ServiceNow Deprecated

Deprecated. Use the ServiceNow v2 integration instead.

Case Management · ServiceNow

Details

ID	`ServiceNow`
Provider	ServiceNow
Category	Case Management
From Version	5.0.0
Docker Image	`demisto/python:2.7.18.20958`
Supported Modules	Attack Surface Management Exposure Management Agentix Cortex Cloud Cloud Runtime Security Cloud Posture Security XSIAM EDR

README

Deprecated. Use the ServiceNow v2 integration instead.

This integration was integrated and tested with the London version of ServiceNow.

Use cases

Get, update, create, delete ServiceNow tickets, in addition to adding links/comments and uploading files to them.
Fetch newly created incidents.
Get, update, create, delete records from any ServiceNow table.

Wrapper Scripts

There are 3 scripts that serve as examples for wrapping the following generic commands:
servicenow-query-table - ServiceNowQueryIncident
servicenow-create-record - ServiceNowCreateIncident
servicenow-update-record - ServiceNowUpdateIncident

You can use these scripts if you want to wrap these commands around a ServiceNow table of your choice. These scripts are wrapped around the incident table, so to wrap them around another table simply copy the scripts and edit the code, arguments and outputs accordingly.

Configure ServiceNow on Cortex XSOAR

To use ServiceNow on Cortex XSOAR, ensure your user account has the rest_api_explorer and web_service_admin roles. These roles are required to make API calls. However, they may not suffice for viewing records in some tables. Please make sure you have the correct role so you have permissions to work with the relevant table.

Navigate to Settings > Integrations > Servers `&` Services.
Search for ServiceNow.
Click Add instance to create and configure a new integration instance.
- Name: a textual name for the integration instance.
- ServiceNow URL, in the format https://company.service-now.com/
- Username
- Use system proxy settings
- Trust any certificate (not secure)
- Default ticket type for running ticket commands and fetching incidents. Can be incident, sc_request, problem or change_reuquest. Commands also take ticket_type argument
- ServiceNow API Version (e.g. 'v1')
- Fetch incidents: The query to use when fetching incidents, and how many incidents to fetch each time.
- The query to use when fetching ServiceNow incidents
- How many ServiceNow incidents to fetch each time
- Incident type
- Get incident attachments
Click Test to validate the URLs, token, and connection.

Cortex XSOAR engine: If relevant, select the engine that acts as a proxy to the IMAP server.
Engines are used when you need to access a remote network segments and there are network devices such as proxies, firewalls, etc. that prevent the Cortex XSOAR server from accessing the remote networks. For more information, see:
Cortex XSOAR 6.13 - Engines
Cortex XSOAR 8 Cloud- Engines
Cortex XSOAR 8.7 On-prem - Engines.

Fetched Incidents Data

The integration fetches newly created tickets according to the following parameters, which you define in the instance configuration: ticket_type, query, and limit. For the first fetch, the integration will fetch incidents that were created 10 minutes earlier. After that, it will fetch incidents that were created after the timestamp of the last fetch.

Data:

{
    "result": [
        {
            "active": "false",
            "activity_due": "",
            "additional_assignee_list": "",
            "approval": "",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "link": "https://dev56245.service-now.com/api/now/table/sys_user/46b87022a9fe198101a78787e40d7547",
                "value": "46b87022a9fe198101a78787e40d7547"
            },
            "assignment_group": {
                "link": "https://dev56245.service-now.com/api/now/table/sys_user_group/d625dccec0a8016700a222a0f7900d06",
                "value": "d625dccec0a8016700a222a0f7900d06"
            },
            "business_duration": "1970-01-22 21:46:21",
            "business_service": "",
            "business_stc": "1892781",
            "calendar_duration": "1970-04-02 20:46:21",
            "calendar_stc": "7937181",
            "caller_id": {
                "link": "https://dev56245.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005",
                "value": "5137153cc611227c000bbd1bd8cd2005"
            },
            "category": "network",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "Closed/Resolved by Caller",
            "close_notes": "Closed before close notes were made mandatory\n\t\t",
            "closed_at": "2018-02-21 23:10:06",
            "closed_by": {
                "link": "https://dev56245.service-now.com/api/now/table/sys_user/9ee1b13dc6112271007f9d0efdb69cd0",
                "value": "9ee1b13dc6112271007f9d0efdb69cd0"
            },
            "cmdb_ci": {
                "link": "https://dev56245.service-now.com/api/now/table/cmdb_ci/b0c4030ac0a800090152e7a4564ca36c",
                "value": "b0c4030ac0a800090152e7a4564ca36c"
            },
            "comments": "",
            "comments_and_work_notes": "",
            "company": "",
            "contact_type": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "User can't access email on mail.company.com.\n\t\t",
            "due_date": "",
            "escalation": "0",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "",
            "impact": "1",
            "incident_state": "7",
            "knowledge": "false",
            "location": {
                "link": "https://dev56245.service-now.com/api/now/table/cmn_location/1083361cc611227501b682158cabf646",
                "value": "1083361cc611227501b682158cabf646"
            },
            "made_sla": "false",
            "notify": "1",
            "number": "INC0000001",
            "opened_at": "2018-02-20 23:09:51",
            "opened_by": {
                "link": "https://dev56245.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7",
                "value": "681ccaf9c0a8016400b98a06818d57c7"
            },
            "order": "",
            "parent": "",
            "parent_incident": "",
            "priority": "1",
            "problem_id": {
                "link": "https://dev56245.service-now.com/api/now/table/problem/9d3a266ac6112287004e37fb2ceb0133",
                "value": "9d3a266ac6112287004e37fb2ceb0133"
            },
            "reassignment_count": "1",
            "reopen_count": "",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "2018-05-23 19:56:12",
            "resolved_by": {
                "link": "https://dev56245.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441",
                "value": "6816f79cc0a8016401c5a33be04be441"
            },
            "rfc": "",
            "severity": "1",
            "short_description": "Can't read email",
            "sla_due": "",
            "state": "7",
            "subcategory": "",
            "sys_class_name": "incident",
            "sys_created_by": "pat",
            "sys_created_on": "2016-09-21 18:24:13",
            "sys_domain": {
                "link": "https://dev56245.service-now.com/api/now/table/sys_user_group/global",
                "value": "global"
            },
            "sys_domain_path": "/",
            "sys_id": "9c573169c611228700193229fff72400",
            "sys_mod_count": "21",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2018-05-23 20:16:07",
            "time_worked": "",
            "u_test": "",
            "upon_approval": "",
            "upon_reject": "",
            "urgency": "1",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "",
            "work_notes_list": "",
            "work_start": ""
        },
        {
            "active": "true",
            "activity_due": "2018-05-23 21:51:11",
            "additional_assignee_list": "",
            "approval": "",
            "approval_history": "",
            "approval_set": "",
            "assigned_to": {
                "link": "https://dev56245.service-now.com/api/now/table/sys_user/46ca0887a9fe19810191e08e51927ebf",
                "value": "46ca0887a9fe19810191e08e51927ebf"
            },
            "assignment_group": {
                "link": "https://dev56245.service-now.com/api/now/table/sys_user_group/287ebd7da9fe198100f92cc8d1d2154e",
                "value": "287ebd7da9fe198100f92cc8d1d2154e"
            },
            "business_duration": "",
            "business_service": "",
            "business_stc": "",
            "calendar_duration": "",
            "calendar_stc": "",
            "caller_id": {
                "link": "https://dev56245.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2005",
                "value": "5137153cc611227c000bbd1bd8cd2005"
            },
            "category": "network",
            "caused_by": "",
            "child_incidents": "",
            "close_code": "",
            "close_notes": "",
            "closed_at": "",
            "closed_by": "",
            "cmdb_ci": {
                "link": "https://dev56245.service-now.com/api/now/table/cmdb_ci/b0c25d1bc0a800090168be1bfcdcd759",
                "value": "b0c25d1bc0a800090168be1bfcdcd759"
            },
            "comments": "",
            "comments_and_work_notes": "",
            "company": "",
            "contact_type": "",
            "correlation_display": "",
            "correlation_id": "",
            "delivery_plan": "",
            "delivery_task": "",
            "description": "User can't get to any of his files on the file server.",
            "due_date": "",
            "escalation": "3",
            "expected_start": "",
            "follow_up": "",
            "group_list": "",
            "hold_reason": "4",
            "impact": "1",
            "incident_state": "3",
            "knowledge": "false",
            "location": {
                "link": "https://dev56245.service-now.com/api/now/table/cmn_location/108486c7c611227500b093211aa88dcc",
                "value": "108486c7c611227500b093211aa88dcc"
            },
            "made_sla": "false",
            "notify": "1",
            "number": "INC0000002",
            "opened_at": "2018-02-14 23:07:12",
            "opened_by": {
                "link": "https://dev56245.service-now.com/api/now/table/sys_user/681ccaf9c0a8016400b98a06818d57c7",
                "value": "681ccaf9c0a8016400b98a06818d57c7"
            },
            "order": "",
            "parent": "",
            "parent_incident": "",
            "priority": "1",
            "problem_id": {
                "link": "https://dev56245.service-now.com/api/now/table/problem/9d3a266ac6112287004e37fb2ceb0133",
                "value": "9d3a266ac6112287004e37fb2ceb0133"
            },
            "reassignment_count": "1",
            "reopen_count": "",
            "reopened_by": "",
            "reopened_time": "",
            "resolved_at": "",
            "resolved_by": "",
            "rfc": "",
            "severity": "1",
            "short_description": "Network file shares access issue",
            "sla_due": "",
            "state": "3",
            "subcategory": "",
            "sys_class_name": "incident",
            "sys_created_by": "pat",
            "sys_created_on": "2016-09-10 22:30:06",
            "sys_domain": {
                "link": "https://dev56245.service-now.com/api/now/table/sys_user_group/global",
                "value": "global"
            },
            "sys_domain_path": "/",
            "sys_id": "9d385017c611228701d22104cc95c371",
            "sys_mod_count": "17",
            "sys_tags": "",
            "sys_updated_by": "admin",
            "sys_updated_on": "2018-05-23 19:51:11",
            "time_worked": "",
            "u_test": "",
            "upon_approval": "",
            "upon_reject": "",
            "urgency": "1",
            "user_input": "",
            "watch_list": "",
            "work_end": "",
            "work_notes": "",
            "work_notes_list": "",
            "work_start": ""
        }
    ]
}

