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Vendor

ServiceNow

Product

Now Platform

OS Versions:

San Diego

Method

REST

Category

Service Assurance

ITSM (Service Management)

Project Type

Workflow Project

View Repository
Workflow

ServiceNow Platform Modular Automations

Overview

Project with workflows for the Now Platform from ServiceNow

Workflows

Name Overview
Create Change Request - ServiceNow Creates a change request in ServiceNow.
Update Change Request - ServiceNow Updates a change request in ServiceNow.
Close Change Request - ServiceNow Closes a change request in ServiceNow.
Create Incident - ServiceNow Creates an incident in ServiceNow.
Update Incident - ServiceNow Updates an incident in ServiceNow.
Create Request Item (RITM) - ServiceNow Creates a request item in ServiceNow.
Update Request Item (RITM) - ServiceNow Updates a request item in ServiceNow.
Get Service Catalog Inputs - ServiceNow Gets variable inputs needed for Service Catalog item in ServiceNow.
Order Service Catalog Item - ServiceNow Orders a Service Catalog item in ServiceNow

For further technical details on how to install and use this Workflow Project, please click the Technical Documentation tab.

Table of Contents

Getting Started

This section is helpful for deployments as it provides you with pertinent information on prerequisites and properties.

Helpful Background Information

Workflows often include logic that varies from business to business. As a result, we often find that our Workflow Projects are more useful as modular components that can be incorporated into a larger process. In addition, they often can add value as a learning tool on how we integrate with other systems and how we do things within the Itential Automation Platform.

While these can be utilized, you may find more value in using them as a starting point to build around.

Prerequisites

Itential Workflow Projects are built and tested on particular versions of IAP. In addition, Workflow Projects are often dependent on external systems and as such, these Workflow Projects will have dependencies on these other systems. This version of ServiceNow - Now Platform - REST has been tested with:

  • IAP 2023.2

External Dependencies

Name OS Version API Version
ServiceNow San Diego

Adapters

Name Version Configuration Notes
adapter-servicenow 2.6.0

How to Install

To install the Workflow Project:

  • Verify you are running a supported version of the Itential Automation Platform (IAP) as listed above in the Supported IAP Versions section in order to install the Example Project.
  • Import the Example Project in Admin Essentials.

Testing

Cypress is generally used to test all Itential Example Projects. While Cypress is an opensource tool, at Itential we have internal libraries that have been built around Cypress to allow us to test with a deployed IAP.

When certifying our Example Projects for a release of IAP we run these tests against the particular version of IAP and create a release branch in GitLab. If you do not see the Example Project available in your version of IAP please contact Itential.

While Itential tests this Example Project and its capabilities, it is often the case the customer environments offer their own unique circumstances. Therefore, it is our recommendation that you deploy this Example Project into a development/testing environment in which you can test the Example Project.

Using this Workflow Project

Workflow Projects contain 1 or more workflows. Each of these workflows have different inputs and outputs.

Close Change Request - ServiceNow

Closes a change request in ServiceNow.

Capabilities include:

  • Closes a change request in ServiceNow

Entry Point IAP Component

The primary IAP component to run Close Change Request - ServiceNow is listed below:

IAP Component Name IAP Component Type
Close Change Request - ServiceNow Workflow

Inputs

The following table lists the inputs for Close Change Request - ServiceNow:

Name Type Required Description Example Value
crNumber string yes Change request number 
CHG0030001
closeCode string yes Change request close code 
1
closeNotes string yes Change request close notes 
Change complete
adapterId string yes ServiceNow adapter to use 
servicenow

Outputs

The following table lists the outputs for Close Change Request - ServiceNow:

Name Type Description Example Value
updatedCR object The closed change request 
{
  "icode": "AD.200",
  "response": "success"
}
serviceNowError object Error response if closing the change request fails 
{
  "icode": "AD.500",
  "IAPerror": {
    "origin": "ServiceNow-connectorRest-handleEndResponse",
    "displayString": "Error 403 received on request",
    "recommendation": "Verify the request is accurate via debug logs and postman",
    "code": 403,
    "raw_response": {
      "status": "success",
      "code": 403,
      "response": {
        "error": {
          "message": "Operation Failed",
          "detail": "Operation against file 'change_request' was aborted by Business Rule 'Change Model: Check State Transition^d178c98a47207110bc241098c26d43f5'. Business Rule Stack:Change Model: Check State Transition"
        },
        "status": "failure"
      }
    }
  },
  "response": {
    "error": {
      "message": "Operation Failed",
      "detail": "Operation against file 'change_request' was aborted by Business Rule 'Change Model: Check State Transition^d178c98a47207110bc241098c26d43f5'. Business Rule Stack:Change Model: Check State Transition"
    },
    "status": "failure"
  }
}

Query Output

The following items show how to query successful results from the output of Close Change Request - ServiceNow:

Close Change Request Result

updatedCR.response

The following items show how to query failure results from the output of Close Change Request - ServiceNow:

Error Response Message

serviceNowError.response.error.detail

Example Inputs and Outputs

Example 1

Input:

{
  "crNumber": "CHG0030001",
  "closeCode": "1",
  "closeNotes": "Change complete",
  "adapterId": "servicenow"
}

Output:

{
  "updatedCR": {
    "icode": "AD.200",
    "response": "success"
  }
}
Example 2

Input:

{
  "crNumber": "CHG0030001",
  "closeCode": "0",
  "closeNotes": "Change complete",
  "adapterId": "servicenow"
}

Output:

{
  "serviceNowError": {
    "icode": "AD.500",
    "IAPerror": {
      "origin": "ServiceNow-connectorRest-handleEndResponse",
      "displayString": "Error 403 received on request",
      "recommendation": "Verify the request is accurate via debug logs and postman",
      "code": 403,
      "raw_response": {
        "status": "success",
        "code": 403,
        "response": {
          "error": {
            "message": "Operation Failed",
            "detail": "Operation against file 'change_request' was aborted by Business Rule 'Change Model: Check State Transition^d178c98a47207110bc241098c26d43f5'. Business Rule Stack:Change Model: Check State Transition"
          },
          "status": "failure"
        }
      }
    },
    "response": {
      "error": {
        "message": "Operation Failed",
        "detail": "Operation against file 'change_request' was aborted by Business Rule 'Change Model: Check State Transition^d178c98a47207110bc241098c26d43f5'. Business Rule Stack:Change Model: Check State Transition"
      },
      "status": "failure"
    }
  },
  "updatedCR": null
}

API Links

API Name API Documentation Link API Link Visibility
San Diego REST API https://developer.servicenow.com/dev.do#!/reference/api/sandiego/rest Public
Tokyo REST API https://developer.servicenow.com/dev.do#!/reference/api/tokyo/rest Public
Utah REST API https://developer.servicenow.com/dev.do#!/reference/api/utah/rest/ Public
Vancouver REST API https://developer.servicenow.com/dev.do#!/reference/api/vancouver/rest Public

Create Change Request - ServiceNow

Creates a change request in ServiceNow.

