string		Request an existing Standard Change Template is made unavailable when it is no longer required or no longer acceptable as a Standard Change. This will be confirmed by your Change Management team.
action_result.data.*.display_price_property	string		non_zero
action_result.data.*.entitlement_script	string
action_result.data.*.group	string
action_result.data.*.hide_sp	string		true
action_result.data.*.icon	string
action_result.data.*.ignore_price	string		true
action_result.data.*.image	string
action_result.data.*.list_price	string		0
action_result.data.*.location	string
action_result.data.*.mandatory_attachment	string		false
action_result.data.*.meta	string
action_result.data.*.mobile_hide_price	string		false
action_result.data.*.mobile_picture	string
action_result.data.*.mobile_picture_type	string		use_desktop_picture
action_result.data.*.model	string
action_result.data.*.model.link	string		https://dev78070.service-now.com/api/now/table/cmdb_model/15e8f8d537a01000deeabfc8bcbe5d46
action_result.data.*.model.value	string		15e8f8d537a01000deeabfc8bcbe5d46
action_result.data.*.name	string		Retire a Standard Change Template
action_result.data.*.no_attachment_v2	string		false
action_result.data.*.no_cart	string		false
action_result.data.*.no_cart_v2	string		false
action_result.data.*.no_delivery_time_v2	string		false
action_result.data.*.no_order	string		false
action_result.data.*.no_order_now	string		false
action_result.data.*.no_proceed_checkout	string		false
action_result.data.*.no_quantity	string		false
action_result.data.*.no_quantity_v2	string		false
action_result.data.*.no_search	string		false
action_result.data.*.no_wishlist_v2	string		false
action_result.data.*.omit_price	string		false
action_result.data.*.order	string		30
action_result.data.*.ordered_item_link	string
action_result.data.*.picture	string
action_result.data.*.preview	string		JavaScript: popupOpenStandard("com.glideapp.servicecatalog_cat_item_view.do?v=1&sysparm_id=011f117a9f3002002920bde8132e7020&sysparm_preview=true", "summary");
action_result.data.*.price	string		0
action_result.data.*.recurring_frequency	string
action_result.data.*.recurring_price	string		0
action_result.data.*.request_method	string
action_result.data.*.roles	string
action_result.data.*.sc_catalogs	string	md5	e0d08b13c3330100c8b837659bba8fb4
action_result.data.*.sc_ic_item_staging	string
action_result.data.*.sc_ic_version	string
action_result.data.*.short_description	string
action_result.data.*.show_variable_help_on_load	string		false
action_result.data.*.start_closed	string		false
action_result.data.*.sys_class_name	string		sc_cat_item_producer
action_result.data.*.sys_created_by	string		admin
action_result.data.*.sys_created_on	string		2015-06-25 20:19:46
action_result.data.*.sys_id	string	md5	011f117a9f3002002920bde8132e7020
action_result.data.*.sys_mod_count	string		21
action_result.data.*.sys_name	string		Retire a Standard Change Template
action_result.data.*.sys_package.link	string	url	https://devtest.service-now.com/api/now/table/sys_package/fe3f01141b1400106cc640c6cc4bcbc1
action_result.data.*.sys_package.value	string	md5	fe3f01141b1400106cc640c6cc4bcbc1
action_result.data.*.sys_policy	string
action_result.data.*.sys_scope.link	string	url	https://devtest.service-now.com/api/now/table/sys_scope/global
action_result.data.*.sys_scope.value	string		global
action_result.data.*.sys_tags	string
action_result.data.*.sys_update_name	string		sc_cat_item_producer_011f117a9f3002002920bde8132e7020
action_result.data.*.sys_updated_by	string		admin
action_result.data.*.sys_updated_on	string		2017-11-02 22:38:21
action_result.data.*.template	string
action_result.data.*.template.link	string		https://dev78070.service-now.com/api/now/table/sys_template/56e62ccbc611227500adb083f968a484
action_result.data.*.template.value	string		56e62ccbc611227500adb083f968a484
action_result.data.*.type	string		item
action_result.data.*.use_sc_layout	string		true
action_result.data.*.vendor	string
action_result.data.*.vendor.link	string		https://dev78070.service-now.com/api/now/table/core_company/0e8b8e650a0a0b3b004f285ffbb1a4fc
action_result.data.*.vendor.value	string		0e8b8e650a0a0b3b004f285ffbb1a4fc
action_result.data.*.visible_bundle	string		true
action_result.data.*.visible_guide	string		true
action_result.data.*.visible_standalone	string		true
action_result.data.*.workflow	string
action_result.data.*.workflow.link	string		https://dev78070.service-now.com/api/now/table/wf_workflow/c2c3f55037023000158bbfc8bcbe5d6d
action_result.data.*.workflow.value	string		c2c3f55037023000158bbfc8bcbe5d6d
action_result.summary.services_returned	numeric		3
action_result.message	string		Services returned: 3
summary.total_objects	numeric		1
summary.total_objects_successful	numeric		1

action: 'list categories'

Get a list of categories

Type: investigate
Read only: True

Action Parameters

PARAMETER	REQUIRED	DESCRIPTION	TYPE	CONTAINS
max_results	optional	Max number of categories to return	numeric

Action Output

DATA PATH	TYPE	CONTAINS	EXAMPLE VALUES
action_result.status	string		success failed
action_result.parameter.max_results	numeric		10
action_result.data.*.active	string		true
action_result.data.*.description	string		Propose a new Standard Change Template. Modify or Retire an existing Standard Change Template.
action_result.data.*.entitlement_script	string
action_result.data.*.header_icon	string
action_result.data.*.homepage_image	string
action_result.data.*.homepage_renderer	string
action_result.data.*.homepage_renderer.link	string	url	https://devtest.service-now.com/api/now/table/sc_homepage_renderer/Default
action_result.data.*.homepage_renderer.value	string	md5	Default
action_result.data.*.icon	string
action_result.data.*.image	string
action_result.data.*.location	string
action_result.data.*.mobile_hide_description	string		false
action_result.data.*.mobile_picture	string
action_result.data.*.mobile_subcategory_render_type	string		list
action_result.data.*.module	string
action_result.data.*.module.link	string		https://dev78070.service-now.com/api/now/table/sys_app_module/ffa901b09f10120066dabde8132e70cf
action_result.data.*.module.value	string		ffa901b09f10120066dabde8132e70cf
action_result.data.*.order	string		0
action_result.data.*.parent	string
action_result.data.*.parent.link	string	url	https://devtest.service-now.com/api/now/table/sc_category/b0fdfb01932002009ca87a75e57ffbe9
action_result.data.*.parent.value	string	md5	b0fdfb01932002009ca87a75e57ffbe9
action_result.data.*.roles	string
action_result.data.*.sc_catalog	string
action_result.data.*.sc_catalog.link	string	url	https://devtest.service-now.com/api/now/table/sc_catalog/e0d08b13c3330100c8b837659bba8fb4
action_result.data.*.sc_catalog.value	string	servicenow catalog sys id md5	e0d08b13c3330100c8b837659bba8fb4
action_result.data.*.show_in_cms	string		false
action_result.data.*.sys_class_name	string		sc_category
action_result.data.*.sys_created_by	string		admin
action_result.data.*.sys_created_on	string		2015-06-24 04:53:17
action_result.data.*.sys_id	string	servicenow category sys id md5	00728916937002002dcef157b67ffb6d
action_result.data.*.sys_mod_count	string		1
action_result.data.*.sys_name	string		Template Management
action_result.data.*.sys_package.link	string	url	https://devtest.service-now.com/api/now/table/sys_package/fe3f01141b1400106cc640c6cc4bcbc1
action_result.data.*.sys_package.value	string	md5	fe3f01141b1400106cc640c6cc4bcbc1
action_result.data.*.sys_policy	string
action_result.data.*.sys_scope.link	string	url	https://devtest.service-now.com/api/now/table/sys_scope/global
action_result.data.*.sys_scope.value	string		global
action_result.data.*.sys_tags	string
action_result.data.*.sys_update_name	string		sc_category_00728916937002002dcef157b67ffb6d
action_result.data.*.sys_updated_by	string		admin
action_result.data.*.sys_updated_on	string		2015-06-24 04:54:20
action_result.data.*.title	string		Template Management
action_result.summary.categories_returned	numeric		10
action_result.message	string		Categories returned: 10
summary.total_objects	numeric		1
summary.total_objects_successful	numeric		1

action: 'list service catalogs'

Get a list of catalogs

Type: investigate
Read only: True

Action Parameters

PARAMETER	REQUIRED	DESCRIPTION	TYPE	CONTAINS
max_results	optional	Max number of service catalogs to return	numeric

Action Output

DATA PATH	TYPE	CONTAINS	EXAMPLE VALUES
action_result.status	string		success failed
action_result.parameter.max_results	numeric		2
action_result.data.*.active	string		true
action_result.data.*.background_color	string		white
action_result.data.*.description	string
action_result.data.*.desktop_continue_shopping	string
action_result.data.*.desktop_home_page	string
action_result.data.*.desktop_image	string
action_result.data.*.editors	string
action_result.data.*.enable_wish_list	string		false
action_result.data.*.manager	string
action_result.data.*.sys_class_name	string		sc_catalog
action_result.data.*.sys_created_by	string		admin
action_result.data.*.sys_created_on	string		2019-10-11 06:12:27
action_result.data.*.sys_id	string	servicenow catalog sys id md5	6ca4222f1b1c00106cc640c6cc4bcbd1
action_result.data.*.sys_mod_count	string		0
action_result.data.*.sys_name	string		test_catalog
action_result.data.*.sys_package.link	string	url	https://devtest.service-now.com/api/now/table/sys_package/global
action_result.data.*.sys_package.value	string	md5	global
action_result.data.*.sys_policy	string
action_result.data.*.sys_scope.link	string	url	https://devtest.service-now.com/api/now/table/sys_scope/global
action_result.data.*.sys_scope.value	string		global
action_result.data.*.sys_tags	string
action_result.data.*.sys_update_name	string		sc_catalog_6ca4222f1b1c00106cc640c6cc4bcbd1
action_result.data.*.sys_updated_by	string		admin
action_result.data.*.sys_updated_on	string		2019-10-11 06:12:27
action_result.data.*.title	string		test_catalog
action_result.summary.service_catalogs_returned	numeric		2
action_result.message	string		Service catalogs returned: 2
summary.total_objects	numeric		1
summary.total_objects_successful	numeric		1

action: 'list tickets'