Commands

You can execute these commands from the Cortex XSOAR CLI, as part of an automation, or in a playbook.
After you successfully execute a command, a DBot message appears in the War Room with the command details.

Get ticket information: servicenow-get-ticket
Create a ticket: servicenow-create-ticket
Update a ticket: servicenow-update-ticket
Delete a ticket: servicenow-delete-ticket
Add a link to a ticket: servicenow-add-link
Add a comment to a ticket: servicenow-add-comment
Get ticket information for a query: servicenow-query-tickets
Upload a file to a ticket: servicenow-upload-file
Get record information: servicenow-get-record
Query a table: servicenow-query-table
Create a record in a table: servicenow-create-record
Update a record in a table: servicenow-update-record
Delete a record from a table: servicenow-delete-record
List API fields for a table: servicenow-list-table-fields
Query computers: servicenow-query-computers
Query groups: servicenow-query-groups
Query users: servicenow-query-users
Get table names: servicenow-get-table-name
Get ticket notes: servicenow-get-ticket-notes

1. Get ticket information

Retrieves ticket information by the ticket ID.

Base Command

servicenow-get-ticket

Input

Argument Name	Description	Required
id	Ticket system ID to retrieve	Optional
ticket_type	Ticket type	Optional
number	Ticket number to retrieve	Optional
get_attachments	Whether to retrieve ticket attachments, default is false	Optional

Context Output

Path	Type	Description
ServiceNow.Ticket.ID	string	ServiceNow ticket ID
ServiceNow.Ticket.OpenedBy	string	ServiceNow ticket opener ID
ServiceNow.Ticket.CreatedOn	date	ServiceNow ticket creation date
ServiceNow.Ticket.Assignee	string	ServiceNow ticket assignee ID
ServiceNow.Ticket.State	string	ServiceNow ticket state
ServiceNow.Ticket.Summary	string	ServiceNow ticket short summary
ServiceNow.Ticket.Number	string	ServiceNow ticket number
ServiceNow.Ticket.Active	boolean	ServiceNow ticket active
ServiceNow.Ticket.AdditionalComments	string	ServiceNow ticket comments
ServiceNow.Ticket.Priority	string	ServiceNow ticket priority
ServiceNow.Ticket.OpenedAt	date	ServiceNow ticket opening time
ServiceNow.Ticket.ResolvedBy	string	ServiceNow ticket resolver ID
ServiceNow.Ticket.CloseCode	string	ServiceNow ticket close code
File.Info	string	Attachment file info
File.Name	string	Attachment file name
File.Size	number	Attachment file size
File.SHA1	string	Attachment file SHA-1
File.SHA256	string	Attachment file SHA-256
File.EntryID	string	Attachment file entry ID
File.Type	string	Attachment file type
File.MD5	string	Attachment file MD5

Command Example

!servicenow-get-ticket number=INC0010052

Context Example

{
    "ServiceNow": {
        "Ticket": {
            "Active": "true",
            "CreatedOn": "2018-09-04 08:21:33",
            "ID": "0c23f8d24f102300d316b63ca310c742",
            "Number": "INC0010052",
            "OpenedAt": "2018-09-04 08:21:33",
            "OpenedBy": "6816f79cc0a8016401c5a33be04be441",
            "Priority": "4 - Low",
            "State": "1 - New",
            "Summary": "This is a new ticket"
        }
    }
}

Human Readable Output

2. Create a ticket

Creates a new ServiceNow ticket.

