ServiceNow ITSM OAuth
App Vendor: ServiceNow
App Category: Case/Ticket Management
Connector Version: 1.0.0
API Version: 1.0.0
About App
The ServiceNow IT Service Management (ITSM) solution provides scalable workflows to manage and deliver IT services to your users via a single cloud-based platform. The ITSM solution helps increase your agents' productivity, resolve issues quickly, and improve user satisfaction. Powered by platform native AI, you can quickly accelerate technology changes and view recommended actions for incoming tickets or requests.
The ServiceNow ITSM app allows security teams to integrate with the ServiceNow ITSM enterprise application to gain extensive access to instances through a set of RESTful APIs.
The ServiceNow ITSM OAuth app is configured with the Orchestrate application to perform the following actions:
Action Name | Description |
|---|---|
Upload File | This action uploads a file to the specified table. |
Create Incident | This action creates an incident. |
Create Record in a Table | This action creates a new record in the specified table. |
Get Incident Details By Incident Number | This action retrieves the details of the specified incident. |
Get Record Detailed by ID | This action retrieves details of the specified record. |
Delete Record From Table | This action deletes the record from the specified table. |
Close Incident by ID | This action closes the specified incident. |
Get Stats of a Table | This action retrieves the stats of a table. |
Get User Details | This action retrieves user details. |
Resolve Incident Records | This action resolves an incident record. |
Search Records From Table | This action searches for records from the specified table. |
Update Table Record | This action updates the specified record in the specified table. |
Create Request Item | This action creates a request item. |
Get a Requested Item Record (RITM) | This action retrieves details of the specified requested item record. |
Get Change Request Record | This action retrieves details of the specified change request record. |
Get User Roles | This action retrieves details of the role for the specified user. |
Update Incident | This action updates details of the specified Incident. |
Update Request Item Record (RITM) | This action updates details of the specified requested item record. |
Get Attachment by Record ID | The action retrieves metadata of the specified attachments. |
Download Attachment | This action downloads the specified binary file attachment. |
Create Change Request | This action creates a change request. |
Configuration Parameters
The following configuration parameters are required for the ServiceNow ITSM app to communicate with the ServiceNow ITSM enterprise application. The parameters can be configured by creating instances in the app.
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Base URL | Enter your ServiceNow base URL. Example: https://subdomain.service-now.com/api | Text | Required | |
Username | Enter your ServiceNow username. Example: admin | Text | Required | |
Password | Enter your ServiceNow password. Example: password | Password | Required | |
Client ID | Enter your ServiceNow client id. Example: 34dccdd26c5c99ceb3af22f392b708bf | Text | Required | |
Client Secret | Enter your ServiceNow client secret. Example: a8c7b7523b02e259f9a65b86f5a89bd21883e832 | Password | Required |
Action: Close Incident by ID
This action closes the specified incident.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
System id | Enter the unique identifier of the incident you want to close. Example: 12345 | Text | Required | |
Notes | Enter the reason you are closing the incident. Example: duplicate | Text | Required |
Example Request
[
{
"sys_id": "12345",
"work_notes": "duplicate"
}
]Action: Create Incident
This action creates an incident.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Short Description | Enter a short description of the incident you want to create. Example: user_incedent_003 | Text | Required | |
Urgency | Enter the urgency of the incident. Example: 2 | Text | Required | Allowed values:
|
Impact | Enter the impact of the incident. Example: 2 | Text | Required | Allowed values:
|
Caller ID | Enter the called id associated with the incident. Example: 12345 | Text | Required | |
More Details | Enter further details associated with the incident as key-value pairs. | Key Value | Optional |
Example Request
[
{
"short_description": "description",
"urgency": "2",
"impact": "2",
"caller_id": "12345",
"action_payload": {}
}
]Action: Create Record in a Table
This action creates a new record in the specified table.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Table Name | Enter the table name to which you want to add the record. Example: table_1 | Text | Required | |
Post Params | Enter the parameters to be filled while creating the record as key-value pairs. | Key Value | Required |
Example Request
[
{
"table_name": "table_1",
"post_params": {}
}
]Action: Delete Record from Table
This action deletes the record from the specified table.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Table Name | Enter the table name from which you want to delete the record. Example: table_1 | Text | Required | |