Capabilities include:

  • Creates a change request in ServiceNow

Entry Point IAP Component

The primary IAP component to run Create Change Request - ServiceNow is listed below:

IAP Component Name IAP Component Type
Create Change Request - ServiceNow Workflow

Inputs

The following table lists the inputs for Create Change Request - ServiceNow:

Name Type Required Description Example Value
title string yes Change request title 
Change Request Title
summary string yes Change request summary 
Change request summary
description string yes Change request description 
Change request description
comments string yes Change request comments 
Comment
assignmentGroup string yes Change request assignment group 
Operations
adapterId string yes ServiceNow adapter to use 
servicenow

Outputs

The following table lists the outputs for Create Change Request - ServiceNow:

Name Type Description Example Value
createdCR object The created change request 
{
  "icode": "AD.201",
  "response": {
    "id": "59a356ce47247110bc241098c26d43c6",
    "number": "CHG0030002",
    "summary": "test summary",
    "current_state": "-5",
    "approve_state": "not requested",
    "created_on": "2023-08-10 20:40:51",
    "created_by": "admin",
    "updated_on": "2023-08-10 20:40:51",
    "updated_by": "admin",
    "parent": "",
    "reason": "",
    "watch_list": "",
    "upon_reject": "cancel",
    "type": "normal",
    "approval_history": "",
    "test_plan": "",
    "cab_delegate": "",
    "knowledge": "false",
    "order": "",
    "phase": "requested",
    "cmdb_ci": "",
    "delivery_plan": "",
    "contract": "",
    "impact": "3",
    "active": "true",
    "work_notes_list": "",
    "priority": "4",
    "sys_domain_path": "/",
    "cab_recommendation": "",
    "production_system": "false",
    "review_date": "",
    "business_duration": "",
    "group_list": "",
    "requested_by": {
      "link": "https://service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441",
      "value": "6816f79cc0a8016401c5a33be04be441"
    },
    "change_plan": "",
    "approval_set": "",
    "implementation_plan": "",
    "universal_request": "",
    "end_date": "",
    "correlation_display": "",
    "delivery_task": "",
    "additional_assignee_list": "",
    "outside_maintenance_schedule": "false",
    "std_change_producer_version": "",
    "service_offering": "",
    "sys_class_name": "change_request",
    "closed_by": "",
    "follow_up": "",
    "reassignment_count": "0",
    "review_status": "",
    "assigned_to": "",
    "start_date": "",
    "sla_due": "",
    "comments_and_work_notes": "",
    "escalation": "0",
    "upon_approval": "proceed",
    "correlation_id": "",
    "made_sla": "true",
    "backout_plan": "",
    "conflict_status": "Not Run",
    "task_effective_number": "CHG0030002",
    "opened_by": {
      "link": "https://service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441",
      "value": "6816f79cc0a8016401c5a33be04be441"
    },
    "user_input": "",
    "on_hold_task": "",
    "sys_domain": {
      "link": "https://service-now.com/api/now/table/sys_user_group/global",
      "value": "global"
    },
    "route_reason": "",
    "closed_at": "",
    "review_comments": "",
    "business_service": "",
    "time_worked": "",
    "chg_model": {
      "link": "https://service-now.com/api/now/table/chg_model/007c4001c343101035ae3f52c1d3aeb2",
      "value": "007c4001c343101035ae3f52c1d3aeb2"
    },
    "expected_start": "",
    "opened_at": "2023-08-10 20:40:51",
    "phase_state": "open",
    "cab_date": "",
    "work_notes": "",
    "assignment_group": {
      "link": "https://service-now.com/api/now/table/sys_user_group/test_group",
      "value": "test_group"
    },
    "description": "test description",
    "on_hold_reason": "",
    "calendar_duration": "",
    "contact_type": "",
    "cab_required": "false",
    "urgency": "3",
    "scope": "3",
    "company": "",
    "justification": "",
    "activity_due": "",
    "comments": "",
    "due_date": "",
    "sys_mod_count": "0",
    "on_hold": "false",
    "sys_tags": "",
    "conflict_last_run": "",
    "unauthorized": "false",
    "location": "",
    "risk": "3",
    "category": "Other",
    "risk_impact_analysis": ""
  }
}
serviceNowError object Error response if creating change request fails 
{}

Query Output

The following items show how to query successful results from the output of Create Change Request - ServiceNow:

Created Change Request Number

createdCR.response.number

The following items show how to query failure results from the output of Create Change Request - ServiceNow:

Error Response Message

serviceNowError.response.error.detail

Example Inputs and Outputs

Example 1

Input:

{
  "adapterId": "ServiceNow",
  "title": "Change Request Title",
  "summary": "Change Request summary",
  "description": "Change request description",
  "comments": "Change request comment",
  "assignmentGroup": "Assignment Group"
}

Output:

{
  "createdCR": {
    "icode": "AD.201",
    "response": {
      "id": "59a356ce47247110bc241098c26d43c6",
      "number": "CHG0030002",
      "summary": "Change Request summary",
      "current_state": "-5",
      "approve_state": "not requested",
      "created_on": "2023-08-10 20:40:51",
      "created_by": "admin",
      "updated_on": "2023-08-10 20:40:51",
      "updated_by": "admin",
      "parent": "",
      "reason": "",
      "watch_list": "",
      "upon_reject": "cancel",
      "type": "normal",
      "approval_history": "",
      "test_plan": "",
      "cab_delegate": "",
      "knowledge": "false",
      "order": "",
      "phase": "requested",
      "cmdb_ci": "",
      "delivery_plan": "",
      "contract": "",
      "impact": "3",
      "active": "true",
      "work_notes_list": "",
      "priority": "4",
      "sys_domain_path": "/",
      "cab_recommendation": "",
      "production_system": "false",
      "review_date": "",
      "business_duration": "",
      "group_list": "",
      "requested_by": {
        "link": "https://dev68508.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441",
        "value": "6816f79cc0a8016401c5a33be04be441"
      },
      "change_plan": "",
      "approval_set": "",
      "implementation_plan": "",
      "universal_request": "",
      "end_date": "",
      "correlation_display": "",
      "delivery_task": "",
      "additional_assignee_list": "",
      "outside_maintenance_schedule": "false",
      "std_change_producer_version": "",
      "service_offering": "",
      "sys_class_name": "change_request",
      "closed_by": "",
      "follow_up": "",
      "reassignment_count": "0",
      "review_status": "",
      "assigned_to": "",
      "start_date": "",
      "sla_due": "",
      "comments_and_work_notes": "",
      "escalation": "0",
      "upon_approval": "proceed",
      "correlation_id": "",
      "made_sla": "true",
      "backout_plan": "",
      "conflict_status": "Not Run",
      "task_effective_number": "CHG0030002",
      "opened_by": {
        "link": "https://dev68508.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441",
        "value": "6816f79cc0a8016401c5a33be04be441"
      },
      "user_input": "",
      "on_hold_task": "",
      "sys_domain": {
        "link": "https://dev68508.service-now.com/api/now/table/sys_user_group/global",
        "value": "global"
      },
      "route_reason": "",
      "closed_at": "",
      "review_comments": "",
      "business_service": "",
      "time_worked": "",
      "chg_model": {
        "link": "https://dev68508.service-now.com/api/now/table/chg_model/007c4001c343101035ae3f52c1d3aeb2",
        "value": "007c4001c343101035ae3f52c1d3aeb2"
      },
      "expected_start": "",
      "opened_at": "2023-08-10 20:40:51",
      "phase_state": "open",
      "cab_date": "",
      "work_notes": "",
      "assignment_group": {
        "link": "https://dev68508.service-now.com/api/now/table/sys_user_group/assignment_group",
        "value": "Assignment Group"
      },
      "description": "Change request description",
      "on_hold_reason": "",
      "calendar_duration": "",
      "contact_type": "",
      "cab_required": "false",
      "urgency": "3",
      "scope": "3",
      "company": "",
      "justification": "",
      "activity_due": "",
      "comments": "Change request comment",
      "due_date": "",
      "sys_mod_count": "0",
      "on_hold": "false",
      "sys_tags": "",
      "conflict_last_run": "",
      "unauthorized": "false",
      "location": "",
      "risk": "3",
      "category": "Other",
      "risk_impact_analysis": ""
    }
  }
}

API Links

API Name API Documentation Link API Link Visibility
San Diego REST API https://developer.servicenow.com/dev.do#!/reference/api/sandiego/rest Public
Tokyo REST API https://developer.servicenow.com/dev.do#!/reference/api/tokyo/rest Public
Utah REST API https://developer.servicenow.com/dev.do#!/reference/api/utah/rest/ Public
Vancouver REST API https://developer.servicenow.com/dev.do#!/reference/api/vancouver/rest Public

Create Incident - ServiceNow

Creates an incident in ServiceNow.

Capabilities include:

  • Creates an incident in ServiceNow

Entry Point IAP Component

The primary IAP component to run Create Incident - ServiceNow is listed below:

IAP Component Name IAP Component Type
Create Incident - ServiceNow Workflow

Inputs

The following table lists the inputs for Create Incident - ServiceNow:

Name Type Required Description Example Value
summary string yes Incident summary 
Incident summary
comments string yes Incident comments 
Incident comments
adapterId string yes ServiceNow adapter to use 
servicenow

Outputs

The following table lists the outputs for Create Incident - ServiceNow:

Name Type Description Example Value
createdIncident object The created incident 
{
  "icode": "AD.201",
  "response": {
    "id": "59a356ce47247110bc241098c26d43c6",
    "number": "CHG0030002",
    "summary": "test summary",
    "current_state": "-5",
    "approve_state": "not requested",
    "created_on": "2023-08-10 20:40:51",
    "created_by": "admin",
    "updated_on": "2023-08-10 20:40:51",
    "updated_by": "admin",
    "parent": "",
    "reason": "",
    "watch_list": "",
    "upon_reject": "cancel",
    "type": "normal",
    "approval_history": "",
    "test_plan": "",
    "cab_delegate": "",
    "knowledge": "false",
    "order": "",
    "phase": "requested",
    "cmdb_ci": "",
    "delivery_plan": "",
    "contract": "",
    "impact": "3",
    "active": "true",
    "work_notes_list": "",
    "priority": "4",
    "sys_domain_path": "/",
    "cab_recommendation": "",
    "production_system": "false",
    "review_date": "",
    "business_duration": "",
    "group_list": "",
    "requested_by": {
      "link": "https://service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441",
      "value": "6816f79cc0a8016401c5a33be04be441"
    },
    "change_plan": "",
    "approval_set": "",
    "implementation_plan": "",
    "universal_request": "",
    "end_date": "",
    "correlation_display": "",
    "delivery_task": "",
    "additional_assignee_list": "",
    "outside_maintenance_schedule": "false",
    "std_change_producer_version": "",
    "service_offering": "",
    "sys_class_name": "change_request",
    "closed_by": "",
    "follow_up": "",
    "reassignment_count": "0",
    "review_status": "",
    "assigned_to": "",
    "start_date": "",
    "sla_due": "",
    "comments_and_work_notes": "",
    "escalation": "0",
    "upon_approval": "proceed",
    "correlation_id": "",
    "made_sla": "true",
    "backout_plan": "",
    "conflict_status": "Not Run",
    "task_effective_number": "CHG0030002",
    "opened_by": {
      "link": "https://service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441",
      "value": "6816f79cc0a8016401c5a33be04be441"
    },
    "user_input": "",
    "on_hold_task": "",
    "sys_domain": {
      "link": "https://service-now.com/api/now/table/sys_user_group/global",
      "value": "global"
    },
    "route_reason": "",
    "closed_at": "",
    "review_comments": "",
    "business_service": "",
    "time_worked": "",
    "chg_model": {
      "link": "https://service-now.com/api/now/table/chg_model/007c4001c343101035ae3f52c1d3aeb2",
      "value": "007c4001c343101035ae3f52c1d3aeb2"
    },
    "expected_start": "",
    "opened_at": "2023-08-10 20:40:51",
    "phase_state": "open",
    "cab_date": "",
    "work_notes": "",
    "assignment_group": {
      "link": "https://service-now.com/api/now/table/sys_user_group/test_group",
      "value": "test_group"
    },
    "description": "test description",
    "on_hold_reason": "",
    "calendar_duration": "",
    "contact_type": "",
    "cab_required": "false",
    "urgency": "3",
    "scope": "3",
    "company": "",
    "justification": "",
    "activity_due": "",
    "comments": "",
    "due_date": "",
    "sys_mod_count": "0",
    "on_hold": "false",
    "sys_tags": "",
    "conflict_last_run": "",
    "unauthorized": "false",
    "location": "",
    "risk": "3",
    "category": "Other",
    "risk_impact_analysis": ""
  }
}
serviceNowError object Error response if creating incident fails 
{}

Query Output

The following items show how to query successful results from the output of Create Incident - ServiceNow:

Created Incident Number

createdIncident.response.number

The following items show how to query failure results from the output of Create Incident - ServiceNow:

Error Response Message

serviceNowError.response.error.detail

Example Inputs and Outputs

Example 1

Input:

{
  "summary": "Test incident 1",
  "comments": "Test comment",
  "adapterId": "servicenow"
}

Output:

{
  "createdIncident": {
    "icode": "AD.201",
    "response": {
      "id": "59a356ce47247110bc241098c26d43c6",
      "number": "CHG0030002",
      "summary": "Summary of change",
      "current_state": "-5",
      "approve_state": "not requested",
      "created_on": "2023-08-10 20:40:51",
      "created_by": "admin",
      "updated_on": "2023-08-10 20:40:51",
      "updated_by": "admin",
      "parent": "",
      "reason": "",
      "watch_list": "",
      "upon_reject": "cancel",
      "type": "normal",
      "approval_history": "",
      "test_plan": "",
      "cab_delegate": "",
      "knowledge": "false",
      "order": "",
      "phase": "requested",
      "cmdb_ci": "",
      "delivery_plan": "",
      "contract": "",
      "impact": "3",
      "active": "true",
      "work_notes_list": "",
      "priority": "4",
      "sys_domain_path": "/",
      "cab_recommendation": "",
      "production_system": "false",
      "review_date": "",
      "business_duration": "",
      "group_list": "",
      "requested_by": {
        "link": "https://dev68508.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441",
        "value": "6816f79cc0a8016401c5a33be04be441"
      },
      "change_plan": "",
      "approval_set": "",
      "implementation_plan": "",
      "universal_request": "",
      "end_date": "",
      "correlation_display": "",
      "delivery_task": "",
      "additional_assignee_list": "",
      "outside_maintenance_schedule": "false",
      "std_change_producer_version": "",
      "service_offering": "",
      "sys_class_name": "change_request",
      "closed_by": "",
      "follow_up": "",
      "reassignment_count": "0",
      "review_status": "",
      "assigned_to": "",
      "start_date": "",
      "sla_due": "",
      "comments_and_work_notes": "",
      "escalation": "0",
      "upon_approval": "proceed",
      "correlation_id": "",
      "made_sla": "true",
      "backout_plan": "",
      "conflict_status": "Not Run",
      "task_effective_number": "CHG0030002",
      "opened_by": {
        "link": "https://dev68508.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441",
        "value": "6816f79cc0a8016401c5a33be04be441"
      },
      "user_input": "",
      "on_hold_task": "",
      "sys_domain": {
        "link": "https://dev68508.service-now.com/api/now/table/sys_user_group/global",
        "value": "global"
      },
      "route_reason": "",
      "closed_at": "",
      "review_comments": "",
      "business_service": "",
      "time_worked": "",
      "chg_model": {
        "link": "https://dev68508.service-now.com/api/now/table/chg_model/007c4001c343101035ae3f52c1d3aeb2",
        "value": "007c4001c343101035ae3f52c1d3aeb2"
      },
      "expected_start": "",
      "opened_at": "2023-08-10 20:40:51",
      "phase_state": "open",
      "cab_date": "",
      "work_notes": "",
      "assignment_group": {
        "link": "https://dev68508.service-now.com/api/now/table/sys_user_group/working_group",
        "value": "working_group"
      },
      "description": "Description of change",
      "on_hold_reason": "",
      "calendar_duration": "",
      "contact_type": "",
      "cab_required": "false",
      "urgency": "3",
      "scope": "3",
      "company": "",
      "justification": "",
      "activity_due": "",
      "comments": "",
      "due_date": "",
      "sys_mod_count": "0",
      "on_hold": "false",
      "sys_tags": "",
      "conflict_last_run": "",
      "unauthorized": "false",
      "location": "",
      "risk": "3",
      "category": "Other",
      "risk_impact_analysis": ""
    }
  }
}

API Links

API Name API Documentation Link API Link Visibility
San Diego REST API https://developer.servicenow.com/dev.do#!/reference/api/sandiego/rest Public
Tokyo REST API https://developer.servicenow.com/dev.do#!/reference/api/tokyo/rest Public
Utah REST API https://developer.servicenow.com/dev.do#!/reference/api/utah/rest/ Public
Vancouver REST API https://developer.servicenow.com/dev.do#!/reference/api/vancouver/rest Public

Create Request Item (RITM) - ServiceNow

Creates a request item in ServiceNow.

Capabilities include:

  • Creates a request item in ServiceNow

Entry Point IAP Component

The primary IAP component to run Create Request Item (RITM) - ServiceNow is listed below:

IAP Component Name IAP Component Type
Create Request Item (RITM) - ServiceNow Workflow

Inputs

The following table lists the inputs for Create Request Item (RITM) - ServiceNow:

Name Type Required Description Example Value
summary string yes Request item summary 
Request item summary
comments string yes Request item comments 
Request item comments
adapterId string yes ServiceNow adapter to use 
servicenow

Outputs

The following table lists the outputs for Create Request Item (RITM) - ServiceNow:

Name Type Description Example Value
createdRequestItem object The created request item 
{
  "response": {
    "id": "bffb4bad47b43110bc241098c26d4369",
    "number": "RITM0010001",
    "summary": "Request item summary",
    "current_state": "1",
    "approve_state": "not requested",
    "created_on": "2023-08-21 21:45:47",
    "created_by": "admin",
    "updated_on": "2023-08-21 21:45:47",
    "updated_by": "admin",
    "parent": "",
    "made_sla": "true",
    "watch_list": "",
    "sc_catalog": "",
    "upon_reject": "cancel",
    "requested_for": {
      "link": "https://dev68508.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441",
      "value": "6816f79cc0a8016401c5a33be04be441"
    },
    "task_effective_number": "RITM0010001",
    "approval_history": "",
    "opened_by": {
      "link": "https://dev68508.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441",
      "value": "6816f79cc0a8016401c5a33be04be441"
    },
    "user_input": "",
    "price": "0",
    "recurring_frequency": "",
    "sys_domain": {
      "link": "https://dev68508.service-now.com/api/now/table/sys_user_group/global",
      "value": "global"
    },
    "context": "",
    "route_reason": "",
    "knowledge": "false",
    "order": "",
    "closed_at": "",
    "cmdb_ci": "",
    "delivery_plan": "",
    "backordered": "false",
    "contract": "",
    "impact": "3",
    "active": "true",
    "work_notes_list": "",
    "business_service": "",
    "priority": "4",
    "sys_domain_path": "/",
    "time_worked": "",
    "expected_start": "",
    "flow_context": "",
    "opened_at": "2023-08-21 21:45:46",
    "business_duration": "",
    "group_list": "",
    "configuration_item": "",
    "work_end": "",
    "approval_set": "",
    "work_notes": "",
    "order_guide": "",
    "universal_request": "",
    "request": "",
    "correlation_display": "",
    "delivery_task": "",
    "assignment_group": "",
    "additional_assignee_list": "",
    "description": "",
    "calendar_duration": "",
    "service_offering": "",
    "sys_class_name": "sc_req_item",
    "closed_by": "",
    "follow_up": "",
    "contact_type": "",
    "urgency": "3",
    "company": "",
    "reassignment_count": "0",
    "activity_due": "",
    "assigned_to": "",
    "comments": "Request item comments",
    "quantity": "1",
    "sla_due": "",
    "comments_and_work_notes": "",
    "due_date": "",
    "sys_mod_count": "0",
    "recurring_price": "0",
    "sys_tags": "",
    "billable": "false",
    "cat_item": "",
    "stage": "waiting_for_approval",
    "escalation": "0",
    "upon_approval": "proceed",
    "correlation_id": "",
    "location": "",
    "estimated_delivery": ""
  }
}
serviceNowError object Error response if creating request item fails 
{}