Base Command

servicenow-create-ticket

Input

Argument Name	Description	Required
short_description	Short description of the ticket	Optional
ticket_type	Ticket type	Optional
urgency	Ticket urgency	Optional
severity	Ticket severity	Optional
impact	Ticket impact	Optional
active	Set ticket as Active	Optional
activity_due	Set ticket ActivityDue - format "2016-07-02 21:51:11"	Optional
additional_assignee_list	List of assigned users to the ticket	Optional
approval_history	Ticket history approval	Optional
approval_set	Set ticket ApprovalSet - format "2016-07-02 21:51:11"	Optional
assigned_to	To whom the ticket is assigned	Optional
business_duration	Format: YYYY-MM-DD HH:MM:SS	Optional
business_service	Business service	Optional
business_stc	Business source	Optional
calendar_duration	Format: YYYY-MM-DD HH:MM:SS	Optional
caller_id	UID Format	Optional
category	Category of ticket	Optional
caused_by	UID Format	Optional
close_code	Ticket's close code	Optional
close_notes	Close notes of the ticket	Optional
closed_at	Format: YYYY-MM-DD HH:MM:SS	Optional
closed_by	User who closed the ticket	Optional
cmdb_ci	UID Format	Optional
comments	Format type journal input	Optional
comments_and_work_notes	Format type journal input	Optional
company	UID Format	Optional
contact_type	Contact type	Optional
correlation_display	Correlation display	Optional
correlation_id	Correlation id	Optional
delivery_plan	UID Format	Optional
display	If you want to display comments, work_notes...	Optional
description	Ticket description	Optional
due_date	Format: YYYY-MM-DD HH:MM:SS	Optional
escalation	Escalation	Optional
expected_start	Format: YYYY-MM-DD HH:MM:SS	Optional
follow_up	Format: YYYY-MM-DD HH:MM:SS	Optional
group_list	UID format list	Optional
knowledge	Is the ticket solved in the knowledge base	Optional
location	Location of the ticket	Optional
made_sla	SLA of the ticket	Optional
notify	Notify about this ticket	Optional
order	Order number	Optional
parent	UID Format	Optional
parent_incident	UID Format	Optional
problem_id	UID Format	Optional
reassignment_count	How many users included in this ticket before	Optional
reopen_count	How many time the ticket has been reopened	Optional
resolved_at	Format: YYYY-MM-DD HH:MM:SS	Optional
resolved_by	UID Format	Optional
rfc	UID	Optional
sla_due	Format: YYYY-MM-DD HH:MM:SS	Optional
subcategory	Subcategory	Optional
sys_updated_by	Last updated by	Optional
sys_updated_on	Format: YYYY-MM-DD HH:MM:SS	Optional
user_input	Input from the end user	Optional
watch_list	A list of watched tickets	Optional
work_end	Format: YYYY-MM-DD HH:MM:SS	Optional
work_notes	Format journal list	Optional
work_notes_list	List with UIDs	Optional
work_start	Date when started to work on the ticket	Optional
assignment_group	Set AssignmentGroup - sys_id of group	Optional
incident_state	integer	Optional
number	Ticket number	Optional
priority	Priority of the ticket	Optional
template	Template name to use as a base to create new tickets.	Optional
custom_fields	Custom(user defined) fields in the format: fieldname1=value;fieldname2=value;...	Optional
change_type	Type of change request ticket	Optional
state	State of the ticket, e.g., "Closed" or "7" or "7 - Closed	Optional
opened_at	Time the ticket was opened (YYYY-MM-DD HH:MM:SS)	Optional

Context Output

Path	Type	Description
ServiceNow.Ticket.ID	string	ServiceNow ticket ID
ServiceNow.Ticket.OpenedBy	string	ServiceNow ticket opener ID
ServiceNow.Ticket.CreatedOn	date	ServiceNow ticket creation date
ServiceNow.Ticket.Assignee	string	ServiceNow ticket assignee ID
ServiceNow.Ticket.State	string	ServiceNow ticket state
ServiceNow.Ticket.Summary	string	ServiceNow ticket short summary
ServiceNow.Ticket.Number	string	ServiceNow ticket number
ServiceNow.Ticket.Active	boolean	ServiceNow ticket active
ServiceNow.Ticket.AdditionalComments	string	ServiceNow ticket comments
ServiceNow.Ticket.Priority	string	ServiceNow ticket priority
ServiceNow.Ticket.OpenedAt	date	ServiceNow ticket opening time
ServiceNow.Ticket.ResolvedBy	string	ServiceNow ticket resolver ID
ServiceNow.Ticket.CloseCode	string	ServiceNow ticket close code

Command Example

!servicenow-create short_description="This is a new ticket" ticket_type="incident" type="normal"

Context Example

{
    "ServiceNow": {
        "Ticket": {
            "Active": "true",
            "CreatedOn": "2018-11-27 12:11:39",
            "ID": "bd5d42994f82230021ae045e9310c7bd",
            "Number": "INC0010449",
            "OpenedAt": "2018-11-27 12:11:39",
            "OpenedBy": "6816f79cc0a8016401c5a33be04be441",
            "Priority": "5 - Planning",
            "State": "1 - New",
            "Summary": "This is a new ticket"
        }
    }
}

Human Readable Output

3. Update a ticket

Updates a specified ServiceNow ticket.

Base Command

servicenow-update-ticket

Input

Argument Name	Description	Required
short_description	Short description of the ticket	Optional
ticket_type	Ticket type	Optional
urgency	Ticket urgency	Optional
severity	Ticket severity	Optional
impact	Ticket impact	Optional
active	Does the ticket active (true/false)	Optional
activity_due	Format: YYYY-MM-DD HH:MM:SS	Optional
additional_assignee_list	List of assigned users to the ticket	Optional
approval_history	Ticket history approval	Optional
approval_set	Set ticket ApprovalSet - format "2016-07-02 21:51:11"	Optional
assigned_to	To whom the ticket is assigned	Optional
business_duration	Format: YYYY-MM-DD HH:MM:SS	Optional
business_service	Business service	Optional
business_stc	Business source	Optional
calendar_duration	Format: YYYY-MM-DD HH:MM:SS	Optional
caller_id	UID Format	Optional
category	Category name	Optional
caused_by	UID Format	Optional
close_code	Ticket's close code	Optional
close_notes	Close notes of the ticket	Optional
closed_at	Format: YYYY-MM-DD HH:MM:SS	Optional
closed_by	User who closed the ticket	Optional
cmdb_ci	UID Format	Optional
comments	Format type journal input	Optional
comments_and_work_notes	Format type journal input	Optional
company	UID Format	Optional
contact_type	Contact type	Optional
correlation_display	Correlation display	Optional
correlation_id	Correlation id	Optional
delivery_plan	UID Format	Optional
display	If you want to display comments, work_notes...	Optional
description	Ticket description	Optional
due_date	Format: YYYY-MM-DD HH:MM:SS	Optional
escalation	Escalation	Optional
expected_start	Format: YYYY-MM-DD HH:MM:SS	Optional
follow_up	Format: YYYY-MM-DD HH:MM:SS	Optional
group_list	UID format list	Optional
knowledge	Is the ticket solved in the knowledge base	Optional
location	Location of the ticket	Optional
made_sla	SLA of the ticket	Optional
notify	Notify about this ticket	Optional
order	Order number	Optional
parent	UID Format	Optional
parent_incident	UID Format	Optional
problem_id	UID Format	Optional
reassignment_count	How many users included in this ticket before	Optional
reopen_count	How many time the ticket has been reopened	Optional
resolved_at	Format: YYYY-MM-DD HH:MM:SS	Optional
resolved_by	UID Format	Optional
rfc	UID	Optional
sla_due	Format: YYYY-MM-DD HH:MM:SS	Optional
subcategory	Subcategory	Optional
sys_updated_by	Last updated by	Optional
sys_updated_on	Format: YYYY-MM-DD HH:MM:SS	Optional
user_input	Input from the end user	Optional
watch_list	A list of watched tickets	Optional
work_end	Format: YYYY-MM-DD HH:MM:SS	Optional
work_notes	Format journal list	Optional
work_notes_list	List with UIDs	Optional
work_start	Date when started to work on the ticket	Optional
assignment_group	UID	Optional
incident_state	integer	Optional
number	Ticket number	Optional
priority	Priority of the ticket	Optional
id	System ID of the ticket to update	Required
custom_fields	Custom(user defined) fields in the format: fieldname1=value;fieldname2=value;...	Optional
change_type	Type of Change Request ticket	Optional
state	State of the ticket, e.g., "Closed" or "7" or "7 - Closed	Optional