Get a list of tickets/records

Type: investigate
Read only: True

Steps for getting the required filter query are as follows: In the ServiceNow instance, navigate to the required table's page. Create the query in the ServiceNow UI. On the top-left corner of the page, right-click on the query string and select the 'Copy query' option to copy the required query string. This query string can be further used or modified as per the user's need to provide in the filter parameter of the action. If the table value is not specified, the action defaults to the incident. If the max_results value is not specified, the action defaults to 100. For specifying and getting the filter to work correctly, below is the criteria for the date-time fields:

• If the user provides date-time filter based on local timezone as selected on the ServiceNow settings, follow the syntax i.e. sys_created_on>javascript:gs.dateGenerate('YYYY-MM-DD','HH:mm:SS').
• If the user provides a date-time filter based on GMT/UTC timezone, follow the syntax i.e. sys_created_on>YYYY-MM-DD HH:mm:SS.

Action Parameters

PARAMETER	REQUIRED	DESCRIPTION	TYPE	CONTAINS
filter	optional	Filter to use with action separated by '^' (e.g. description=This is a test^assigned_to=john.smith)	string
table	optional	Table to query	string	servicenow table
max_results	optional	Max number of records to return	numeric

Action Output

DATA PATH	TYPE	CONTAINS	EXAMPLE VALUES
action_result.status	string		success failed
action_result.parameter.filter	string		short_descriptionLIKEunder^priority=1
action_result.parameter.max_results	numeric		100
action_result.parameter.table	string	servicenow table	incident
action_result.data.*.active	string		false
action_result.data.*.activity_due	string
action_result.data.*.additional_assignee_list	string
action_result.data.*.approval	string
action_result.data.*.approval_history	string
action_result.data.*.approval_set	string
action_result.data.*.assigned_to	string
action_result.data.*.assigned_to.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/46b87022a9fe198101a78787e40d7547
action_result.data.*.assigned_to.value	string	md5	46b87022a9fe198101a78787e40d7547
action_result.data.*.assignment_group	string
action_result.data.*.assignment_group.link	string	url	https://devtest.service-now.com/api/now/table/sys_user_group/d625dccec0a8016700a222a0f7900d06
action_result.data.*.assignment_group.value	string	md5	d625dccec0a8016700a222a0f7900d06
action_result.data.*.business_duration	string		1970-01-22 21:46:21
action_result.data.*.business_service	string
action_result.data.*.business_service.link	string	url	https://devtest.service-now.com/api/now/table/cmdb_ci_service/27d32778c0a8000b00db970eeaa60f16
action_result.data.*.business_service.value	string	md5	27d32778c0a8000b00db970eeaa60f16
action_result.data.*.business_stc	string		1892781
action_result.data.*.calendar_duration	string		1970-04-02 20:46:21
action_result.data.*.calendar_stc	string		7937181
action_result.data.*.caller_id	string
action_result.data.*.caller_id.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005
action_result.data.*.caller_id.value	string	md5	5137153cc611227c000bbd1bd8cd2005
action_result.data.*.category	string		network
action_result.data.*.caused_by	string
action_result.data.*.child_incidents	string
action_result.data.*.close_code	string		Closed/Resolved by Caller
action_result.data.*.close_notes	string		Closed before close notes were made mandatory
action_result.data.*.closed_at	string		2018-02-08 23:10:06
action_result.data.*.closed_by	string
action_result.data.*.closed_by.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0
action_result.data.*.closed_by.value	string	md5	9ee1b13dc6112271007f9d0efdb69cd0
action_result.data.*.cmdb_ci	string
action_result.data.*.cmdb_ci.link	string	url	https://devtest.service-now.com/api/now/table/cmdb_ci/b0c4030ac0a800090152e7a4564ca36c
action_result.data.*.cmdb_ci.value	string	md5	b0c4030ac0a800090152e7a4564ca36c
action_result.data.*.comments	string
action_result.data.*.comments_and_work_notes	string
action_result.data.*.company	string
action_result.data.*.company.link	string	url	https://devtest.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec
action_result.data.*.company.value	string	md5	31bea3d53790200044e0bfc8bcbe5dec
action_result.data.*.contact_type	string
action_result.data.*.correlation_display	string
action_result.data.*.correlation_id	string
action_result.data.*.delivery_plan	string
action_result.data.*.delivery_task	string
action_result.data.*.description	string		User can't access email on mail.company.com.
action_result.data.*.due_date	string
action_result.data.*.escalation	string		0
action_result.data.*.expected_start	string
action_result.data.*.follow_up	string
action_result.data.*.group_list	string
action_result.data.*.hold_reason	string
action_result.data.*.impact	string		1
action_result.data.*.incident_state	string		7
action_result.data.*.knowledge	string		false
action_result.data.*.location	string
action_result.data.*.location.link	string	url	https://devtest.service-now.com/api/now/table/cmn_location/1083361cc611227501b682158cabf646
action_result.data.*.location.value	string	md5	1083361cc611227501b682158cabf646
action_result.data.*.made_sla	string		false
action_result.data.*.notify	string		1
action_result.data.*.number	string	servicenow ticket number	INC0000001
action_result.data.*.opened_at	string		2018-02-07 23:09:51
action_result.data.*.opened_by.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7
action_result.data.*.opened_by.value	string	md5	681ccaf9c0a8016400b98a06818d57c7
action_result.data.*.order	string
action_result.data.*.parent	string
action_result.data.*.parent_incident	string
action_result.data.*.parent_incident.link	string		https://devtest.service-now.com/api/now/table/incident/f12ca184735123002728660c4cf6a7ef
action_result.data.*.parent_incident.value	string		f12ca184735123002728660c4cf6a7ef
action_result.data.*.priority	string		1
action_result.data.*.problem_id	string
action_result.data.*.problem_id.link	string	url	https://devtest.service-now.com/api/now/table/problem/9d3a266ac6112287004e37fb2ceb0133
action_result.data.*.problem_id.value	string	md5	9d3a266ac6112287004e37fb2ceb0133
action_result.data.*.reassignment_count	string		1
action_result.data.*.reopen_count	string
action_result.data.*.reopened_by	string
action_result.data.*.reopened_time	string
action_result.data.*.request_item.link	string		https://devtest2704.service-now.com/api/now/table/sc_req_item/aeed229047801200e0ef563dbb9a71c2
action_result.data.*.request_item.value	string		aeed229047801200e0ef563dbb9a71c2
action_result.data.*.resolved_at	string		2018-05-10 19:56:12
action_result.data.*.resolved_by	string
action_result.data.*.resolved_by.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441
action_result.data.*.resolved_by.value	string	md5	6816f79cc0a8016401c5a33be04be441
action_result.data.*.rfc	string
action_result.data.*.rfc.link	string	url	https://devtest.service-now.com/api/now/table/change_request/15e9cf93db792300134cd100cf96192d
action_result.data.*.rfc.value	string	md5	15e9cf93db792300134cd100cf96192d
action_result.data.*.sc_item_option	string
action_result.data.*.service_offering	string
action_result.data.*.severity	string		1
action_result.data.*.short_description	string		phapp_servicenow_update, Run file reputation actions only
action_result.data.*.sla_due	string
action_result.data.*.state	string		7
action_result.data.*.subcategory	string
action_result.data.*.sys_class_name	string		incident
action_result.data.*.sys_created_by	string		pat
action_result.data.*.sys_created_on	string		2016-09-08 18:24:13
action_result.data.*.sys_domain.link	string	url	https://devtest.service-now.com/api/now/table/sys_user_group/global
action_result.data.*.sys_domain.value	string		global
action_result.data.*.sys_domain_path	string	domain	/
action_result.data.*.sys_id	string	servicenow ticket sysid md5	9c573169c611228700193229fff72400
action_result.data.*.sys_mod_count	string		22
action_result.data.*.sys_tags	string
action_result.data.*.sys_updated_by	string		admin
action_result.data.*.sys_updated_on	string		2018-11-21 05:51:32
action_result.data.*.time_worked	string
action_result.data.*.u_short_description	string
action_result.data.*.upon_approval	string
action_result.data.*.upon_reject	string
action_result.data.*.urgency	string		1
action_result.data.*.user_input	string
action_result.data.*.watch_list	string
action_result.data.*.work_end	string
action_result.data.*.work_notes	string
action_result.data.*.work_notes_list	string
action_result.data.*.work_start	string
action_result.summary.total_tickets	numeric		68
action_result.message	string		Total tickets: 68
summary.total_objects	numeric		1
summary.total_objects_successful	numeric		1

action: 'create ticket'

Create a new ticket/record

Type: generic
Read only: False

Create a new ticket with the given short_description and description (the values provided in the short_description and description action parameters will override the values provided for these keys in the fields action parameter). Additional values can be specified in the fields parameter. By default, the action appends the 'Added by Phantom for container id: <container_id_of_action_run>' footnote after the value of description provided either in the description or fields action parameters. If the value for description is not provided in any of the above-mentioned two action parameters, then, the default footnote will be added in the description of the created ticket. Study the results of the get ticket action to get more information about all the properties that can be added. The JSON that is specified in the fields parameter should have the keys and values specified in double-quotes string format, except in the case of boolean values, which should be either True or False (without any single quotes); for example: {"short_description": "Zeus, multiple actions need to be taken", "made_sla": False}.