Query Output

The following items show how to query successful results from the output of Create Request Item (RITM) - ServiceNow:

Created Request Item Number

createdRequestItem.response.number

The following items show how to query failure results from the output of Create Request Item (RITM) - ServiceNow:

Error Response Message

serviceNowError.response.error.detail

Example Inputs and Outputs

Example 1

Input:

{
  "summary": "Request item summary",
  "comments": "Request item comments",
  "adapterId": "servicenow"
}

Output:

{
  "createdRequestItem": {
    "response": {
      "id": "bffb4bad47b43110bc241098c26d4369",
      "number": "RITM0010001",
      "summary": "Request item summary",
      "current_state": "1",
      "approve_state": "not requested",
      "created_on": "2023-08-21 21:45:47",
      "created_by": "admin",
      "updated_on": "2023-08-21 21:45:47",
      "updated_by": "admin",
      "parent": "",
      "made_sla": "true",
      "watch_list": "",
      "sc_catalog": "",
      "upon_reject": "cancel",
      "requested_for": {
        "link": "https://dev68508.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441",
        "value": "6816f79cc0a8016401c5a33be04be441"
      },
      "task_effective_number": "RITM0010001",
      "approval_history": "",
      "opened_by": {
        "link": "https://dev68508.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441",
        "value": "6816f79cc0a8016401c5a33be04be441"
      },
      "user_input": "",
      "price": "0",
      "recurring_frequency": "",
      "sys_domain": {
        "link": "https://dev68508.service-now.com/api/now/table/sys_user_group/global",
        "value": "global"
      },
      "context": "",
      "route_reason": "",
      "knowledge": "false",
      "order": "",
      "closed_at": "",
      "cmdb_ci": "",
      "delivery_plan": "",
      "backordered": "false",
      "contract": "",
      "impact": "3",
      "active": "true",
      "work_notes_list": "",
      "business_service": "",
      "priority": "4",
      "sys_domain_path": "/",
      "time_worked": "",
      "expected_start": "",
      "flow_context": "",
      "opened_at": "2023-08-21 21:45:46",
      "business_duration": "",
      "group_list": "",
      "configuration_item": "",
      "work_end": "",
      "approval_set": "",
      "work_notes": "",
      "order_guide": "",
      "universal_request": "",
      "request": "",
      "correlation_display": "",
      "delivery_task": "",
      "assignment_group": "",
      "additional_assignee_list": "",
      "description": "",
      "calendar_duration": "",
      "service_offering": "",
      "sys_class_name": "sc_req_item",
      "closed_by": "",
      "follow_up": "",
      "contact_type": "",
      "urgency": "3",
      "company": "",
      "reassignment_count": "0",
      "activity_due": "",
      "assigned_to": "",
      "comments": "Request item comments",
      "quantity": "1",
      "sla_due": "",
      "comments_and_work_notes": "",
      "due_date": "",
      "sys_mod_count": "0",
      "recurring_price": "0",
      "sys_tags": "",
      "billable": "false",
      "cat_item": "",
      "stage": "waiting_for_approval",
      "escalation": "0",
      "upon_approval": "proceed",
      "correlation_id": "",
      "location": "",
      "estimated_delivery": ""
    }
  }
}

API Links

API Name API Documentation Link API Link Visibility
San Diego REST API https://developer.servicenow.com/dev.do#!/reference/api/sandiego/rest Public
Tokyo REST API https://developer.servicenow.com/dev.do#!/reference/api/tokyo/rest Public
Utah REST API https://developer.servicenow.com/dev.do#!/reference/api/utah/rest/ Public
Vancouver REST API https://developer.servicenow.com/dev.do#!/reference/api/vancouver/rest Public

Get Service Catalog Inputs - ServiceNow

Gets variable inputs needed for Service Catalog item in ServiceNow.

Capabilities include:

  • Get variable inputs needed for Service Catalog item in ServiceNow

Entry Point IAP Component

The primary IAP component to run Get Service Catalog Inputs - ServiceNow is listed below:

IAP Component Name IAP Component Type
Get Service Catalog Inputs - ServiceNow Workflow

Inputs

The following table lists the inputs for Get Service Catalog Inputs - ServiceNow:

Name Type Required Description Example Value
nameOfServiceCatalogItem string yes Name of Service Catalog item to use in search 
New Email Account
stateOfServiceCatalogItem string yes State of Service Catalog item to use in search 
published
adapterId string yes ServiceNow adapter to use 
servicenow

Outputs

The following table lists the outputs for Get Service Catalog Inputs - ServiceNow:

Name Type Description Example Value
serviceCatalogId string The Service Catalog ID if found or value 'No match found' if no Service Catalog item found 
186d917a6fab7980575967ddbb3ee4f2
serviceCatalogInputVariables array List of variable inputs for Service Catalog item found 
[
  {
    "input_name": "new_email",
    "input_is_active": true,
    "input_is_read_only": false,
    "input_is_mandatory": true,
    "input_label": "Preferred Email address"
  }
]
serviceNowError object Error response if getting Service Catalog variable inputs fails 
{}

Query Output

The following items show how to query successful results from the output of Get Service Catalog Inputs - ServiceNow:

Service Catalog ID

serviceCatalogId

First Service Catalog Input Name

serviceCatalogInputVariables[0].input_name

Second Service Catalog Input Name (If It Exists)

serviceCatalogInputVariables[1].input_name

The following items show how to query failure results from the output of Get Service Catalog Inputs - ServiceNow:

Error Response Message

serviceNowError.response.error.detail

Example Inputs and Outputs

Example 1

Input:

{
  "nameOfServiceCatalogItem": "New Email Account",
  "stateOfServiceCatalogItem": "published",
  "adapterId": "ServiceNow"
}