Context Output

Path	Type	Description
ServiceNow.Ticket.ID	string	ServiceNow ticket ID
ServiceNow.Ticket.OpenedBy	string	ServiceNow ticket opener ID
ServiceNow.Ticket.CreatedOn	date	ServiceNow ticket creation date
ServiceNow.Ticket.Assignee	string	ServiceNow ticket assignee ID
ServiceNow.Ticket.State	string	ServiceNow ticket state
ServiceNow.Ticket.Summary	string	ServiceNow ticket short summary
ServiceNow.Ticket.Number	string	ServiceNow ticket number
ServiceNow.Ticket.Active	boolean	ServiceNow ticket active
ServiceNow.Ticket.AdditionalComments	string	ServiceNow ticket comments
ServiceNow.Ticket.Priority	string	ServiceNow ticket priority
ServiceNow.Ticket.OpenedAt	date	ServiceNow ticket opening time
ServiceNow.Ticket.ResolvedBy	string	ServiceNow ticket resolver ID
ServiceNow.Ticket.CloseCode	string	ServiceNow ticket close code

Command Example

!servicenow-update ticket_type="incident" impact="2" id="c34852514fc2230021ae045e9310c7ab"

Context Example

{
    "ServiceNow": {
        "Ticket": {
            "Active": "true",
            "CreatedOn": "2018-11-27 12:59:32",
            "ID": "c34852514fc2230021ae045e9310c7ab",
            "Number": "INC0010452",
            "OpenedAt": "2018-11-27 12:59:32",
            "OpenedBy": "6816f79cc0a8016401c5a33be04be441",
            "Priority": "4 - Low",
            "State": "1 - New"
        }
    }
}

Human Readable Output

4. Delete a ticket

Deletes a specified ServiceNow ticket.

Base Command

servicenow-delete-ticket

Input

Argument Name	Description	Required
id	Ticket system ID	Required
ticket_type	Ticket type	Optional

Context Output

There is no context output for this command.

Command Example

!servicenow-delete-ticket id=0c23f8d24f102300d316b63ca310c742

Human Readable Output

5. Add a link to a ticket

Adds a link to a specified ServiceNow ticket.

Base Command

servicenow-add-link

Input

Argument Name	Description	Required
id	Ticket system ID	Required
ticket_type	Ticket type	Optional
link	The actual link to publish in ServiceNow ticket, valid url format, like http://www.demisto.com	Required
post-as-comment	Publish the link as comment on the ticket, if false will publish the link as WorkNote, format boolean	Optional
text	The text to represent the link	Optional

Context Output

There is no context output for this command.

Command Example

!servicenow-add-link id="bd5d42994f82230021ae045e9310c7bd" ticket_type="incident" link="www.demisto.com" text="this is a link"

Human Readable Output

6. Add a comment to a ticket

Adds a comment to a specified ticket.

Base Command

servicenow-add-comment

Input

Argument Name	Description	Required
id	Ticket system ID	Required
ticket_type	Ticket type	Optional
comment	Comment to add	Required
post-as-comment	Publish the link as a comment on the ticket, if false will publish the link as WorkNote, format boolean	Optional

Context Output

There is no context output for this command.

Command Example

!servicenow-add-comment id="0c23f8d24f102300d316b63ca310c742" ticket_type="incident" comment="This is a comment"

Human Readable Output

7. Get ticket information from a query

Retrieves ticket information via a query.

Base Command

servicenow-query-tickets

Input

Argument Name	Description	Required
limit	Limit for how many tickets to retrieve	Optional
ticket_type	Ticket type	Optional
query	The query to run. To learn about querying in ServiceNow, see the ServiceNow documentation.	Optional
offset	Starting record index to begin retrieving records from	Optional

Context Output

Path	Type	Description
Ticket.ID	string	The unique ticket identifier
Ticket.Creator	string	A string field that indicates the user who created the ticket
Ticket.CreatedOn	date	The date and time when the ticket was created
Ticket.Assignee	string	Specifies the user assigned to complete the ticket. By default, this field uses a reference qualifier to only display users with the itil role.
Ticket.State	string	Status of the ticket
Ticket.Summary	string	A human-readable title for the record
Ticket.Number	string	The display value of the ticket
Ticket.Active	boolean	Specifies whether work is still being done on a task or whether the work for the task is complete
Ticket.AdditionalComments	unknown	Comments about the task record
Ticket.Priority	string	Specifies how high a priority the ticket should be for the assignee
Ticket.OpenedAt	date	The date and time when the ticket was opened for the first time
Ticket.Escalation	string	Indicates how long the ticket has been open

Command Example

!servicenow-query-tickets limit="10" query="impact<2^short_descriptionISNOTEMPTY" ticket_type="incident"

Context Example

{
    "ServiceNow": {
        "Ticket": [
            {
                "Active": "false",
                "Assignee": "46b87022a9fe198101a78787e40d7547",
                "CloseCode": "Closed/Resolved by Caller",
                "CreatedOn": "2016-09-21 18:24:13",
                "ID": "9c573169c611228700193229fff72400",
                "Number": "INC0000001",
                "OpenedAt": "2018-02-20 23:09:51",
                "OpenedBy": "681ccaf9c0a8016400b98a06818d57c7",
                "Priority": "1 - Critical",
                "ResolvedBy": "9ee1b13dc6112271007f9d0efdb69cd0",
                "State": "7 - Closed",
                "Summary": "Can't read email"
            },
            {
                "Active": "true",
                "Assignee": "46ca0887a9fe19810191e08e51927ebf",
                "CreatedOn": "2016-09-10 22:30:06",
                "ID": "9d385017c611228701d22104cc95c371",
                "Number": "INC0000002",
                "OpenedAt": "2018-02-14 23:07:12",
                "OpenedBy": "681ccaf9c0a8016400b98a06818d57c7",
                "Priority": "1 - Critical",
                "State": "3 - On Hold",
                "Summary": "Network file shares access issue"
            },
            {
                "Active": "true",
                "Assignee": "46d44a23a9fe19810012d100cca80666",
                "CreatedOn": "2016-09-25 14:41:46",
                "ID": "e8caedcbc0a80164017df472f39eaed1",
                "Number": "INC0000003",
                "OpenedAt": "2018-02-21 23:07:30",
                "OpenedBy": "681b365ec0a80164000fb0b05854a0cd",
                "Priority": "1 - Critical",
                "State": "2 - In Progress",
                "Summary": "Wireless access is down in my area"
            },
            {
                "Active": "false",
                "Assignee": "46c6f9efa9fe198101ddf5eed9adf6e7",
                "CloseCode": "Solved (Work Around)",
                "CreatedOn": "2016-09-21 22:34:12",
                "ID": "9d3c1197c611228701cd1d94bc32d76d",
                "Number": "INC0000004",
                "OpenedAt": "2018-02-27 22:49:22",
                "OpenedBy": "681b365ec0a80164000fb0b05854a0cd",
                "Priority": "1 - Critical",
                "ResolvedBy": "9ee1b13dc6112271007f9d0efdb69cd0",
                "State": "7 - Closed",
                "Summary": "Forgot email password"
            },
            {
                "Active": "false",
                "Assignee": "46c6f9efa9fe198101ddf5eed9adf6e7",
                "CloseCode": "Closed/Resolved by Caller",
                "CreatedOn": "2016-09-25 15:14:01",
                "ID": "e8e875b0c0a80164009dc852b4d677d5",
                "Number": "INC0000005",
                "OpenedAt": "2018-02-16 23:06:52",
                "OpenedBy": "6816f79cc0a8016401c5a33be04be441",
                "Priority": "1 - Critical",
                "ResolvedBy": "6816f79cc0a8016401c5a33be04be441",
                "State": "7 - Closed",
                "Summary": "CPU load high for over 10 minutes"
            },
            {
                "Active": "false",
                "Assignee": "46ca0887a9fe19810191e08e51927ebf",
                "CloseCode": "Closed/Resolved by Caller",
                "CreatedOn": "2016-09-18 20:42:01",
                "ID": "8d6246c7c0a80164012fb063cecd4ace",
                "Number": "INC0000006",
                "OpenedAt": "2018-02-20 23:08:05",
                "OpenedBy": "5136503cc611227c0183e96598c4f706",
                "Priority": "1 - Critical",
                "ResolvedBy": "9ee1b13dc6112271007f9d0efdb69cd0",
                "State": "7 - Closed",
                "Summary": "Hangs when trying to print VISIO document"
            },
            {
                "Active": "true",
                "Assignee": "5137153cc611227c000bbd1bd8cd2007",
                "CreatedOn": "2014-03-10 20:43:10",
                "ID": "8d6353eac0a8016400d8a125ca14fc1f",
                "Number": "INC0000007",
                "OpenedAt": "2015-08-12 23:08:24",
                "OpenedBy": "681ccaf9c0a8016400b98a06818d57c7",
                "Priority": "1 - Critical",
                "State": "3 - On Hold",
                "Summary": "Need access to sales DB for the West"
            },
            {
                "Active": "false",
                "Assignee": "681b365ec0a80164000fb0b05854a0cd",
                "CloseCode": "Closed/Resolved by Caller",
                "CreatedOn": "2016-09-18 20:43:58",
                "ID": "8d641046c0a80164000bc7c0d3ed46a0",
                "Number": "INC0000008",
                "OpenedAt": "2018-02-28 23:08:39",
                "OpenedBy": "681ccaf9c0a8016400b98a06818d57c7",
                "Priority": "1 - Critical",
                "ResolvedBy": "9ee1b13dc6112271007f9d0efdb69cd0",
                "State": "7 - Closed",
                "Summary": "Printer in my office is out of toner"
            },
            {
                "Active": "false",
                "Assignee": "5137153cc611227c000bbd1bd8cd2007",
                "CloseCode": "Closed/Resolved by Caller",
                "CreatedOn": "2018-03-05 22:51:33",
                "ID": "46b66a40a9fe198101f243dfbc79033d",
                "Number": "INC0000009",
                "OpenedAt": "2018-02-27 22:50:23",
                "OpenedBy": "9ee1b13dc6112271007f9d0efdb69cd0",
                "Priority": "1 - Critical",
                "ResolvedBy": "9ee1b13dc6112271007f9d0efdb69cd0",
                "State": "7 - Closed",
                "Summary": "Reset my password"
            },
            {
                "Active": "false",
                "Assignee": "5137153cc611227c000bbd1bd8cd2007",
                "CloseCode": "Solved (Work Around)",
                "CreatedOn": "2018-03-05 23:18:07",
                "ID": "46cebb88a9fe198101aee93734f9768b",
                "Number": "INC0000013",
                "OpenedAt": "2018-03-04 23:15:58",
                "OpenedBy": "9ee1b13dc6112271007f9d0efdb69cd0",
                "Priority": "1 - Critical",
                "ResolvedBy": "9ee1b13dc6112271007f9d0efdb69cd0",
                "State": "7 - Closed",
                "Summary": "EMAIL is slow when an attachment is involved"
            }
        ]
    }
}