Record ID | Enter the unique identifier of the record you want to delete. Example: 12345 | Text | Required |
Example Request
[
{
"table_name": "table_1",
"sys_id": "12345"
}
]Action: Get Incident Details by Incident Number
This action retrieves the details of the specified incident.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Incident Number | Enter the incident number for which you want to retrieve details. Example: 12345 | Text | Required |
Example Request
[
{
"incident_number": "12345"
}
]Action: Get Record Details by ID
This action retrieves details of the specified record.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Table Name | Enter the table name from which you want to retrieve record details. Example: table_1 | Text | Required | |
Record ID | Enter the unique identifier of the record for which you want to retrieve details. Example: 12345 | Text | Required | |
Query Params | Enter the required query parameters as key-value pairs. | Key Value | Optional |
Example Request
[
{
"table_name": "table_1",
"sys_id": "12345",
"query_params": {}
}
]Action: Get Stats of a Table
This action retrieves the stats of a table.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Table Name | Enter the name of the table for which you want to retrieve the status. Example: table_1 | Text | Required | |
Query Params | Enter the required query parameters as key-value pairs. | Key Value | Optional | Allowed keys: sysparm_avg_fields stats with reassignment_count and business_stc data. |
Example Request
[
{
"table_name": "table_1",
"query_params": {}
}
]Action: Get User Details
This action retrieves user details.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Query Params | Enter the required query params as key-value pairs. | Key Value | Optional | |
Number of Users | Enter the maximum number of users details you want to retrieve. Example: 5 | Integer | Optional | Default value: 1 |
Table name | Enter the name of the table from which you want to retrieve details. Example: table_1 | Text | Required |
Example Request
[
{
"table_name": "table_1",
"limit_number_of_users": 5,
"params": {}
}
]Action: Resolve Incident Records
This action resolves an incident record.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Record ID | Enter the unique identifier of the incident record you want to resolve. Example: 12345 | Text | Required | |
Notes | Enter the notes related to the incident record. Example: resolved | Text | Required | |
Close code | Enter the close code to resolve the incident record. Example: solved | Text | Required | Allowed values:
|
Closing Notes | Enter the reason you are resolving the incident record. Example: resolved | Text | Required |
Example Request
[
{
"sys_id": "12345",
"work_notes": "resolved",
"close_code": "solved",
"close_notes": "resolved"
}
]Action: Search Records From Table
This action searches for records from the specified table.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Table Name | Enter the name of the table from which you want to retrieve records. Example: table_1 | Text | Required | |
Number of Records | Enter the number of records to retrieve. Example: 5 | Integer | Optional | Default value: 1 |
Query Params | Enter the required query parameters as key-value pairs. | Key Value | Optional | |
Offset Number | Enter the starting record index from which you want to retrieve records. Example: 10 | Integer | Optional | Use this parameter to paginate the retrieved records. |
Query String | Enter the required encoded query to filter the results. Syntax: <col_name><operator><value>. | Text | Optional |
Example Request
[
{
"table_name": "table_1",
"query_params": {},
"sysparm_limit": 10,
"sysparm_offset": 10,
"sysparm_query": "<col_name><operator><value>"
}
]Action: Update Table Record
This action updates the specified record in the specified table.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Table Name | Enter the name of the table in which you want to update the record. Example: table_1 | Text | Required | |
Record ID | Enter the unique identifier of the record you want to update. Example: 12345 | Text | Required | |
Post Params | Enter the required update parameters as key-value pairs. | Key Value | Optional |
Example Request
[
{
"table_name": "table_1",
"sys_id": "12345",
"post_params": {}
}
]Action: Create Change Request
This action creates a change request.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Request Type | Enter the request type. Example: normal | Text | Required | Allowed values:
|
Change Request Category | Enter the category of the change request. Example: category_01 | Text | Required | |
Request Impact | Enter the impact of the change request. Example: 3 | Text | Required | Allowed values:
|
Configuration Item | Enter the unique identifier of the configuration item. Example: 12345 | Text | Required | |
Group Assignment | Enter the unique identifier of the group to which you want to assign the request. Example: 12345 | Text | Optional | |
Start Date | Enter the start date. Format: 2015-10-20 23:59:59 Example: 2015-10-20 23:59:59 | Text | Optional | Format: 2015-10-20 23:59:59 |
End date | Enter the end date. Format: 2015-10-20 23:59:59 Example: 2015-10-20 23:59:59 | Text | Optional | Format: 2015-10-20 23:59:59 |