Output:

{
  "serviceCatalogId": "186d917a6fab7980575967ddbb3ee4f2",
  "serviceCatalogInputVariables": [
    {
      "input_name": "new_email",
      "input_is_active": true,
      "input_is_read_only": false,
      "input_is_mandatory": true,
      "input_label": "Preferred Email address"
    }
  ]
}
Example 2

Input:

{
  "nameOfServiceCatalogItem": "Catalog Item That Does Not Exist",
  "stateOfServiceCatalogItem": "published",
  "adapterId": "servicenow"
}

Output:

{
  "serviceCatalogId": "No match found"
}

API Links

API Name API Documentation Link API Link Visibility
San Diego REST API https://developer.servicenow.com/dev.do#!/reference/api/sandiego/rest Public
Tokyo REST API https://developer.servicenow.com/dev.do#!/reference/api/tokyo/rest Public
Utah REST API https://developer.servicenow.com/dev.do#!/reference/api/utah/rest/ Public
Vancouver REST API https://developer.servicenow.com/dev.do#!/reference/api/vancouver/rest Public

Order Service Catalog Item - ServiceNow

Orders a Service Catalog item in ServiceNow

Capabilities include:

  • Orders Service Catalog item

Entry Point IAP Component

The primary IAP component to run Order Service Catalog Item - ServiceNow is listed below:

IAP Component Name IAP Component Type
Order Service Catalog Item - ServiceNow Workflow

Inputs

The following table lists the inputs for Order Service Catalog Item - ServiceNow:

Name Type Required Description Example Value
serviceCatalogItemId string yes The unique ID of the Service Catalog item to order. This can be found by using workflow `Get Service Catalog Inputs - ServiceNow` 
186d917a6fab7980575967ddbb3ee4f2
serviceCatalogItemVariables object yes The required input variables for the Service Catalog item. Needed values can be found using `Get Service Catalog Inputs - ServiceNow` workflow 
{
  "new_email": "name@email.com"
}
adapterId string yes ServiceNow adapter to use 
servicenow

Outputs

The following table lists the outputs for Order Service Catalog Item - ServiceNow:

Name Type Description Example Value
serviceCatalogOrderRequestId string The Service Catalog order request ID 
RITM0010011
serviceNowError object Error response if ordering Service Catalog item fails 
{
  "icode": "AD.500",
  "IAPerror": {
    "origin": "ServiceNow-connectorRest-handleEndResponse",
    "displayString": "Error 400 received on request",
    "recommendation": "Verify the request is accurate via debug logs and postman",
    "code": 400,
    "raw_response": {
      "status": "success",
      "code": 400,
      "response": {
        "error": {
          "message": "Security constraints prevent ordering of Item",
          "detail": ""
        },
        "status": "failure"
      }
    }
  },
  "response": {
    "error": {
      "message": "Security constraints prevent ordering of Item",
      "detail": ""
    },
    "status": "failure"
  }
}

Query Output

The following items show how to query successful results from the output of Order Service Catalog Item - ServiceNow:

Service Catalog Order ID

serviceCatalogOrderRequestId

The following items show how to query failure results from the output of Order Service Catalog Item - ServiceNow:

Error Response Message

serviceNowError.response.error.message

Example Inputs and Outputs

Example 1

Input:

{
  "serviceCatalogItemId": "186d917a6fab7980575967ddbb3ee4f2",
  "adapterId": "servicenow",
  "serviceCatalogItemVariables": {
    "new_email": "name@email.com"
  }
}

Output:

{
  "serviceCatalogOrderRequestId": "RITM0010011"
}
Example 2

Input:

{
  "serviceCatalogItemId": "invalid_id",
  "serviceCatalogItemVariables": {},
  "adapterId": "servicenow"
}

Output:

{
  "serviceNowError": {
    "icode": "AD.500",
    "IAPerror": {
      "origin": "ServiceNow-connectorRest-handleEndResponse",
      "displayString": "Error 400 received on request",
      "recommendation": "Verify the request is accurate via debug logs and postman",
      "code": 400,
      "raw_response": {
        "status": "success",
        "code": 400,
        "response": {
          "error": {
            "message": "Security constraints prevent ordering of Item",
            "detail": ""
          },
          "status": "failure"
        }
      }
    },
    "response": {
      "error": {
        "message": "Security constraints prevent ordering of Item",
        "detail": ""
      },
      "status": "failure"
    }
  }
}

API Links

API Name API Documentation Link API Link Visibility
San Diego REST API https://developer.servicenow.com/dev.do#!/reference/api/sandiego/rest Public
Tokyo REST API https://developer.servicenow.com/dev.do#!/reference/api/tokyo/rest Public
Utah REST API https://developer.servicenow.com/dev.do#!/reference/api/utah/rest/ Public
Vancouver REST API https://developer.servicenow.com/dev.do#!/reference/api/vancouver/rest Public

Update Change Request - ServiceNow

Updates a change request in ServiceNow.

Capabilities include:

  • Updates a change request in ServiceNow

Entry Point IAP Component

The primary IAP component to run Update Change Request - ServiceNow is listed below:

IAP Component Name IAP Component Type
Update Change Request - ServiceNow Workflow

Inputs

The following table lists the inputs for Update Change Request - ServiceNow:

Name Type Required Description Example Value
crNumber string yes Change request number 
CHG0030001
comments string yes Change request comments for update 
Comment
state string yes State to move change request to 
Authorize
adapterId string yes ServiceNow adapter to use 
servicenow

Outputs

The following table lists the outputs for Update Change Request - ServiceNow:

Name Type Description Example Value
updatedCR object Result of updating the change request 
{
  "icode": "AD.200",
  "response": "success"
}
serviceNowError object Error response if creating change request fails 
{
  "icode": "AD.500",
  "IAPerror": {
    "origin": "ServiceNow-connectorRest-handleEndResponse",
    "displayString": "Error 403 received on request",
    "recommendation": "Verify the request is accurate via debug logs and postman",
    "code": 403,
    "raw_response": {
      "status": "success",
      "code": 403,
      "response": {
        "error": {
          "message": "Operation Failed",
          "detail": "Operation against file 'change_request' was aborted by Business Rule 'Change Model: Check State Transition^d178c98a47207110bc241098c26d43f5'. Business Rule Stack:Change Model: Check State Transition"
        },
        "status": "failure"
      }
    }
  },
  "response": {
    "error": {
      "message": "Operation Failed",
      "detail": "Operation against file 'change_request' was aborted by Business Rule 'Change Model: Check State Transition^d178c98a47207110bc241098c26d43f5'. Business Rule Stack:Change Model: Check State Transition"
    },
    "status": "failure"
  }
}