Human Readable Output

8. Upload a file to a ticket

Uploads a file to a specified ServiceNow ticket.

Base Command

servicenow-upload-file

Input

Argument Name	Description	Required
id	Ticket system ID	Required
ticket_type	Ticket type	Optional
file_id	War Room entry ID that includes the file	Required
file_name	File name of uploaded file to override the existing file name in entry	Optional

Context Output

Path	Type	Description
Ticket.File.Filename	string	Name of the file
Ticket.File.Link	string	Download link for the file
Ticket.File.SystemID	string	System ID of the file

Command Example

!servicenow-upload-file file_id=8781@cc00e449-9e7b-4609-8a68-1c8c01114562 id=bd5d42994f82230021ae045e9310c7bd

Context Example

{
    "File": {
        "EntryID": "8786@cc00e449-9e7b-4609-8a68-1c8c01114562",
        "Extension": "txt",
        "Info": "text/plain; charset=utf-8",
        "MD5": "ea499981fdaadbd1a26250b0d925bf43",
        "Name": "file.txt",
        "SHA1": "7ca8be259038fbc1c10ab953363114f3e222f842",
        "SHA256": "02790f5a87eaa10abf8023268ea576d7a72acaab77e0a8371e44491b357728bc",
        "SSDeep": "384:fBr9CRIuXUA+m0x/nL8LuyahOMKFE3qw3db27XUS354AI3NUrXG:5r9i0xfL8LuyahOMK+3z3db2L354vdiW",
        "Size": 51080,
        "Type": "ASCII text\n"
    },
    "ServiceNow": {
        "Ticket": {
            "File": {
                "Filename": "file.txt",
                "Link": "https://dev56245.service-now.com/api/now/attachment/8cc29e1d4f82230021ae045e9310c723/file",
                "SystemID": "8cc29e1d4f82230021ae045e9310c723"
            },
            "ID": "bd5d42994f82230021ae045e9310c7bd"
        }
    }
}

Human Readable Output

9. Get record information

Retrieves information for a specified record.

Base Command

servicenow-get-record

Input

Argument Name	Description	Required
id	Record system ID	Required
fields	Comma-separated table fields to display and output to the context, e.g., name,tag,company. ID field is added by default.	Optional
table_name	The name of the table to get the record from	Required

Context Output

Path	Type	Description
ServiceNow.Record.ID	string	The unique record identifier for the record
ServiceNow.Record.UpdatedBy	string	A string field that indicates the user who most recently updated the record
ServiceNow.Record.UpdatedAt	date	A time-stamp field that indicates the date and time of the most recent update
ServiceNow.Record.CreatedBy	string	A string field that indicates the user who created the record
ServiceNow.Record.CreatedOn	date	A time-stamp field that indicates when a record was created

Command Example

!servicenow-get-record table_name=alm_asset id=00a96c0d3790200044e0bfc8bcbe5dc3 fields=asset_tag,sys_updated_by,display_name

Context Example

{
    "ServiceNow": {
        "Record": {
            "ID": "00a96c0d3790200044e0bfc8bcbe5dc3",
            "asset_tag": "P1000479",
            "display_name": "P1000479 - Apple MacBook Pro 15\"",
            "sys_updated_by": "system"
        }
    }
}

Human Readable Output

10. Query a table

Queries a specified table in ServiceNow.

Base Command

servicenow-query-table

Input

Argument Name	Description	Required
table_name	The name of the table to query	Required
limit	Limit for how many tickets to retrieve	Optional
query	The query to run. For more information about querying in ServiceNow, see the ServiceNow documentation.	Optional
fields	Comma-separated table fields to display and output to the context, e.g., name,tag,company. ID field is added by default.	Optional
offset	Starting record index to begin retrieving records from	Optional

Context Output

Path	Type	Description
ServiceNow.Results.ID	string	The unique record identifier for the record
ServiceNow.Results.UpdatedBy	string	A string field that indicates the user who most recently updated the record
ServiceNow.Results.UpdatedAt	date	A time-stamp field that indicates the date and time of the most recent update
ServiceNow.Results.CreatedBy	string	A string field that indicates the user who created the record
ServiceNow.Results.CreatedOn	date	A time-stamp field that indicates when a record was created

Command Example

!servicenow-query-table table_name=alm_asset fields=asset_tag,sys_updated_by,display_name query=display_nameCONTAINSMacBook