If this action is performed from the playbook the easiest thing to do is create a dictionary (e.g: my_fields_value_dict) and then pass the return value of json.dumps(my_fields_value_dict) as the value of fields. Please see the servicenow_app playbook for an example.

One can specify a table other than the incident to create the ticket in. Do note that the fields for user-generated tables, usually are named with u_ prefix. In such cases, it is better to use the fields parameter to set values.

To set a parent-child relationship between two tickets, specify the parent ticket's ID in a parent_incident field in the fields parameter while creating the child ticket.

ServiceNow restricts the upload time and the file size of attached files, which may cause file uploads to fail. These values can be configured by an admin on the ServiceNow device. As of this writing, please go to this link on the ServiceNow Website for more information.

For updating the timeout for attaching the file please go to System Definition->Transaction Quota Rules. Update the maximum duration field as per your requirement in REST Attachment API request timeout or/and REST and JSON Catch ALL rule. The REST Attachment API request timeout rule applies to all incoming attachment requests. Any request exceeding the maximum duration set here will be cancelled and the REST and JSON Catch All rule will be used for all REST transactions.

If the table value is not specified, the action defaults to the incident.

ServiceNow does not return an error if an invalid field is updated or if a valid field is updated in an invalid manner (e.g: updating the caller_id dictionary with your dictionary). For the best results, please check the results of the action in the JSON view to verify the changes.

For the short_description action parameter, users can provide new line(\n), tab(\t), single quote(\'), double quote(\"), alarm or beep(\a) and backspace(\b) as escape sequences and for the description action parameter, new line(\n, \r), tab(\t), single quote(\'), double quote(\"), alarm or beep(\a) and backspace(\b) can be provided as escape sequences.

Action Parameters

PARAMETER	REQUIRED	DESCRIPTION	TYPE	CONTAINS
short_description	optional	Ticket short description	string
table	optional	Table to add to	string	servicenow table
vault_id	optional	To attach a file to a ticket, the file must first be in the vault. When the Vault ID of a file is provided, it is uploaded and attached to the ticket (Comma-delimited)	string	vault id
description	optional	Ticket description	string
fields	optional	JSON containing field values	string

Action Output

DATA PATH	TYPE	CONTAINS	EXAMPLE VALUES
action_result.status	string		success failed
action_result.parameter.description	string		Switch occasionally drops connections
action_result.parameter.fields	string		{"made_sla":true,"severity":3,"description":"This is testing description"}
action_result.parameter.short_description	string		phapp_servicenow, Multiple action need to be taken
action_result.parameter.table	string	servicenow table	incident
action_result.parameter.vault_id	string	vault id	8d0b13046973703f5783977c41a76ac31b4bf8ad
action_result.data.*.acquisition_method	string
action_result.data.*.active	string		true
action_result.data.*.activity_due	string
action_result.data.*.additional_assignee_list	string
action_result.data.*.approval	string		not requested
action_result.data.*.approval_history	string
action_result.data.*.approval_set	string
action_result.data.*.asset_tag	string
action_result.data.*.assigned	string
action_result.data.*.assigned_condition	string
action_result.data.*.assigned_to	string
action_result.data.*.assigned_to.link	string		https://devtest2704.service-now.com/api/now/table/sys_user/d8f57f140b20220050192f15d6673a98
action_result.data.*.assigned_to.value	string		d8f57f140b20220050192f15d6673a98
action_result.data.*.assignment_group	string
action_result.data.*.attachment_details.*.average_image_color	string
action_result.data.*.attachment_details.*.chunk_size_bytes	string		734003
action_result.data.*.attachment_details.*.compressed	string
action_result.data.*.attachment_details.*.content_type	string
action_result.data.*.attachment_details.*.download_link	string	url
action_result.data.*.attachment_details.*.file_name	string	file name
action_result.data.*.attachment_details.*.hash	string		254395830ef2e6c1ef61063b2cc734a008c645dc8455c498633eecef85324158
action_result.data.*.attachment_details.*.image_height	string
action_result.data.*.attachment_details.*.image_width	string
action_result.data.*.attachment_details.*.size_bytes	string
action_result.data.*.attachment_details.*.size_compressed	string
action_result.data.*.attachment_details.*.state	string		available
action_result.data.*.attachment_details.*.sys_created_by	string
action_result.data.*.attachment_details.*.sys_created_on	string
action_result.data.*.attachment_details.*.sys_id	string
action_result.data.*.attachment_details.*.sys_mod_count	string
action_result.data.*.attachment_details.*.sys_tags	string
action_result.data.*.attachment_details.*.sys_updated_by	string
action_result.data.*.attachment_details.*.sys_updated_on	string
action_result.data.*.attachment_details.*.table_name	string
action_result.data.*.attachment_details.*.table_sys_id	string
action_result.data.*.beneficiary	string
action_result.data.*.business_duration	string
action_result.data.*.business_service	string
action_result.data.*.business_stc	string
action_result.data.*.calendar_duration	string
action_result.data.*.calendar_stc	string
action_result.data.*.caller_id	string
action_result.data.*.category	string		inquiry
action_result.data.*.caused_by	string
action_result.data.*.checked_in	string
action_result.data.*.checked_out	string
action_result.data.*.child_incidents	string		0
action_result.data.*.ci	string
action_result.data.*.close_code	string
action_result.data.*.close_notes	string
action_result.data.*.closed_at	string
action_result.data.*.closed_by	string
action_result.data.*.cmdb_ci	string
action_result.data.*.comments	string
action_result.data.*.comments_and_work_notes	string
action_result.data.*.company	string
action_result.data.*.contact_type	string
action_result.data.*.correlation_display	string
action_result.data.*.correlation_id	string
action_result.data.*.cost	string		0
action_result.data.*.cost_center	string
action_result.data.*.delivery_date	string
action_result.data.*.delivery_plan	string
action_result.data.*.delivery_task	string
action_result.data.*.department	string
action_result.data.*.depreciated_amount	string		0
action_result.data.*.depreciation	string
action_result.data.*.depreciation_date	string
action_result.data.*.description	string		Investigative actions to check for the presence of phapp_servicenow Added by Splunk for container id: 495
action_result.data.*.display_name	string
action_result.data.*.disposal_reason	string
action_result.data.*.due	string
action_result.data.*.due_date	string
action_result.data.*.due_in	string
action_result.data.*.entitlement_condition	string
action_result.data.*.escalation	string		0
action_result.data.*.expected_start	string
action_result.data.*.expenditure_type	string
action_result.data.*.follow_up	string
action_result.data.*.gl_account	string
action_result.data.*.group_list	string
action_result.data.*.hold_reason	string
action_result.data.*.impact	string		3
action_result.data.*.incident_state	string		1
action_result.data.*.install_date	string
action_result.data.*.install_status	string		1
action_result.data.*.invoice_number	string
action_result.data.*.is_merged_license	string		false
action_result.data.*.justification	string
action_result.data.*.knowledge	string		false
action_result.data.*.lease_id	string
action_result.data.*.license_key	string
action_result.data.*.location	string
action_result.data.*.location.link	string		https://dev78070.service-now.com/api/now/table/cmn_location/25b3d04b0a0a0bb300176b546c22db27
action_result.data.*.location.value	string		25b3d04b0a0a0bb300176b546c22db27
action_result.data.*.made_sla	string		true
action_result.data.*.managed_by	string
action_result.data.*.merged_into	string
action_result.data.*.model	string
action_result.data.*.model.link	string		https://dev78070.service-now.com/api/now/table/cmdb_model/test_user
action_result.data.*.model.value	string		test_user
action_result.data.*.model_category	string
action_result.data.*.model_category.link	string		https://dev78070.service-now.com/api/now/table/cmdb_model_category/35bf2d4137101000deeabfc8bcbe5dbd
action_result.data.*.model_category.value	string		35bf2d4137101000deeabfc8bcbe5dbd
action_result.data.*.notify	string		1
action_result.data.*.number	string	servicenow ticket number	INC0000001
action_result.data.*.old_status	string
action_result.data.*.old_substatus	string
action_result.data.*.opened_at	string		2018-11-22 09:57:05
action_result.data.*.opened_by.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441
action_result.data.*.opened_by.value	string	md5	6816f79cc0a8016401c5a33be04be441
action_result.data.*.order	string
action_result.data.*.order_date	string
action_result.data.*.owned_by	string
action_result.data.*.parent	string
action_result.data.*.parent_incident	string
action_result.data.*.po_number	string
action_result.data.*.pre_allocated	string		false
action_result.data.*.priority	string		5
action_result.data.*.problem_id	string
action_result.data.*.purchase_date	string
action_result.data.*.quantity	string		1
action_result.data.*.reassignment_count	string		0
action_result.data.*.reopen_count	string		0
action_result.data.*.reopened_by	string
action_result.data.*.reopened_time	string
action_result.data.*.request_line	string
action_result.data.*.resale_price	string		0
action_result.data.*.reserved_for	string
action_result.data.*.residual	string		0
action_result.data.*.residual_date	string
action_result.data.*.resolved_at	string
action_result.data.*.resolved_by	string
action_result.data.*.retired	string
action_result.data.*.retirement_date	string
action_result.data.*.rfc	string
action_result.data.*.rights	string
action_result.data.*.salvage_value	string		0
action_result.data.*.serial_number	string
action_result.data.*.service_offering	string
action_result.data.*.severity	string		3
action_result.data.*.short_description	string		phapp_servicenow, Multiple action need to be taken
action_result.data.*.skip_sync	string		false
action_result.data.*.sla_due	string
action_result.data.*.state	string		1
action_result.data.*.stockroom	string
action_result.data.*.subcategory	string
action_result.data.*.substatus	string
action_result.data.*.support_group	string
action_result.data.*.supported_by	string
action_result.data.*.sys_class_name	string		incident
action_result.data.*.sys_created_by	string		admin
action_result.data.*.sys_created_on	string		2018-11-22 09:57:05
action_result.data.*.sys_domain.link	string	url	https://devtest.service-now.com/api/now/table/sys_user_group/global
action_result.data.*.sys_domain.value	string		global
action_result.data.*.sys_domain_path	string	domain	/
action_result.data.*.sys_id	string	servicenow ticket sysid md5	e19eff67db716300134cd100cf961915
action_result.data.*.sys_mod_count	string		0
action_result.data.*.sys_tags	string
action_result.data.*.sys_updated_by	string		admin
action_result.data.*.sys_updated_on	string		2018-11-22 09:57:05
action_result.data.*.time_worked	string
action_result.data.*.u_short_description	string
action_result.data.*.upon_approval	string		proceed
action_result.data.*.upon_reject	string		cancel
action_result.data.*.urgency	string		3
action_result.data.*.user_input	string
action_result.data.*.vendor	string
action_result.data.*.warranty_expiration	string
action_result.data.*.watch_list	string
action_result.data.*.work_end	string
action_result.data.*.work_notes	string
action_result.data.*.work_notes_list	string
action_result.data.*.work_start	string
action_result.summary.created_ticket_id	string	servicenow ticket sysid md5	e19eff67db716300134cd100cf961915
action_result.summary.successfully_added_attachments_count	numeric		2
action_result.summary.vault_failure_details	string		{'Vault file could not be found with supplied Vault ID': ['064b5a34257e981880d34913909e0ef83ebb4980']}
action_result.message	string		Created ticket id: e19eff67db716300134cd100cf961915
summary.total_objects	numeric		1
summary.total_objects_successful	numeric		1