Query Output

The following items show how to query successful results from the output of Update Change Request - ServiceNow:

Updated Change Request Status

updatedCR.response

The following items show how to query failure results from the output of Update Change Request - ServiceNow:

Error Response Message

serviceNowError.response.error.detail

Example Inputs and Outputs

Example 1

Input:

{
  "crNumber": "CHG0030001",
  "comments": "comment from update",
  "state": "Authorize",
  "adapterId": "servicenow"
}

Output:

{
  "updatedCR": {
    "icode": "AD.200",
    "response": "success"
  }
}
Example 2

Input:

{
  "crNumber": "CHG0030001",
  "comments": "Comment from update",
  "state": "Scheduled",
  "adapterId": "servicenow"
}

Output:

{
  "serviceNowError": {
    "icode": "AD.500",
    "IAPerror": {
      "origin": "ServiceNow-connectorRest-handleEndResponse",
      "displayString": "Error 403 received on request",
      "recommendation": "Verify the request is accurate via debug logs and postman",
      "code": 403,
      "raw_response": {
        "status": "success",
        "code": 403,
        "response": {
          "error": {
            "message": "Operation Failed",
            "detail": "Operation against file 'change_request' was aborted by Business Rule 'Change Model: Check State Transition^d178c98a47207110bc241098c26d43f5'. Business Rule Stack:Change Model: Check State Transition"
          },
          "status": "failure"
        }
      }
    },
    "response": {
      "error": {
        "message": "Operation Failed",
        "detail": "Operation against file 'change_request' was aborted by Business Rule 'Change Model: Check State Transition^d178c98a47207110bc241098c26d43f5'. Business Rule Stack:Change Model: Check State Transition"
      },
      "status": "failure"
    }
  },
  "updatedCR": null
}

API Links

API Name API Documentation Link API Link Visibility
San Diego REST API https://developer.servicenow.com/dev.do#!/reference/api/sandiego/rest Public
Tokyo REST API https://developer.servicenow.com/dev.do#!/reference/api/tokyo/rest Public
Utah REST API https://developer.servicenow.com/dev.do#!/reference/api/utah/rest/ Public
Vancouver REST API https://developer.servicenow.com/dev.do#!/reference/api/vancouver/rest Public

Update Incident - ServiceNow

Updates an incident in ServiceNow.

Capabilities include:

  • Updates an incident in ServiceNow

Entry Point IAP Component

The primary IAP component to run Update Incident - ServiceNow is listed below:

IAP Component Name IAP Component Type
Update Incident - ServiceNow Workflow

Inputs

The following table lists the inputs for Update Incident - ServiceNow:

Name Type Required Description Example Value
incNumber string yes Incident number 
INC0010001
comments string yes Incident comments 
Comment for incident update
state string yes State to update incident to 
in progress
adapterId string yes ServiceNow adapter to use 
servicenow

Outputs

The following table lists the outputs for Update Incident - ServiceNow:

Name Type Description Example Value
updatedIncident object The updated incident 
{
  "icode": "AD.201",
  "response": {
    "id": "59a356ce47247110bc241098c26d43c6",
    "number": "CHG0030002",
    "summary": "test summary",
    "current_state": "-5",
    "approve_state": "not requested",
    "created_on": "2023-08-10 20:40:51",
    "created_by": "admin",
    "updated_on": "2023-08-10 20:40:51",
    "updated_by": "admin",
    "parent": "",
    "reason": "",
    "watch_list": "",
    "upon_reject": "cancel",
    "type": "normal",
    "approval_history": "",
    "test_plan": "",
    "cab_delegate": "",
    "knowledge": "false",
    "order": "",
    "phase": "requested",
    "cmdb_ci": "",
    "delivery_plan": "",
    "contract": "",
    "impact": "3",
    "active": "true",
    "work_notes_list": "",
    "priority": "4",
    "sys_domain_path": "/",
    "cab_recommendation": "",
    "production_system": "false",
    "review_date": "",
    "business_duration": "",
    "group_list": "",
    "requested_by": {
      "link": "https://service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441",
      "value": "6816f79cc0a8016401c5a33be04be441"
    },
    "change_plan": "",
    "approval_set": "",
    "implementation_plan": "",
    "universal_request": "",
    "end_date": "",
    "correlation_display": "",
    "delivery_task": "",
    "additional_assignee_list": "",
    "outside_maintenance_schedule": "false",
    "std_change_producer_version": "",
    "service_offering": "",
    "sys_class_name": "change_request",
    "closed_by": "",
    "follow_up": "",
    "reassignment_count": "0",
    "review_status": "",
    "assigned_to": "",
    "start_date": "",
    "sla_due": "",
    "comments_and_work_notes": "",
    "escalation": "0",
    "upon_approval": "proceed",
    "correlation_id": "",
    "made_sla": "true",
    "backout_plan": "",
    "conflict_status": "Not Run",
    "task_effective_number": "CHG0030002",
    "opened_by": {
      "link": "https://service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441",
      "value": "6816f79cc0a8016401c5a33be04be441"
    },
    "user_input": "",
    "on_hold_task": "",
    "sys_domain": {
      "link": "https://service-now.com/api/now/table/sys_user_group/global",
      "value": "global"
    },
    "route_reason": "",
    "closed_at": "",
    "review_comments": "",
    "business_service": "",
    "time_worked": "",
    "chg_model": {
      "link": "https://service-now.com/api/now/table/chg_model/007c4001c343101035ae3f52c1d3aeb2",
      "value": "007c4001c343101035ae3f52c1d3aeb2"
    },
    "expected_start": "",
    "opened_at": "2023-08-10 20:40:51",
    "phase_state": "open",
    "cab_date": "",
    "work_notes": "",
    "assignment_group": {
      "link": "https://service-now.com/api/now/table/sys_user_group/test_group",
      "value": "test_group"
    },
    "description": "test description",
    "on_hold_reason": "",
    "calendar_duration": "",
    "contact_type": "",
    "cab_required": "false",
    "urgency": "3",
    "scope": "3",
    "company": "",
    "justification": "",
    "activity_due": "",
    "comments": "",
    "due_date": "",
    "sys_mod_count": "0",
    "on_hold": "false",
    "sys_tags": "",
    "conflict_last_run": "",
    "unauthorized": "false",
    "location": "",
    "risk": "3",
    "category": "Other",
    "risk_impact_analysis": ""
  }
}
serviceNowError object Error response if updating incident fails 
{}

Query Output

The following items show how to query successful results from the output of Update Incident - ServiceNow:

Updated Incident Response

updatedIncident.response

The following items show how to query failure results from the output of Update Incident - ServiceNow:

Error Response Message

serviceNowError.response.error.detail

Example Inputs and Outputs

Example 1

Input:

{
  "incNumber": "INC0010001",
  "comments": "Comment for update to incident",
  "state": "in progress",
  "adapterId": "servicenow"
}

Output:

{
  "updatedIncident": {
    "icode": "AD.201",
    "response": {
      "id": "59a356ce47247110bc241098c26d43c6",
      "number": "CHG0030002",
      "summary": "Summary of change",
      "current_state": "-5",
      "approve_state": "not requested",
      "created_on": "2023-08-10 20:40:51",
      "created_by": "admin",
      "updated_on": "2023-08-10 20:40:51",
      "updated_by": "admin",
      "parent": "",
      "reason": "",
      "watch_list": "",
      "upon_reject": "cancel",
      "type": "normal",
      "approval_history": "",
      "test_plan": "",
      "cab_delegate": "",
      "knowledge": "false",
      "order": "",
      "phase": "requested",
      "cmdb_ci": "",
      "delivery_plan": "",
      "contract": "",
      "impact": "3",
      "active": "true",
      "work_notes_list": "",
      "priority": "4",
      "sys_domain_path": "/",
      "cab_recommendation": "",
      "production_system": "false",
      "review_date": "",
      "business_duration": "",
      "group_list": "",
      "requested_by": {
        "link": "https://dev68508.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441",
        "value": "6816f79cc0a8016401c5a33be04be441"
      },
      "change_plan": "",
      "approval_set": "",
      "implementation_plan": "",
      "universal_request": "",
      "end_date": "",
      "correlation_display": "",
      "delivery_task": "",
      "additional_assignee_list": "",
      "outside_maintenance_schedule": "false",
      "std_change_producer_version": "",
      "service_offering": "",
      "sys_class_name": "change_request",
      "closed_by": "",
      "follow_up": "",
      "reassignment_count": "0",
      "review_status": "",
      "assigned_to": "",
      "start_date": "",
      "sla_due": "",
      "comments_and_work_notes": "",
      "escalation": "0",
      "upon_approval": "proceed",
      "correlation_id": "",
      "made_sla": "true",
      "backout_plan": "",
      "conflict_status": "Not Run",
      "task_effective_number": "CHG0030002",
      "opened_by": {
        "link": "https://dev68508.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441",
        "value": "6816f79cc0a8016401c5a33be04be441"
      },
      "user_input": "",
      "on_hold_task": "",
      "sys_domain": {
        "link": "https://dev68508.service-now.com/api/now/table/sys_user_group/global",
        "value": "global"
      },
      "route_reason": "",
      "closed_at": "",
      "review_comments": "",
      "business_service": "",
      "time_worked": "",
      "chg_model": {
        "link": "https://dev68508.service-now.com/api/now/table/chg_model/007c4001c343101035ae3f52c1d3aeb2",
        "value": "007c4001c343101035ae3f52c1d3aeb2"
      },
      "expected_start": "",
      "opened_at": "2023-08-10 20:40:51",
      "phase_state": "open",
      "cab_date": "",
      "work_notes": "",
      "assignment_group": {
        "link": "https://dev68508.service-now.com/api/now/table/sys_user_group/working_group",
        "value": "working_group"
      },
      "description": "Description of change",
      "on_hold_reason": "",
      "calendar_duration": "",
      "contact_type": "",
      "cab_required": "false",
      "urgency": "3",
      "scope": "3",
      "company": "",
      "justification": "",
      "activity_due": "",
      "comments": "",
      "due_date": "",
      "sys_mod_count": "0",
      "on_hold": "false",
      "sys_tags": "",
      "conflict_last_run": "",
      "unauthorized": "false",
      "location": "",
      "risk": "3",
      "category": "Other",
      "risk_impact_analysis": ""
    }
  }
}

API Links

API Name API Documentation Link API Link Visibility
San Diego REST API https://developer.servicenow.com/dev.do#!/reference/api/sandiego/rest Public
Tokyo REST API https://developer.servicenow.com/dev.do#!/reference/api/tokyo/rest Public
Utah REST API https://developer.servicenow.com/dev.do#!/reference/api/utah/rest/ Public
Vancouver REST API https://developer.servicenow.com/dev.do#!/reference/api/vancouver/rest Public

Update Request Item (RITM) - ServiceNow

Updates a request item in ServiceNow.

Capabilities include:

  • Updates a request item in ServiceNow

Entry Point IAP Component

The primary IAP component to run Update Request Item (RITM) - ServiceNow is listed below:

IAP Component Name IAP Component Type
Update Request Item (RITM) - ServiceNow Workflow

Inputs

The following table lists the inputs for Update Request Item (RITM) - ServiceNow:

Name Type Required Description Example Value
ritmNumber string yes Request item number 
RITM0010001
comments string yes Request item comments 
Comment for request item update
state string yes State to update request item to 
Work In Progress
adapterId string yes ServiceNow adapter to use 
servicenow

Outputs

The following table lists the outputs for Update Request Item (RITM) - ServiceNow:

Name Type Description Example Value
updatedRequestItem object The updated request item 
{
  "icode": "AD.200",
  "response": "success"
}
serviceNowError object Error response if updating request item fails 
{}

Query Output

The following items show how to query successful results from the output of Update Request Item (RITM) - ServiceNow:

Updated Request Item Response

updatedRequestItem.response

The following items show how to query failure results from the output of Update Request Item (RITM) - ServiceNow:

Error Response Message

serviceNowError.response.error.detail

Example Inputs and Outputs

Example 1

Input:

{
  "ritmNumber": "RITM0010001",
  "comments": "Comment for request item update",
  "state": "Work In Progress",
  "adapterId": "servicenow"
}

Output:

{
  "updatedRequestItem": {
    "icode": "AD.200",
    "response": "success"
  }
}

API Links

API Name API Documentation Link API Link Visibility
San Diego REST API https://developer.servicenow.com/dev.do#!/reference/api/sandiego/rest Public
Tokyo REST API https://developer.servicenow.com/dev.do#!/reference/api/tokyo/rest Public
Utah REST API https://developer.servicenow.com/dev.do#!/reference/api/utah/rest/ Public
Vancouver REST API https://developer.servicenow.com/dev.do#!/reference/api/vancouver/rest Public

Additional Information

Support

Please use your Itential Customer Success account if you need support when using this Workflow Project.

Vendor Documents:

Tokyo REST API

Utah REST API

San Diego REST API

Vancouver REST API

Itential Documents:

Links:

Getting Real (Time) with Automating Network Change Management With ServiceNow

Integrating ServiceNow CMDB as a Source Of Truth to Drive Network Automation with Itential

INTEGRATION - Itential + ServiceNow

EcosystemApplications

Documentation