Context Example

{
    "ServiceNow": {
        "Record": [
            {
                "ID": "00a96c0d3790200044e0bfc8bcbe5dc3",
                "asset_tag": "P1000479",
                "display_name": "P1000479 - Apple MacBook Pro 15\"",
                "sys_updated_by": "system"
            },
            {
                "ID": "01a92c0d3790200044e0bfc8bcbe5d36",
                "asset_tag": "P1000807",
                "display_name": "P1000807 - Apple MacBook Pro 17\"",
                "sys_updated_by": "system"
            },
            {
                "ID": "01a9a80d3790200044e0bfc8bcbe5d53",
                "asset_tag": "P1000637",
                "display_name": "P1000637 - Apple MacBook Air 13\"",
                "sys_updated_by": "system"
            },
            {
                "ID": "02a9a80d3790200044e0bfc8bcbe5dba",
                "asset_tag": "P1000412",
                "display_name": "P1000412 - Apple MacBook Pro 17\"",
                "sys_updated_by": "system"
            },
            {
                "ID": "02a9ac0d3790200044e0bfc8bcbe5d5e",
                "asset_tag": "P1000563",
                "display_name": "P1000563 - Apple MacBook Pro 15\"",
                "sys_updated_by": "system"
            },
            {
                "ID": "03a9680d3790200044e0bfc8bcbe5d4c",
                "asset_tag": "P1000626",
                "display_name": "P1000626 - Apple MacBook Air 13\"",
                "sys_updated_by": "system"
            },
            {
                "ID": "03a9ac0d3790200044e0bfc8bcbe5d9d",
                "asset_tag": "P1000551",
                "display_name": "P1000551 - Apple MacBook Pro 15\"",
                "sys_updated_by": "system"
            },
            {
                "ID": "04a96c0d3790200044e0bfc8bcbe5db3",
                "asset_tag": "P1000503",
                "display_name": "P1000503 - Apple MacBook Pro 15\"",
                "sys_updated_by": "system"
            },
            {
                "ID": "04a9a80d3790200044e0bfc8bcbe5d1b",
                "asset_tag": "P1000640",
                "display_name": "P1000640 - Apple MacBook Air 13\"",
                "sys_updated_by": "system"
            },
            {
                "ID": "04a9e80d3790200044e0bfc8bcbe5d41",
                "asset_tag": "P1000815",
                "display_name": "P1000815 - Apple MacBook Pro 17\"",
                "sys_updated_by": "system"
            }
        ]
    }
}

Human Readable Output

11. Create a record in a table

Creates a new record in a specified ServiceNow table.

Base Command

servicenow-create-record

Input

Argument Name	Description	Required
table_name	The name of the table to create a record in	Required
fields	Fields and their values to create the record with, in the format: fieldname1=value;fieldname2=value;...	Optional
custom_fields	Custom(user defined) fields in the format: fieldname1=value;fieldname2=value;...	Optional
template	Template name to use as a base to create new records	Optional

Context Output

Path	Type	Description
ServiceNow.Record.ID	string	The unique record identifier for the record
ServiceNow.Record.UpdatedBy	string	A string field that indicates the user who most recently updated the record
ServiceNow.Record.UpdatedAt	date	A time-stamp field that indicates the date and time of the most recent update
ServiceNow.Record.CreatedBy	string	A string field that indicates the user who created the record
ServiceNow.Record.CreatedOn	date	time-stamp field that indicates when a record was created

Command Example

!servicenow-create-record table_name=incident fields="short_description=My description;assigned_to=my user"

Context Example

{
    "ServiceNow": {
        "Record": {
            "CreatedAt": "2018-11-27 12:51:44",
            "CreatedBy": "admin",
            "ID": "748692114fc2230021ae045e9310c7ff",
            "UpdatedAt": "2018-11-27 12:51:44",
            "UpdatedBy": "admin"
        }
    }
}

Human Readable Output

12. Update a record in a table

Updates a record in a specified ServiceNow table.

Base Command

servicenow-update-record

Input

Argument Name	Description	Required
table_name	The name of the table to update the record in	Required
id	The system ID of the ticket to update	Required
fields	Fields and their values to update in the record, in the format: fieldname1=value;fieldname2=value;...	Optional
custom_fields	Custom (user-defined) fields and their values to update in the record, in the format: fieldname1=value;fieldname2=value;...	Optional

Context Output

Path	Type	Description
ServiceNow.Record.ID	string	The unique record identifier for the record.
ServiceNow.Record.UpdatedBy	string	A string field that indicates the user who most recently updated the record.
ServiceNow.Record.UpdatedAt	date	A time-stamp field that indicates the date and time of the most recent update.
ServiceNow.Record.CreatedBy	string	A string field that indicates the user who created the record.
ServiceNow.Record.CreatedOn	date	time-stamp field that indicates when a record was created.

Command Example

!servicenow-update-record table_name=incident id=748692114fc2230021ae045e9310c7ff fields="short_description=new desc;assigned_to=new user"

Context Example

{
    "ServiceNow": {
        "Record": {
            "CreatedAt": "2018-11-27 12:51:44",
            "CreatedBy": "admin",
            "ID": "748692114fc2230021ae045e9310c7ff",
            "UpdatedAt": "2018-11-27 12:53:48",
            "UpdatedBy": "admin"
        }
    }
}

Human Readable Output

13. Delete a record from a table

Deletes a record from a specified ServiceNow table.

Base Command

servicenow-delete-record

Input

Argument Name	Description	Required
table_name	The table name	Required
id	The system ID of the ticket to delete	Required

Context Output

There is no context output for this command.

Command Example

!servicenow-delete-record id=748692114fc2230021ae045e9310c7ff table_name=incident

Human Readable Output

14. List API fiels for a table

Lists API fields for a specified ServiceNow table.

Base Command

servicenow-list-table-fields

Input

Argument Name	Description	Required
table_name	Table name	Required

Context Output

Path	Type	Description
ServiceNow.Field	string	Table API field name

Command Example

!servicenow-list-table-fields table_name=alm_asset

Context Example

{
    "ServiceNow": {
        "Field": [
            {
                "Name": "reserved_for"
            },
            {
                "Name": "expenditure_type"
            },
            {
                "Name": "request_line"
            },
            {
                "Name": "checked_in"
            },
            {
                "Name": "sys_tags"
            },
            {
                "Name": "sys_created_on"
            },
            {
                "Name": "gl_account"
            },
            {
                "Name": "salvage_value"
            },
            {
                "Name": "ci"
            },
            {
                "Name": "asset_tag"
            },
            {
                "Name": "managed_by"
            },
            {
                "Name": "assigned_to"
            },
            {
                "Name": "install_status"
            },
            {
                "Name": "cost_center"
            },
            {
                "Name": "old_substatus"
            },
            {
                "Name": "pre_allocated"
            },
            {
                "Name": "display_name"
            },
            {
                "Name": "justification"
            },
            {
                "Name": "skip_sync"
            },
            {
                "Name": "sys_updated_by"
            },
            {
                "Name": "sys_created_by"
            },
            {
                "Name": "due"
            },
            {
                "Name": "comments"
            },
            {
                "Name": "beneficiary"
            },
            {
                "Name": "depreciated_amount"
            },
            {
                "Name": "lease_id"
            },
            {
                "Name": "sys_id"
            },
            {
                "Name": "purchase_date"
            },
            {
                "Name": "work_notes"
            },
            {
                "Name": "department"
            },
            {
                "Name": "serial_number"
            },
            {
                "Name": "location"
            },
            {
                "Name": "residual_date"
            },
            {
                "Name": "sys_class_name"
            },
            {
                "Name": "warranty_expiration"
            },
            {
                "Name": "vendor"
            },
            {
                "Name": "parent"
            },
            {
                "Name": "checked_out"
            },
            {
                "Name": "company"
            },
            {
                "Name": "sys_updated_on"
            },
            {
                "Name": "resale_price"
            },
            {
                "Name": "residual"
            },
            {
                "Name": "supported_by"
            },
            {
                "Name": "sys_mod_count"
            },
            {
                "Name": "disposal_reason"
            },
            {
                "Name": "invoice_number"
            },
            {
                "Name": "old_status"
            },
            {
                "Name": "sys_domain_path"
            },
            {
                "Name": "retired"
            },
            {
                "Name": "assigned"
            },
            {
                "Name": "depreciation"
            },
            {
                "Name": "model_category"
            },
            {
                "Name": "po_number"
            },
            {
                "Name": "acquisition_method"
            },
            {
                "Name": "due_in"
            },
            {
                "Name": "depreciation_date"
            },
            {
                "Name": "install_date"
            },
            {
                "Name": "substatus"
            },
            {
                "Name": "order_date"
            },
            {
                "Name": "cost"
            },
            {
                "Name": "support_group"
            },
            {
                "Name": "stockroom"
            },
            {
                "Name": "retirement_date"
            },
            {
                "Name": "sys_domain"
            },
            {
                "Name": "owned_by"
            },
            {
                "Name": "model"
            },
            {
                "Name": "delivery_date"
            },
            {
                "Name": "quantity"
            }
        ]
    }
}

Human Readable Output

15. Query computers

Queries the cmdb_ci_computer table in ServiceNow.