action: 'get ticket'

Get ticket/record information

Type: investigate
Read only: True

If the table value is not specified, the action defaults to the incident. Users can provide a valid ticket number in the 'id' parameter or check the 'is_sys_id' parameter and provide a valid SYS ID in the 'id' parameter. Users can get the SYS ID value for any ticket from the results of the List Tickets action run.

Action Parameters

PARAMETER	REQUIRED	DESCRIPTION	TYPE	CONTAINS
table	optional	Table to query	string	servicenow table
id	required	SYS ID or ticket number of a record	string	servicenow ticket sysid servicenow ticket number
is_sys_id	optional	Whether the value provided in the ID parameter is SYS ID or ticket number	boolean

Action Output

DATA PATH	TYPE	CONTAINS	EXAMPLE VALUES
action_result.status	string		success failed
action_result.parameter.id	string	servicenow ticket sysid servicenow ticket number	9c573169c611228700193229fff72400 INC0000001
action_result.parameter.is_sys_id	boolean		True False
action_result.parameter.table	string	servicenow table	incident
action_result.data.*.acquisition_method	string
action_result.data.*.active	string		false
action_result.data.*.activity_due	string
action_result.data.*.additional_assignee_list	string
action_result.data.*.approval	string
action_result.data.*.approval_history	string
action_result.data.*.approval_set	string
action_result.data.*.asset_tag	string
action_result.data.*.asset_tracking_strategy	string		leave_to_category
action_result.data.*.assigned	string
action_result.data.*.assigned_condition	string
action_result.data.*.assigned_to	string
action_result.data.*.assigned_to.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/46b87022a9fe198101a78787e40d7547
action_result.data.*.assigned_to.value	string	md5	46b87022a9fe198101a78787e40d7547
action_result.data.*.assignment_group	string
action_result.data.*.assignment_group.link	string	url	https://devtest.service-now.com/api/now/table/sys_user_group/d625dccec0a8016700a222a0f7900d06
action_result.data.*.assignment_group.value	string	md5	d625dccec0a8016700a222a0f7900d06
action_result.data.*.attachment_details.*.average_image_color	string
action_result.data.*.attachment_details.*.chunk_size_bytes	string		734003
action_result.data.*.attachment_details.*.compressed	string
action_result.data.*.attachment_details.*.content_type	string
action_result.data.*.attachment_details.*.download_link	string
action_result.data.*.attachment_details.*.file_name	string
action_result.data.*.attachment_details.*.hash	string		254395830ef2e6c1ef61063b2cc734a008c645dc8455c498633eecef85324158
action_result.data.*.attachment_details.*.image_height	string
action_result.data.*.attachment_details.*.image_width	string
action_result.data.*.attachment_details.*.size_bytes	string
action_result.data.*.attachment_details.*.size_compressed	string
action_result.data.*.attachment_details.*.state	string		available
action_result.data.*.attachment_details.*.sys_created_by	string
action_result.data.*.attachment_details.*.sys_created_on	string
action_result.data.*.attachment_details.*.sys_id	string
action_result.data.*.attachment_details.*.sys_mod_count	string
action_result.data.*.attachment_details.*.sys_tags	string
action_result.data.*.attachment_details.*.sys_updated_by	string
action_result.data.*.attachment_details.*.sys_updated_on	string
action_result.data.*.attachment_details.*.table_name	string
action_result.data.*.attachment_details.*.table_sys_id	string
action_result.data.*.barcode	string		G73SW-XN2
action_result.data.*.beneficiary	string
action_result.data.*.bundle	string		false
action_result.data.*.business_duration	string		1970-01-22 21:46:21
action_result.data.*.business_service	string
action_result.data.*.business_service.link	string		https://devtest.service-now.com/api/now/table/cmdb_ci_service/27d32778c0a8000b00db970eeaa60f16
action_result.data.*.business_service.value	string		27d32778c0a8000b00db970eeaa60f16
action_result.data.*.business_stc	string		1892781
action_result.data.*.calendar_duration	string		1970-04-02 20:46:21
action_result.data.*.calendar_stc	string		7937181
action_result.data.*.caller_id	string
action_result.data.*.caller_id.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005
action_result.data.*.caller_id.value	string	md5	5137153cc611227c000bbd1bd8cd2005
action_result.data.*.category	string		network
action_result.data.*.caused_by	string
action_result.data.*.certified	string		false
action_result.data.*.checked_in	string
action_result.data.*.checked_out	string
action_result.data.*.child_incidents	string
action_result.data.*.ci	string
action_result.data.*.close_code	string		Closed/Resolved by Caller
action_result.data.*.close_notes	string		Closed before close notes were made mandatory
action_result.data.*.closed_at	string		2018-02-08 23:10:06
action_result.data.*.closed_by	string
action_result.data.*.closed_by.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0
action_result.data.*.closed_by.value	string	md5	9ee1b13dc6112271007f9d0efdb69cd0
action_result.data.*.cmdb_ci	string
action_result.data.*.cmdb_ci.link	string	url	https://devtest.service-now.com/api/now/table/cmdb_ci/b0c4030ac0a800090152e7a4564ca36c
action_result.data.*.cmdb_ci.value	string	md5	b0c4030ac0a800090152e7a4564ca36c
action_result.data.*.cmdb_ci_class	string
action_result.data.*.cmdb_model_category	string		81feb9c137101000deeabfc8bcbe5dc4
action_result.data.*.comments	string
action_result.data.*.comments_and_work_notes	string
action_result.data.*.company	string
action_result.data.*.company.link	string	url	https://devtest.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec
action_result.data.*.company.value	string	md5	31bea3d53790200044e0bfc8bcbe5dec
action_result.data.*.contact_type	string
action_result.data.*.correlation_display	string
action_result.data.*.correlation_id	string
action_result.data.*.cost	string		0
action_result.data.*.cost_center	string
action_result.data.*.delivery_date	string
action_result.data.*.delivery_plan	string
action_result.data.*.delivery_task	string
action_result.data.*.department	string
action_result.data.*.depreciated_amount	string		0
action_result.data.*.depreciation	string
action_result.data.*.depreciation_date	string
action_result.data.*.description	string		User can't access email on mail.company.com.
action_result.data.*.display_name	string
action_result.data.*.disposal_reason	string
action_result.data.*.due	string
action_result.data.*.due_date	string
action_result.data.*.due_in	string
action_result.data.*.entitlement_condition	string
action_result.data.*.escalation	string		0
action_result.data.*.expected_start	string
action_result.data.*.expenditure_type	string
action_result.data.*.flow_rate	string
action_result.data.*.follow_up	string
action_result.data.*.full_name	string
action_result.data.*.gl_account	string
action_result.data.*.group_list	string
action_result.data.*.hold_reason	string
action_result.data.*.impact	string		1
action_result.data.*.incident_state	string		7
action_result.data.*.install_date	string
action_result.data.*.install_status	string		1
action_result.data.*.invoice_number	string
action_result.data.*.is_merged_license	string		false
action_result.data.*.justification	string
action_result.data.*.knowledge	string		false
action_result.data.*.lease_id	string
action_result.data.*.license_key	string
action_result.data.*.location	string
action_result.data.*.location.link	string	url	https://devtest.service-now.com/api/now/table/cmn_location/1083361cc611227501b682158cabf646
action_result.data.*.location.value	string	md5	1083361cc611227501b682158cabf646
action_result.data.*.made_sla	string		false
action_result.data.*.main_component	string
action_result.data.*.managed_by	string
action_result.data.*.manufacturer.link	string		https://dev78070.service-now.com/api/now/table/core_company/a4bfed3737e3100044e0bfc8bcbe5dbe
action_result.data.*.manufacturer.value	string		a4bfed3737e3100044e0bfc8bcbe5dbe
action_result.data.*.merged_into	string
action_result.data.*.model	string
action_result.data.*.model.link	string		https://dev78070.service-now.com/api/now/table/cmdb_model/f8fa15df0a0a0b9100a14bd778fb212a
action_result.data.*.model.value	string		f8fa15df0a0a0b9100a14bd778fb212a
action_result.data.*.model_category	string
action_result.data.*.model_category.link	string		https://dev78070.service-now.com/api/now/table/cmdb_model_category/35bf2d4137101000deeabfc8bcbe5dbd
action_result.data.*.model_category.value	string		35bf2d4137101000deeabfc8bcbe5dbd
action_result.data.*.model_number	string		G73SW-XN2
action_result.data.*.name	string		G Series
action_result.data.*.notify	string		1
action_result.data.*.number	string	servicenow ticket number	INC0000001
action_result.data.*.old_status	string
action_result.data.*.old_substatus	string
action_result.data.*.opened_at	string		2018-02-07 23:09:51
action_result.data.*.opened_by.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7
action_result.data.*.opened_by.value	string	md5	681ccaf9c0a8016400b98a06818d57c7
action_result.data.*.order	string
action_result.data.*.order_date	string
action_result.data.*.owned_by	string
action_result.data.*.owner	string
action_result.data.*.parent	string
action_result.data.*.parent_incident	string
action_result.data.*.picture	string
action_result.data.*.po_number	string
action_result.data.*.power_consumption	string
action_result.data.*.pre_allocated	string		false
action_result.data.*.priority	string		1
action_result.data.*.problem_id	string
action_result.data.*.problem_id.link	string	url	https://devtest.service-now.com/api/now/table/problem/9d3a266ac6112287004e37fb2ceb0133
action_result.data.*.problem_id.value	string	md5	9d3a266ac6112287004e37fb2ceb0133
action_result.data.*.product_catalog_item.link	string		https://dev78070.service-now.com/api/now/table/sc_cat_item/7e87837237153000158bbfc8bcbe5df6
action_result.data.*.product_catalog_item.value	string		7e87837237153000158bbfc8bcbe5df6
action_result.data.*.purchase_date	string
action_result.data.*.quantity	string		1
action_result.data.*.rack_units	string		1
action_result.data.*.reassignment_count	string		1
action_result.data.*.reopen_count	string
action_result.data.*.reopened_by	string
action_result.data.*.reopened_time	string
action_result.data.*.request_line	string
action_result.data.*.resale_price	string		0
action_result.data.*.reserved_for	string
action_result.data.*.residual	string		0
action_result.data.*.residual_date	string
action_result.data.*.resolved_at	string		2018-05-10 19:56:12
action_result.data.*.resolved_by	string
action_result.data.*.resolved_by.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441
action_result.data.*.resolved_by.value	string	md5	6816f79cc0a8016401c5a33be04be441
action_result.data.*.retired	string
action_result.data.*.retirement_date	string
action_result.data.*.rfc	string
action_result.data.*.rights	string		600
action_result.data.*.salvage_value	string		0
action_result.data.*.serial_number	string
action_result.data.*.service_offering	string
action_result.data.*.severity	string		1
action_result.data.*.short_description	string		phapp_servicenow_update, Run file reputation actions only
action_result.data.*.skip_sync	string		false
action_result.data.*.sla	string
action_result.data.*.sla_due	string
action_result.data.*.sound_power	string
action_result.data.*.state	string		7
action_result.data.*.status	string		In Production
action_result.data.*.stockroom	string
action_result.data.*.stockroom.link	string		https://dev78070.service-now.com/api/now/table/alm_stockroom/eaaa2b3f3763100044e0bfc8bcbe5de3
action_result.data.*.stockroom.value	string		eaaa2b3f3763100044e0bfc8bcbe5de3
action_result.data.*.subcategory	string
action_result.data.*.substatus	string
action_result.data.*.support_group	string
action_result.data.*.supported_by	string
action_result.data.*.sys_class_name	string		incident
action_result.data.*.sys_created_by	string		pat
action_result.data.*.sys_created_on	string		2016-09-08 18:24:13
action_result.data.*.sys_domain.link	string	url	https://devtest.service-now.com/api/now/table/sys_user_group/global
action_result.data.*.sys_domain.value	string		global
action_result.data.*.sys_domain_path	string	domain	/
action_result.data.*.sys_id	string	servicenow ticket sysid md5	9c573169c611228700193229fff72400
action_result.data.*.sys_mod_count	string		22
action_result.data.*.sys_tags	string
action_result.data.*.sys_updated_by	string		admin
action_result.data.*.sys_updated_on	string		2018-11-21 05:51:32
action_result.data.*.time_worked	string
action_result.data.*.type	string		Generic
action_result.data.*.u_short_description	string
action_result.data.*.upon_approval	string
action_result.data.*.upon_reject	string
action_result.data.*.urgency	string		1
action_result.data.*.user_input	string
action_result.data.*.vendor	string
action_result.data.*.vendor.link	string		https://dev78070.service-now.com/api/now/table/core_company/0e8b8e650a0a0b3b004f285ffbb1a4fc
action_result.data.*.vendor.value	string		0e8b8e650a0a0b3b004f285ffbb1a4fc
action_result.data.*.warranty_expiration	string
action_result.data.*.watch_list	string
action_result.data.*.weight	string
action_result.data.*.work_end	string
action_result.data.*.work_notes	string
action_result.data.*.work_notes_list	string
action_result.data.*.work_start	string
action_result.summary.queried_ticket_id	string	md5	9c573169c611228700193229fff72400
action_result.summary.total_tickets	numeric
action_result.message	string		Queried ticket id: 9c573169c611228700193229fff72400
summary.total_objects	numeric		1
summary.total_objects_successful	numeric		1