Short Description | Enter a short description for the change request. Example: short_description | Text | Optional | |
Description | Enter a description for the change request. Example: description | Text | Optional | |
Note | Enter notes related to the change request. Example: note | Text | Optional | |
More Information | Provide required additional information of the change request as kay-value pairs. Example: {"quantity": 10} | Key Value | Optional |
Example Request
[
{
"request_type": "normal",
"category": "category_01",
"impact": "3",
"configuration_item": "12345",
"assigned_group": "12345",
"start_date": "2015-10-20 23:59:59",
"end_date": "2015-10-20 23:59:59",
"short_description": "short description",
"description": "description",
"work_note": "note",
"action_payload": {
"quantity": 10
}
}
]Action: Create Request Item
This action creates a request item.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Request Item Information | Enter the information you want to add to the request item as key-value pairs. Example: {"quantity": 10} | Key Value | Optional | |
Table name | Enter the name of the table to which you want to add the request item. Example: table_1 | Text | Required |
Example Request
[
{
"action_payload": {
"quantity": 10
},
"table_name": "table_1"
}
]Action: Get a Requested Item Record (RITM)
This action retrieves details of the specified requested item record.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Record ID | Enter the unique identifier of the record for which you want to retrieve details. Example: a83820b58f723300e7e16c7827bdeed2 | Text | Required | |
Table Name | Enter the name of the table from which you want to retrieve the record. Example: table_1 | Text | Required |
Example Request
[
{
"record_sys_id": "a83820b58f723300e7e16c7827bdeed2",
"table_name": "table_1"
}
]Action: Get Change Request Record
This action retrieves details of the specified change request record.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Request Type | Enter the request record type. Example: normal | Text | Required | Allowed values:
|
Change Request ID | Enter the unique identifier of the change request. Example: 0a9cdf93dbd31010a3c28a1848961994 | Text | Required |
Example Request
[
{
"request_type": "normal",
"request_sys_id": "0a9cdf93dbd31010a3c28a1848961994"
}
]Action: Get User Roles
This action retrieves details of the role for the specified user.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
User ID | Enter the unique identifier of the user for who you want to retrieve role details. Example: 005d500b536073005e0addeeff7b12f4 | Text | Required |
Example Request
[
{
"user_sysid": "005d500b536073005e0addeeff7b12f4"
}
]Action: Update Incident
This action updates details of the specified Incident.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Incident ID | Enter the unique identifier of the incident you want to update. Example: 57fe9b17dbd31010a3c28a18489619d1 | Text | Required | |
Additional Parameters | Enter the required information you want to update as key-value pairs. Example: {"urgency": "1"} | Key Value | Required |
Example Request
[
{
"sys_id": "57fe9b17dbd31010a3c28a18489619d1",
"post_params": {
"urgency": "1"
}
}
]Action: Update Request Item Record (RITM)
This action updates details of the specified requested item record.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Item Record ID | Enter the unique identifier of the requested item record you want to update. Example: 005d500b536073005e0addeeff7b12f4 | Text | Required | |
Additional Information | Enter the required information you want to update as key-value pairs. Example: {"quantity": "10"} | Key Value | Optional |
Example Request
[
{
"ritm_sys_id": "005d500b536073005e0addeeff7b12f4",
"action_payload": {
"quantity": "10"
}
}
]Action: Get Attachment by Record ID
The action retrieves metadata of the specified attachments.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Record ID | Enter the unique identifier of the record for which you want to retrieve the attachment. Example: a83820b58f723300e7e16c7827bdeed2 | Text | Required |
Example Request
[
{
"table_sys_id": "a83820b58f723300e7e16c7827bdeed2"
}
]Action: Upload File
This action uploads a file to the specified table.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Table Name | Enter the name of the table to which you want to upload the file. Example: table_1 | Text | Required | |
Table ID | Enter the unique identifier of the table to which you want to upload the file. Example: a83820b58f723300e7e16c7827bdeed2 | Text | Required | |
File Path | Enter the path of the file you want to upload. Example: /system/anna/statusReport | Text | Required |
Example Request
[
{
"table_name": "table_1",
"table_sys_id": "a83820b58f723300e7e16c7827bdeed2",
"file_path": "/system/user_01/statusReport"
}
]Action: Download Attachment
This action downloads the specified binary file attachment.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Attachment ID | Enter the unique identifier of the attachment you want to download. Example: 1f27d9a5db131010a3c28a18489619b6 | Text | Required |
Example Request
[
{
"sys_id": "1f27d9a5db131010a3c28a18489619b6"
}
]