Base Command

servicenow-query-computers

Input

Argument Name	Description	Required
computer_id	Query by computer sys_id	Optional
computer_name	Query by computer name	Optional
query	Query by specified query, for more information about querying in ServiceNow, see https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/use/common-ui-elements/reference/r_OpAvailableFiltersQueries.html	Optional
asset_tag	Query by asset tag	Optional
limit	Query results limit	Optional
offset	Starting record index to begin retrieving records from	Optional

Context Output

Path	Type	Description
ServiceNow.Computer.ID	string	Computer sys_id
ServiceNow.Computer.AssetTag	string	Computer Asset tag
ServiceNow.Computer.Name	string	Computer name
ServiceNow.Computer.DisplayName	string	Computer display name
ServiceNow.Computer.SupportGroup	string	Computer support group
ServiceNow.Computer.OperatingSystem	string	Computer operating system
ServiceNow.Computer.Company	string	Computer company sys_id
ServiceNow.Computer.AssignedTo	string	Computer assigned to user sys_id
ServiceNow.Computer.State	string	Computer state
ServiceNow.Computer.Cost	string	Computer cost
ServiceNow.Computer.Comments	string	Computer comments

Command Example

!servicenow-query-computers

Context Example

{
    "ServiceNow": {
        "Computer": [
            {
                "AssetTag": "P1000503",
                "AssignedTo": "92826bf03710200044e0bfc8bcbe5dbb",
                "Company": "81fbfe03ac1d55eb286d832de58ae1fd",
                "Cost": "1799.99 USD",
                "DisplayName": "P1000503 - MacBook Pro 15\"",
                "ID": "00a96c0d3790200044e0bfc8bcbe5db4",
                "Name": "MacBook Pro 15\"",
                "OperatingSystem": "Mac OS 10 (OS/X)",
                "State": "In use"
            },
            {
                "AssetTag": "P1000640",
                "AssignedTo": "3682abf03710200044e0bfc8bcbe5d09",
                "Company": "81fca4cbac1d55eb355b4b6db0e3c80f",
                "Cost": "1599.99 USD",
                "DisplayName": "P1000640 - MacBook Air 13\"",
                "ID": "00a9a80d3790200044e0bfc8bcbe5d1c",
                "Name": "MacBook Air 13\"",
                "OperatingSystem": "Mac OS 10 (OS/X)",
                "State": "In use"
            },
            {
                "AssetTag": "P1000815",
                "AssignedTo": "86826bf03710200044e0bfc8bcbe5d42",
                "Company": "81fd65ecac1d55eb42a426568fc87a63",
                "Cost": "2499.99 USD",
                "DisplayName": "P1000815 - MacBook Pro 17\"",
                "ID": "00a9e80d3790200044e0bfc8bcbe5d42",
                "Name": "MacBook Pro 17\"",
                "OperatingSystem": "Mac OS 10 (OS/X)",
                "State": "In use"
            },
            {
                "AssetTag": "P1000814",
                "AssignedTo": "4e826bf03710200044e0bfc8bcbe5d41",
                "Company": "81fd65ecac1d55eb42a426568fc87a63",
                "Cost": "2499.99 USD",
                "DisplayName": "P1000814 - MacBook Pro 17\"",
                "ID": "00a9e80d3790200044e0bfc8bcbe5de8",
                "Name": "MacBook Pro 17\"",
                "OperatingSystem": "Mac OS 10 (OS/X)",
                "State": "In use"
            },
            {
                "AssetTag": "P1000517",
                "AssignedTo": "12826bf03710200044e0bfc8bcbe5dc3",
                "Company": "81fca4cbac1d55eb355b4b6db0e3c80f",
                "Cost": "1799.99 USD",
                "DisplayName": "P1000517 - MacBook Pro 15\"",
                "ID": "00a9ec0d3790200044e0bfc8bcbe5d06",
                "Name": "MacBook Pro 15\"",
                "OperatingSystem": "Mac OS 10 (OS/X)",
                "State": "In use"
            },
            {
                "AssetTag": "P1000666",
                "AssignedTo": "fe82abf03710200044e0bfc8bcbe5d18",
                "Company": "a66b1fb03710200044e0bfc8bcbe5d08",
                "Cost": "1599.99 USD",
                "DisplayName": "P1000666 - MacBook Air 13\"",
                "ID": "01a9280d3790200044e0bfc8bcbe5d79",
                "Name": "MacBook Air 13\"",
                "OperatingSystem": "Mac OS 10 (OS/X)",
                "State": "In use"
            },
            {
                "AssetTag": "P1000871",
                "AssignedTo": "4e826bf03710200044e0bfc8bcbe5d6f",
                "Company": "31bea3d53790200044e0bfc8bcbe5dec",
                "Cost": "2499.99 USD",
                "DisplayName": "P1000871 - MacBook Pro 17\"",
                "ID": "01a92c0d3790200044e0bfc8bcbe5d27",
                "Name": "MacBook Pro 17\"",
                "OperatingSystem": "Mac OS 10 (OS/X)",
                "State": "In use"
            },
            {
                "AssetTag": "P1000429",
                "AssignedTo": "c6826bf03710200044e0bfc8bcbe5d90",
                "Company": "4b7d13f03710200044e0bfc8bcbe5db6",
                "Cost": "2249.99 USD",
                "DisplayName": "P1000429 - ThinkStation C20",
                "ID": "01a9e40d3790200044e0bfc8bcbe5dab",
                "Name": "ThinkStation C20",
                "OperatingSystem": "Windows XP Professional",
                "State": "In use"
            },
            {
                "AssetTag": "P1000440",
                "AssignedTo": "8a826bf03710200044e0bfc8bcbe5d96",
                "Company": "81fca4cbac1d55eb355b4b6db0e3c80f",
                "Cost": "1699.99 USD",
                "DisplayName": "P1000440 - ThinkStation S20",
                "ID": "01a9ec0d3790200044e0bfc8bcbe5dc3",
                "Name": "ThinkStation S20",
                "OperatingSystem": "Windows XP Professional",
                "State": "In use"
            },
            {
                "AssetTag": "P1000357",
                "AssignedTo": "ce826bf03710200044e0bfc8bcbe5d67",
                "Company": "a66b1fb03710200044e0bfc8bcbe5d08",
                "Cost": "1329 USD",
                "DisplayName": "P1000357 - Precision T5500 Workstation",
                "ID": "02a9604d3790200044e0bfc8bcbe5d17",
                "Name": "Precision T5500 Workstation",
                "OperatingSystem": "Windows XP Professional",
                "State": "In use"
            }
        ]
    }
}

Human Readable Output

16. Query groups

Queries the sys_user_group table in ServiceNow.