action: 'update ticket'

Update ticket/record information

Type: generic
Read only: False

Update an already existing ticket with the values that are specified in the fields parameter. The user has to know the key names to set in this parameter. Study the results of the get ticket action to get more info about all the properties that can be updated. The JSON that is specified in the 'fields' parameter should have the keys and values specified in double-quotes string format, except in case of boolean values, which should be either True or False (without any single quotes); for example: {"short_description": "Zeus, multiple actions need to be taken", "made_sla": False}

The action first attempts to update the ticket with the values in fields. If this call is successful, it continues to attach the file specified in vault_id. These are two separate calls made to ServiceNow.

ServiceNow restricts the upload time and the file size of attached files, which may cause file uploads (of attachments) to fail. These values can be configured by an admin on the ServiceNow device. As of this writing, please go to this link on the ServiceNow Website for more information.

For updating the timeout for attaching the file please go to System Definition->Transaction Quota Rules. Update the maximum duration field as per your requirement in REST Attachment API request timeout or/and REST and JSON Catch ALL rule. The REST Attachment API request timeout rule applies to all incoming attachment requests. Any request exceeding the maximum duration set here will be cancelled and the REST and JSON Catch All rule will be used for all REST transactions.

If the table value is not specified, the action defaults to the incident.

ServiceNow does not return an error if an invalid field is updated, or if a valid field is updated in an invalid manner (e.g: updating the caller_id dictionary with your dictionary). For the best results, please check the results of the action in the JSON view to verify the changes. Users can provide a valid ticket number in the 'id' parameter or check the 'is_sys_id' parameter and provide a valid SYS ID in the 'id' parameter. Users can get the SYS ID value for any ticket from the results of the List Tickets action run.

If the short_description action parameter is added as a key in the fields parameter then users can provide new line(\n), tab(\t), single quote(\'), double quote(\"), alarm or beep(\a) and backspace(\b) as escape sequences in the value. Similarly if the description action parameter is added as a key in fields parameter, then new line(\n, \r), tab(\t), single quote(\'), double quote(\"), alarm or beep(\a) and backspace(\b) can be provided as escape sequences.

Action Parameters

PARAMETER	REQUIRED	DESCRIPTION	TYPE	CONTAINS
table	optional	Ticket table	string	servicenow table
vault_id	optional	To attach a file to a ticket, the file must first be in the vault. When the vault ID of a file is provided, it is uploaded and attached to the ticket (Comma-delimited)	string	vault id
id	required	SYS ID or ticket number of a record	string	servicenow ticket sysid servicenow ticket number
fields	optional	JSON containing field values	string
is_sys_id	optional	Whether the value provided in the ID parameter is SYS ID or ticket number	boolean

Action Output

DATA PATH	TYPE	CONTAINS	EXAMPLE VALUES
action_result.status	string		success failed
action_result.parameter.fields	string		{"short_description": "phapp_servicenow_update, Run file reputation actions only", "made_sla": false}
action_result.parameter.id	string	servicenow ticket sysid servicenow ticket number	9c573169c611228700193229fff72400 INC0000001
action_result.parameter.is_sys_id	boolean		True False
action_result.parameter.table	string	servicenow table	incident
action_result.parameter.vault_id	string	vault id	8d0b13046973703f5783977c41a76ac31b4bf8ad
action_result.data.*.acquisition_method	string
action_result.data.*.active	string		false
action_result.data.*.activity_due	string
action_result.data.*.additional_assignee_list	string
action_result.data.*.approval	string
action_result.data.*.approval_history	string
action_result.data.*.approval_set	string
action_result.data.*.asset_tag	string
action_result.data.*.assigned	string
action_result.data.*.assigned_to	string
action_result.data.*.assigned_to.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/46b87022a9fe198101a78787e40d7547
action_result.data.*.assigned_to.value	string	md5	46b87022a9fe198101a78787e40d7547
action_result.data.*.assignment_group	string
action_result.data.*.assignment_group.link	string	url	https://devtest.service-now.com/api/now/table/sys_user_group/d625dccec0a8016700a222a0f7900d06
action_result.data.*.assignment_group.value	string	md5	d625dccec0a8016700a222a0f7900d06
action_result.data.*.attachment_details.*.average_image_color	string
action_result.data.*.attachment_details.*.chunk_size_bytes	string		734003
action_result.data.*.attachment_details.*.compressed	string
action_result.data.*.attachment_details.*.content_type	string
action_result.data.*.attachment_details.*.download_link	string
action_result.data.*.attachment_details.*.file_name	string
action_result.data.*.attachment_details.*.hash	string		254395830ef2e6c1ef61063b2cc734a008c645dc8455c498633eecef85324158
action_result.data.*.attachment_details.*.image_height	string
action_result.data.*.attachment_details.*.image_width	string
action_result.data.*.attachment_details.*.size_bytes	string
action_result.data.*.attachment_details.*.size_compressed	string
action_result.data.*.attachment_details.*.state	string		available
action_result.data.*.attachment_details.*.sys_created_by	string
action_result.data.*.attachment_details.*.sys_created_on	string
action_result.data.*.attachment_details.*.sys_id	string
action_result.data.*.attachment_details.*.sys_mod_count	string
action_result.data.*.attachment_details.*.sys_tags	string
action_result.data.*.attachment_details.*.sys_updated_by	string
action_result.data.*.attachment_details.*.sys_updated_on	string
action_result.data.*.attachment_details.*.table_name	string
action_result.data.*.attachment_details.*.table_sys_id	string
action_result.data.*.beneficiary	string
action_result.data.*.business_duration	string		1970-01-22 21:46:21
action_result.data.*.business_service	string
action_result.data.*.business_service.link	string		https://devtest.service-now.com/api/now/table/cmdb_ci_service/27d32778c0a8000b00db970eeaa60f16
action_result.data.*.business_service.value	string		27d32778c0a8000b00db970eeaa60f16
action_result.data.*.business_stc	string		1892781
action_result.data.*.calendar_duration	string		1970-04-02 20:46:21
action_result.data.*.calendar_stc	string		7937181
action_result.data.*.caller_id	string
action_result.data.*.caller_id.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005
action_result.data.*.caller_id.value	string	md5	5137153cc611227c000bbd1bd8cd2005
action_result.data.*.category	string		network
action_result.data.*.caused_by	string
action_result.data.*.checked_in	string
action_result.data.*.checked_out	string
action_result.data.*.child_incidents	string
action_result.data.*.ci	string
action_result.data.*.ci.link	string		https://dev78070.service-now.com/api/now/table/cmdb_ci/0ca96c0d3790200044e0bfc8bcbe5dc3
action_result.data.*.ci.value	string		0ca96c0d3790200044e0bfc8bcbe5dc3
action_result.data.*.close_code	string		Closed/Resolved by Caller
action_result.data.*.close_notes	string		Closed before close notes were made mandatory
action_result.data.*.closed_at	string		2018-02-08 23:10:06
action_result.data.*.closed_by	string
action_result.data.*.closed_by.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0
action_result.data.*.closed_by.value	string	md5	9ee1b13dc6112271007f9d0efdb69cd0
action_result.data.*.cmdb_ci	string
action_result.data.*.cmdb_ci.link	string	url	https://devtest.service-now.com/api/now/table/cmdb_ci/b0c4030ac0a800090152e7a4564ca36c
action_result.data.*.cmdb_ci.value	string	md5	b0c4030ac0a800090152e7a4564ca36c
action_result.data.*.comments	string
action_result.data.*.comments_and_work_notes	string
action_result.data.*.company	string
action_result.data.*.company.link	string	url	https://devtest.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec
action_result.data.*.company.value	string	md5	31bea3d53790200044e0bfc8bcbe5dec
action_result.data.*.contact_type	string
action_result.data.*.correlation_display	string
action_result.data.*.correlation_id	string
action_result.data.*.cost	string		0
action_result.data.*.cost_center	string
action_result.data.*.cost_center.link	string		https://dev78070.service-now.com/api/now/table/cmn_cost_center/d9d0a971c0a80a641c20b13d99a48576
action_result.data.*.cost_center.value	string		d9d0a971c0a80a641c20b13d99a48576
action_result.data.*.delivery_date	string
action_result.data.*.delivery_plan	string
action_result.data.*.delivery_task	string
action_result.data.*.department	string
action_result.data.*.department.link	string		https://dev78070.service-now.com/api/now/table/cmn_department/221f79b7c6112284005d646b76ab978c
action_result.data.*.department.value	string		221f79b7c6112284005d646b76ab978c
action_result.data.*.depreciated_amount	string		0
action_result.data.*.depreciation	string
action_result.data.*.depreciation.link	string		https://dev78070.service-now.com/api/now/table/cmdb_depreciation/0f21351437b03000158bbfc8bcbe5da8
action_result.data.*.depreciation.value	string		0f21351437b03000158bbfc8bcbe5da8
action_result.data.*.depreciation_date	string
action_result.data.*.description	string		User can't access email on mail.company.com.
action_result.data.*.display_name	string
action_result.data.*.disposal_reason	string
action_result.data.*.due	string
action_result.data.*.due_date	string
action_result.data.*.due_in	string
action_result.data.*.escalation	string		0
action_result.data.*.expected_start	string
action_result.data.*.expenditure_type	string
action_result.data.*.follow_up	string
action_result.data.*.gl_account	string
action_result.data.*.group_list	string
action_result.data.*.hold_reason	string
action_result.data.*.impact	string		1
action_result.data.*.incident_state	string		7
action_result.data.*.install_date	string
action_result.data.*.install_status	string		1
action_result.data.*.invoice_number	string
action_result.data.*.justification	string
action_result.data.*.knowledge	string		false
action_result.data.*.lease_id	string
action_result.data.*.location	string
action_result.data.*.location.link	string	url	https://devtest.service-now.com/api/now/table/cmn_location/1083361cc611227501b682158cabf646
action_result.data.*.location.value	string	md5	1083361cc611227501b682158cabf646
action_result.data.*.made_sla	string		false
action_result.data.*.managed_by	string
action_result.data.*.model	string
action_result.data.*.model.link	string		https://dev78070.service-now.com/api/now/table/cmdb_model/d501454f1b1310002502fbcd2c071334
action_result.data.*.model.value	string		d501454f1b1310002502fbcd2c071334
action_result.data.*.model_category	string
action_result.data.*.model_category.link	string		https://dev78070.service-now.com/api/now/table/cmdb_model_category/81feb9c137101000deeabfc8bcbe5dc4
action_result.data.*.model_category.value	string		81feb9c137101000deeabfc8bcbe5dc4
action_result.data.*.notify	string		1
action_result.data.*.number	string	servicenow ticket number	INC0000001
action_result.data.*.old_status	string
action_result.data.*.old_substatus	string
action_result.data.*.opened_at	string		2018-02-07 23:09:51
action_result.data.*.opened_by.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7
action_result.data.*.opened_by.value	string	md5	681ccaf9c0a8016400b98a06818d57c7
action_result.data.*.order	string
action_result.data.*.order_date	string
action_result.data.*.owned_by	string
action_result.data.*.owned_by.link	string		https://dev78070.service-now.com/api/now/table/sys_user/be82abf03710200044e0bfc8bcbe5d1c
action_result.data.*.owned_by.value	string		be82abf03710200044e0bfc8bcbe5d1c
action_result.data.*.parent	string
action_result.data.*.parent_incident	string
action_result.data.*.po_number	string
action_result.data.*.pre_allocated	string		false
action_result.data.*.priority	string		1
action_result.data.*.problem_id	string
action_result.data.*.problem_id.link	string	url	https://devtest.service-now.com/api/now/table/problem/9d3a266ac6112287004e37fb2ceb0133
action_result.data.*.problem_id.value	string	md5	9d3a266ac6112287004e37fb2ceb0133
action_result.data.*.purchase_date	string
action_result.data.*.quantity	string		1
action_result.data.*.reassignment_count	string		1
action_result.data.*.reopen_count	string
action_result.data.*.reopened_by	string
action_result.data.*.reopened_time	string
action_result.data.*.request_line	string
action_result.data.*.resale_price	string		0
action_result.data.*.reserved_for	string
action_result.data.*.residual	string		0
action_result.data.*.residual_date	string
action_result.data.*.resolved_at	string		2018-05-10 19:56:12
action_result.data.*.resolved_by	string
action_result.data.*.resolved_by.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441
action_result.data.*.resolved_by.value	string	md5	6816f79cc0a8016401c5a33be04be441
action_result.data.*.retired	string
action_result.data.*.retirement_date	string
action_result.data.*.rfc	string
action_result.data.*.salvage_value	string		0
action_result.data.*.serial_number	string
action_result.data.*.service_offering	string
action_result.data.*.severity	string		1
action_result.data.*.short_description	string		phapp_servicenow_update, Run file reputation actions only
action_result.data.*.skip_sync	string		false
action_result.data.*.sla_due	string
action_result.data.*.state	string		7
action_result.data.*.stockroom	string
action_result.data.*.subcategory	string
action_result.data.*.substatus	string
action_result.data.*.support_group	string
action_result.data.*.supported_by	string
action_result.data.*.sys_class_name	string		incident
action_result.data.*.sys_created_by	string		pat
action_result.data.*.sys_created_on	string		2016-09-08 18:24:13
action_result.data.*.sys_domain.link	string	url	https://devtest.service-now.com/api/now/table/sys_user_group/global
action_result.data.*.sys_domain.value	string		global
action_result.data.*.sys_domain_path	string	domain	/
action_result.data.*.sys_id	string	servicenow ticket sysid md5	9c573169c611228700193229fff72400
action_result.data.*.sys_mod_count	string		22
action_result.data.*.sys_tags	string
action_result.data.*.sys_updated_by	string		admin
action_result.data.*.sys_updated_on	string		2018-11-21 05:51:32
action_result.data.*.time_worked	string
action_result.data.*.u_short_description	string
action_result.data.*.upon_approval	string
action_result.data.*.upon_reject	string
action_result.data.*.urgency	string		1
action_result.data.*.user_input	string
action_result.data.*.vendor	string
action_result.data.*.vendor.link	string		https://dev78070.service-now.com/api/now/table/core_company/b7e9e843c0a80169009a5a485bb2a2b5
action_result.data.*.vendor.value	string		b7e9e843c0a80169009a5a485bb2a2b5
action_result.data.*.warranty_expiration	string
action_result.data.*.watch_list	string
action_result.data.*.work_end	string
action_result.data.*.work_notes	string
action_result.data.*.work_notes_list	string
action_result.data.*.work_start	string
action_result.summary.fields_updated	boolean		False True
action_result.summary.successfully_added_attachments_count	numeric		2
action_result.summary.total_tickets	numeric
action_result.summary.vault_failure_details	string		{'Vault file could not be found with supplied Vault ID': ['064b5a34257e981880d34913909e0ef83ebb4980']}
action_result.message	string		Fields updated: True
summary.total_objects	numeric		1
summary.total_objects_successful	numeric		1

action: 'get variables'

Get variables for a ticket/record

Type: investigate
Read only: True

The System ID for this action can be obtained by the below steps. Navigate to ServiceNow platform and enter sc_item_option_mtom.LIST in the search panel in the left navigation pane. This opens the list of variables in a new tab. Click on the Parent Item and it will open the Requested Item page. Click on the Options menu available in the top-left corner of the page and select the 'Copy sys_id' option to copy the required System ID.

Action Parameters

PARAMETER	REQUIRED	DESCRIPTION	TYPE	CONTAINS
sys_id	required	Request Item System ID	string	servicenow item sys id md5

Action Output

DATA PATH	TYPE	CONTAINS	EXAMPLE VALUES
action_result.status	string		success failed
action_result.parameter.sys_id	string	servicenow item sys id md5	aeed229047801200e0ef563dbb9a71c2
action_result.data	string
action_result.data.*.	string		new dependant item
action_result.data.*.Additional software requirements	string
action_result.data.*.Adobe Acrobat	string
action_result.data.*.Adobe Photoshop	string
action_result.data.*.Optional Software	string
action_result.summary	string
action_result.summary.num_variables	numeric		1
action_result.message	string		Num variables: 1
summary.total_objects	numeric		1
summary.total_objects_successful	numeric		1

action: 'run query'

Gets object data according to the specified query

Type: investigate
Read only: True

Action Parameters

PARAMETER	REQUIRED	DESCRIPTION	TYPE	CONTAINS
query	required	The query to search for e.g. sysparm_query=short_descriptionLIKEaudit	string
query_table	required	Name of the table to be searched task	string	servicenow table
max_results	optional	Max number of records to return	numeric

Action Output

DATA PATH	TYPE	CONTAINS	EXAMPLE VALUES
action_result.status	string		success failed
action_result.parameter.max_results	numeric		100
action_result.parameter.query	string		sysparm_query=short_descriptionLIKEunable short_descriptionLIKEphapp_servicenow
action_result.parameter.query_table	string	servicenow table	incident
action_result.data.*.active	string		true false
action_result.data.*.activity_due	string
action_result.data.*.additional_assignee_list	string
action_result.data.*.admin_password	string
action_result.data.*.admin_user	string
action_result.data.*.approval	string		not requested
action_result.data.*.approval_history	string
action_result.data.*.approval_set	string
action_result.data.*.assigned_to	string
action_result.data.*.assigned_to.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007
action_result.data.*.assigned_to.value	string	md5	5137153cc611227c000bbd1bd8cd2007
action_result.data.*.assignment_group	string
action_result.data.*.assignment_group.link	string	url	https://devtest.service-now.com/api/now/table/sys_user_group/287ebd7da9fe198100f92cc8d1d2154e
action_result.data.*.assignment_group.value	string	md5	287ebd7da9fe198100f92cc8d1d2154e
action_result.data.*.business_duration	string		1970-01-22 21:46:21
action_result.data.*.business_service	string
action_result.data.*.business_service.link	string	url	https://devtest.service-now.com/api/now/table/cmdb_ci_service/27d32778c0a8000b00db970eeaa60f16
action_result.data.*.business_service.value	string	md5	27d32778c0a8000b00db970eeaa60f16
action_result.data.*.business_stc	string		1892781
action_result.data.*.calendar_duration	string		1970-04-02 20:46:21
action_result.data.*.calendar_stc	string		7937181
action_result.data.*.caller_id	string
action_result.data.*.caller_id.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2006
action_result.data.*.caller_id.value	string	md5	5137153cc611227c000bbd1bd8cd2006
action_result.data.*.category	string		inquiry
action_result.data.*.caused_by	string
action_result.data.*.child_incidents	string		0
action_result.data.*.close_code	string		Closed/Resolved by Caller
action_result.data.*.close_notes	string		Closed before close notes were made mandatory
action_result.data.*.closed_at	string		2018-02-08 23:10:06
action_result.data.*.closed_by	string
action_result.data.*.closed_by.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7
action_result.data.*.closed_by.value	string	md5	681ccaf9c0a8016400b98a06818d57c7
action_result.data.*.cluster_node	string
action_result.data.*.cmdb_ci	string
action_result.data.*.cmdb_ci.link	string	url	https://devtest.service-now.com/api/now/table/cmdb_ci/109562a3c611227500a7b7ff98cc0dc7
action_result.data.*.cmdb_ci.value	string	md5	109562a3c611227500a7b7ff98cc0dc7
action_result.data.*.comments	string
action_result.data.*.comments_and_work_notes	string
action_result.data.*.company	string
action_result.data.*.company.link	string	url	https://devtest.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec
action_result.data.*.company.value	string	md5	31bea3d53790200044e0bfc8bcbe5dec
action_result.data.*.contact_type	string		self-service
action_result.data.*.correlation_display	string
action_result.data.*.correlation_id	string
action_result.data.*.database_name	string
action_result.data.*.database_password	string
action_result.data.*.database_tablespace	string
action_result.data.*.database_type	string
action_result.data.*.database_url	string
action_result.data.*.database_user	string
action_result.data.*.delivery_plan	string
action_result.data.*.delivery_task	string
action_result.data.*.description	string		I can access my folder but can't access my team's folder on our file share
action_result.data.*.due_date	string
action_result.data.*.escalation	string		0
action_result.data.*.expected_start	string
action_result.data.*.follow_up	string
action_result.data.*.group_list	string
action_result.data.*.hold_reason	string
action_result.data.*.impact	string		2
action_result.data.*.incident_state	string		1
action_result.data.*.instance_id	string
action_result.data.*.instance_name	string		Source Instance
action_result.data.*.instance_url	string
action_result.data.*.knowledge	string		false
action_result.data.*.location	string
action_result.data.*.location.link	string	url	https://devtest.service-now.com/api/now/table/cmn_location/1083361cc611227501b682158cabf646
action_result.data.*.location.value	string	md5	1083361cc611227501b682158cabf646
action_result.data.*.made_sla	string		true false
action_result.data.*.notify	string		1
action_result.data.*.number	string	servicenow ticket number	INC0000001
action_result.data.*.opened_at	string		2016-08-10 16:14:29
action_result.data.*.opened_by.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441
action_result.data.*.opened_by.value	string	md5	6816f79cc0a8016401c5a33be04be441
action_result.data.*.order	string
action_result.data.*.parent	string
action_result.data.*.parent_incident	string
action_result.data.*.parent_incident.link	string		https://devtest00.service-now.com/api/now/table/incident/f12ca184735123002720060c4cf6a7ef
action_result.data.*.parent_incident.value	string		f12ca184735123002720060c4cf6a7ef
action_result.data.*.primary	string
action_result.data.*.priority	string		3
action_result.data.*.problem_id	string
action_result.data.*.problem_id.link	string	url	https://devtest.service-now.com/api/now/table/problem/9d3a266ac6112287004e37fb2ceb0133
action_result.data.*.problem_id.value	string	md5	9d3a266ac6112287004e37fb2ceb0133
action_result.data.*.production	string		true
action_result.data.*.reassignment_count	string		0
action_result.data.*.reopen_count	string		0
action_result.data.*.reopened_by	string
action_result.data.*.reopened_time	string
action_result.data.*.resolved_at	string		2018-05-10 19:56:12
action_result.data.*.resolved_by	string
action_result.data.*.resolved_by.link	string	url	https://devtest.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007
action_result.data.*.resolved_by.value	string	md5	5137153cc611227c000bbd1bd8cd2007
action_result.data.*.rfc	string
action_result.data.*.rfc.link	string	url	https://devtest.service-now.com/api/now/table/change_request/15e9cf93db792300134cd100cf96192d
action_result.data.*.rfc.value	string	md5	15e9cf93db792300134cd100cf96192d
action_result.data.*.service_offering	string
action_result.data.*.severity	string		3
action_result.data.*.short_description	string		Unable to access team file share
action_result.data.*.sla_due	string
action_result.data.*.source	string		true
action_result.data.*.state	string		1
action_result.data.*.subcategory	string
action_result.data.*.sys_class_name	string		incident
action_result.data.*.sys_created_by	string		admin
action_result.data.*.sys_created_on	string		2016-08-10 16:14:29
action_result.data.*.sys_domain.link	string	url	https://devtest.service-now.com/api/now/table/sys_user_group/global
action_result.data.*.sys_domain.value	string		global
action_result.data.*.sys_domain_path	string	domain	/
action_result.data.*.sys_id	string	servicenow ticket sysid md5	85071a1347c12200e0ef563dbb9a71c1
action_result.data.*.sys_mod_count	string		0
action_result.data.*.sys_tags	string
action_result.data.*.sys_updated_by	string		admin
action_result.data.*.sys_updated_on	string		2016-08-10 16:14:29
action_result.data.*.time_worked	string
action_result.data.*.u_short_description	string
action_result.data.*.upon_approval	string		proceed
action_result.data.*.upon_reject	string		cancel
action_result.data.*.urgency	string		2
action_result.data.*.user_input	string
action_result.data.*.validation_error	string
action_result.data.*.war_version	string
action_result.data.*.watch_list	string
action_result.data.*.work_end	string
action_result.data.*.work_notes	string
action_result.data.*.work_notes_list	string
action_result.data.*.work_start	string
action_result.summary.total_tickets	numeric		2
action_result.message	string		Important data: value
summary.total_objects	numeric		1
summary.total_objects_successful	numeric		1

action: 'query users'

Gets user data according to the specified query, username, or system ID

Type: investigate
Read only: True

Action Parameters

PARAMETER	REQUIRED	DESCRIPTION	TYPE	CONTAINS
query	optional	The query to run. e.g. sysparm_query=user_name=admin	string
user_id	optional	Query by user system ID	string
username	optional	Query by username	string
max_results	optional	Max number of records to return	numeric

Action Output

DATA PATH	TYPE	CONTAINS	EXAMPLE VALUES
action_result.status	string		success failed
action_result.parameter.max_results	numeric		100
action_result.parameter.query	string		sysparm_query=user_name=admin
action_result.parameter.user_id	string		6816f79cc0a8016401c5a33be04be441
action_result.parameter.username	string		admin
action_result.data.*.active	string		true
action_result.data.*.avatar	string	md5	c148e1d13741310042106710ce41f149
action_result.data.*.building	string
action_result.data.*.calendar_integration	string		1
action_result.data.*.city	string
action_result.data.*.company	string
action_result.data.*.cost_center	string
action_result.data.*.country	string
action_result.data.*.date_format	string
action_result.data.*.default_perspective	string
action_result.data.*.department.link	string	url	https://dev116432.service-now.com/api/now/table/cmn_department/a581ab703710200044e0bfc8bcbe5de8
action_result.data.*.department.value	string	md5	a581ab703710200044e0bfc8bcbe5de8
action_result.data.*.email	string	email	abc@pqr.us
action_result.data.*.employee_number	string
action_result.data.*.enable_multifactor_authn	string		false
action_result.data.*.failed_attempts	string		0
action_result.data.*.first_name	string		System
action_result.data.*.gender	string
action_result.data.*.home_phone	string
action_result.data.*.internal_integration_user	string		false
action_result.data.*.introduction	string
action_result.data.*.last_login	string		2022-06-24
action_result.data.*.last_login_time	string		2022-06-24 22:32:15
action_result.data.*.last_name	string		Administrator
action_result.data.*.ldap_server	string
action_result.data.*.location	string
action_result.data.*.locked_out	string		false
action_result.data.*.manager	string
action_result.data.*.middle_name	string
action_result.data.*.mobile_phone	string
action_result.data.*.name	string		System Administrator
action_result.data.*.notification	string		2
action_result.data.*.password_needs_reset	string		false
action_result.data.*.phone	string
action_result.data.*.photo	string
action_result.data.*.preferred_language	string
action_result.data.*.roles	string		admin
action_result.data.*.schedule	string
action_result.data.*.source	string
action_result.data.*.state	string
action_result.data.*.street	string
action_result.data.*.sys_class_name	string		sys_user
action_result.data.*.sys_created_by	string		fred.luddy
action_result.data.*.sys_created_on	string		2007-07-03 18:48:47
action_result.data.*.sys_domain.link	string	url	https://dev116432.service-now.com/api/now/table/sys_user_group/global
action_result.data.*.sys_domain.value	string		global
action_result.data.*.sys_domain_path	string	domain
action_result.data.*.sys_id	string	md5	6816f79cc0a8016401c5a33be04be441
action_result.data.*.sys_mod_count	string		110
action_result.data.*.sys_tags	string
action_result.data.*.sys_updated_by	string		system
action_result.data.*.sys_updated_on	string		2022-06-24 22:32:28
action_result.data.*.time_format	string
action_result.data.*.time_zone	string
action_result.data.*.title	string		System Administrator
action_result.data.*.user_name	string		admin
action_result.data.*.vip	string		false
action_result.data.*.web_service_access_only	string		false
action_result.data.*.zip	string
action_result.summary.total_tickets	numeric		1
action_result.message	string		Total tickets: 1
summary.total_objects	numeric		1
summary.total_objects_successful	numeric		1

action: 'search sources'

Search for records across multiple tables

Type: investigate
Read only: True

To find the list of search source IDs for the sysparm_search_sources parameter, follow this path in servicenow UI: All > Workspace Experience > Administration > Search Sources. Once there, click with two fingers/right click on the source name and copy the sys_id.

Action Parameters

PARAMETER	REQUIRED	DESCRIPTION	TYPE	CONTAINS
sysparm_term	required	Search record for the given term	string
sysparm_search_sources	required	SYS ID of search sources, Comma-separated list allowed	string	servicenow ticket sysid

Action Output

DATA PATH	TYPE	CONTAINS	EXAMPLE VALUES
action_result.status	string		success failed
action_result.parameter.sysparm_search_sources	string	servicenow ticket sysid	tec681c771testfedf0bcbe2c2606c
action_result.parameter.sysparm_term	string		Resolved
action_result.data.*.result_count	numeric
action_result.data.*.search_results.*.fields.*.label	string		Number
action_result.data.*.search_results.*.fields.*.label_plural	string		Numbers
action_result.data.*.search_results.*.fields.*.max_length	numeric		40
action_result.data.*.search_results.*.fields.*.name	string		number
action_result.data.*.search_results.*.fields.*.reference	string		sys_user_group
action_result.data.*.search_results.*.fields.*.type	string		string
action_result.data.*.search_results.*.label	string		Problem
action_result.data.*.search_results.*.limit	numeric		20
action_result.data.*.search_results.*.page	numeric		1
action_result.data.*.search_results.*.query	string		123TEXTQUEtest=Fix Applied
action_result.data.*.search_results.*.record_count	numeric
action_result.data.*.search_results.*.records.*.data.assignment_group.display	string
action_result.data.*.search_results.*.records.*.data.assignment_group.value	string
action_result.data.*.search_results.*.records.*.data.caller_id.display	string		System Administrator
action_result.data.*.search_results.*.records.*.data.caller_id.value	string		6816f7test016401c5a33be04be441
action_result.data.*.search_results.*.records.*.data.category.display	string		Inquiry / Help
action_result.data.*.search_results.*.records.*.data.category.value	string		inquiry
action_result.data.*.search_results.*.records.*.data.cmdb_ci.display	string
action_result.data.*.search_results.*.records.*.data.cmdb_ci.value	string
action_result.data.*.search_results.*.records.*.data.number.display	string		INC000001
action_result.data.*.search_results.*.records.*.data.number.value	string		INC000001
action_result.data.*.search_results.*.records.*.data.opened_at.display	string		2023-04-05 00:59:28
action_result.data.*.search_results.*.records.*.data.opened_at.value	string		2023-04-05 07:59:28
action_result.data.*.search_results.*.records.*.data.priority.display	string		5 - Planning
action_result.data.*.search_results.*.records.*.data.priority.value	string		5
action_result.data.*.search_results.*.records.*.data.related_incidents.display	string		0
action_result.data.*.search_results.*.records.*.data.related_incidents.value	string		0
action_result.data.*.search_results.*.records.*.data.resolution_code.value	string
action_result.data.*.search_results.*.records.*.data.state.display	string		New
action_result.data.*.search_results.*.records.*.data.state.value	string		1
action_result.data.*.search_results.*.records.*.data.sys_id.display	string		c673edctest1106401f1e3f153af11
action_result.data.*.search_results.*.records.*.data.sys_id.value	string		td673test1106401f1e3f153af11
action_result.data.*.search_results.*.records.*.metadata.description	string
action_result.data.*.search_results.*.records.*.metadata.thumbnail_url	string
action_result.data.*.search_results.*.records.*.metadata.title	string		hello
action_result.data.*.search_results.*.records.*.record_class_name	string		incident
action_result.data.*.search_results.*.records.*.record_url	string		/incident.do?sys_id=test978221106401f1e99f11&sysparm_view=text_search
action_result.data.*.search_results.*.records.*.sys_id	string		c673ettest97822119953af11
action_result.data.*.search_results.*.records.*.table	string		incident
action_result.data.*.search_results.*.sys_id	string		test897862996401f1e3f1990e
action_result.data.*.search_results.*.term	string		Resolved
action_result.data.*.sources.*.condition.display	string
action_result.data.*.sources.*.condition.value	string
action_result.data.*.sources.*.name.display	string		Tasks-Tickets
action_result.data.*.sources.*.name.value	string		Tasks-Tickets
action_result.data.*.sources.*.source_table	string		Problem
action_result.data.*.sources.*.sys_id	string	servicenow ticket sysid	test8699964099f153af0e99
action_result.data.*.term	string		Resolved
action_result.summary	string
action_result.summary.total_records	numeric		1
action_result.message	string		Total records: 0
summary.total_objects	numeric		1
summary.total_objects_successful	numeric		1

action: 'on poll'

Ingest tickets from SNOW

Type: ingest
Read only: True

For specifying and getting the On Poll filter (available in config parameters) work correctly for the date-time fields, follow the next steps. If the user provides date-time filter based on local timezone as selected on the ServiceNow settings, follow the syntax i.e. sys_created_on>javascript:gs.dateGenerate('YYYY-MM-DD','HH:MM:SS'). If the user provides a date-time filter based on GMT/UTC timezone, follow the syntax i.e. sys_created_on>YYYY-MM-DD HH:MM:SS.

Action Parameters

PARAMETER	REQUIRED	DESCRIPTION	TYPE	CONTAINS
container_count	optional	Maximum numer of tickets ingest during poll now	numeric
start_time	optional	Parameter ignored in this app	numeric
container_id	optional	Parameter ignored in this app	string
artifact_count	optional	Parameter ignored in this app	numeric
end_time	optional	Parameter ignored in this app	numeric
severity	optional	Parameter ignored in this app	string

Action Output

No Output