Base Command

servicenow-query-groups

Input

Argument Name	Description	Required
group_id	Query by group sys_id	Optional
group_name	Query by group name	Optional
query	Query by specified query, for more information about querying in ServiceNow, see the ServiceNow documentation.	Optional
limit	Query results limit	Optional
offset	Starting record index to begin retrieving records from	Optional

Context Output

Path	Type	Description
ServiceNow.Group.ID	string	Group sys_id
ServiceNow.Group.Description	string	Group description
ServiceNow.Group.Name	string	Group name
ServiceNow.Group.Manager	string	Group manager sys_id
ServiceNow.Group.Updated	date	Group update time

Command Example

!servicenow-query-groups group_name=test1

Context Example

{
    "ServiceNow": {
        "Group": {
            "Active": "true",
            "Description": "Incident Management Group",
            "ID": "12a586cd0bb23200ecfd818393673a30",
            "Name": "test1",
            "Updated": "2018-11-26 14:51:41"
        }
    }
}

Human Readable Output

17. Query users

Queries the sys_user table in ServiceNow.

Base Command

servicenow-query-users

Input

Argument Name	Description	Required
user_id	Query by user sys_id	Optional
user_name	Query by username	Optional
query	Query by specified query, for more information about querying in ServiceNow, see the ServiceNow documentation.	Optional
limit	Query results limit	Optional
offset	Starting record index to begin retrieving records from	Optional

Context Output

Path	Type	Description
ServiceNow.User.ID	string	User sys_id
ServiceNow.User.Name	string	User name (first, middle, last)
ServiceNow.User.UserName	string	User username
ServiceNow.User.Email	string	User email
ServiceNow.User.Created	date	User creation time
ServiceNow.User.Updated	date	User update time

Command Example

!servicenow-query-users user_name=sean.bonnet

Context Example

{
    "ServiceNow": {
        "User": {
            "Created": "2012-02-18 03:04:50",
            "Email": "sean.bonnet@example.com",
            "ID": "02826bf03710200044e0bfc8bcbe5d6d",
            "Name": "Sean Testman",
            "Updated": "2018-08-12 22:18:39",
            "UserName": "sean.bonnet"
        }
    }
}

Human Readable Output

18. Get table names

Retrieves table names by a label to use in commands.

Base Command

servicenow-get-table-name

Input

Argument Name	Description	Required
label	The table label, e.g., Asset, Incident, IP address, etc.	Required
limit	The number of results to return	Optional
offset	Starting record index to begin retrieving records from	Optional

Context Output

Path	Type	Description
ServiceNow.Table.ID	string	Table system ID
ServiceNow.Table.Name	string	Table name to use in commands, e.g., alm_asset
ServiceNow.Table.SystemName	string	Table system name, e.g., Asset

Command Example

!servicenow-get-table-name label=Asset

Context Example

{
    "ServiceNow": {
        "Table": {
            "ID": "56cc519d5d521300651727c3e282e819",
            "Name": "alm_asset",
            "SystemName": "Asset"
        }
    }
}

Human Readable Output

19. Get ticket notes

Returns notes for a specified ticket.

Base Command

servicenow-get-ticket-notes

Input

Argument Name	Description	Required
id	Ticket System ID	Required
limit	Limit for the ticket notes	Optional
offset	Offset of the ticket notes	Optional

Context Output

Path	Type	Description
ServiceNow.Ticket.ID	string	Ticket ID
ServiceNow.Ticket.Note.Value	unknown	Ticket note value
ServiceNow.Ticket.Note.CreatedOn	date	Ticket note created on date
ServiceNow.Ticket.Note.CreatedBy	string	Ticket note created by
ServiceNow.Ticket.Note.Type	string	Ticket note type

Command Example

!servicenow-get-ticket-notes id=9c573169c611228700193229fff72400

Context Example

{
    "ServiceNow": {
        "Ticket": {
            "ID": "9c573169c611228700193229fff72400",
            "Note": [
                {
                    "CreatedBy": "admin",
                    "CreatedOn": "2019-01-31 08:40:56",
                    "Type": "Comment",
                    "Value": "test"
                },
                {
                    "CreatedBy": "admin",
                    "CreatedOn": "2019-01-31 11:09:14",
                    "Type": "Work Note",
                    "Value": "hmm"
                }
            ]
        }
    }

Human Readable Output

Additional Information

The tables and fields in the ServiceNow UI are different than those in the API. Each table and field name in the UI have their representation in the API.

The integration allows viewing the API table name with the servicenow-get-table command and the API fields(columns) for each table using the servicenow-list-fields command, given the table has records.

In the API, fields that are linked to records in a table (e.g., user) return as an object of link and value as the link refers to the link to that record in the API and the value refers to the system ID of the record. By default, the integration retrieves the value of the object - which means its system ID.

Troubleshooting

If there is an error within ServiceNow, the message is usually indicative, e.g., User Not Authenticated, details: Required to provide Auth information , Invalid table or No Record found, details: Record doesn't exist or ACL restricts the record retrieval.

However there may be connection issues, e.g., when the ServiceNow server URL is incorrect or is unreachable.

Configuration parameters

url — ServiceNow URL, in the format https://company.service-now.com/ (required)
credentials — Username
proxy — Use system proxy settings
insecure — Trust any certificate (not secure)
ticket_type — Default ticket type for running ticket commands and fetching incidents
api_version — ServiceNow API Version (e.g. 'v1')
isFetch — Fetch incidents
sysparm_query — The query to use when fetching incidents
fetch_limit — How many incidents to fetch each time
fetch_time — First fetch timestamp (<number> <time unit>, e.g., 12 hours, 7 days, 3 months, 1 year)
timestamp_field — Timestamp field to filter by (e.g., `opened_at`) This is how the filter is applied to the query: “ORDERBYopened_at^opened_at>[Last Run]. To prevent duplicate incidents, this field is mandatory for fetching incidents.
incidentType — Incident type
get_attachments — Get incident attachments

Commands (31)

servicenow-add-comment Deprecated
Add comment to specific ticket by providing ticket id
servicenow-add-link Deprecated
Add a link to specific ticket
servicenow-create Deprecated
Deprecated. Use servicenow-create-ticket or servicenow-create-record instead
servicenow-create-record Deprecated
Create a new record in a specified ServiceNow table
servicenow-create-ticket Deprecated
Create new ServiceNow ticket
servicenow-delete-record Deprecated
Delete a record in a specified ServiceNow table
servicenow-delete-ticket Deprecated
Delete a ticket from ServiceNow
servicenow-get Deprecated
Deprecated. Use servicenow-get-ticket or servicenow-get-record instead
servicenow-get-computer Deprecated
Deprecated. Use servicenow-query-computers instead.
servicenow-get-groups Deprecated
Deprecated. Use servicenow-query-groups instead.
servicenow-get-record Deprecated
Retrieve record information by specific record ID
servicenow-get-table-name Deprecated
Get table names by a label to use in commands
servicenow-get-ticket Deprecated
Retrieve ticket information by specific ticket ID
servicenow-get-ticket-notes Deprecated
Get notes from the specified ServiceNow ticket - Read permissions are required for the sys_journal_field table.
servicenow-incident-add-comment Deprecated
Deprecated. Use servicenow-add-comment instead.
servicenow-incident-add-link Deprecated
Deprecated. Use servicenow-add-link instead.
servicenow-incident-create Deprecated
Create a new ServiceNow ticket
servicenow-incident-update Deprecated
Deprecated. Use servicenow-update-ticket or servicenow-update-record instead
servicenow-incident-upload-file Deprecated
Deprecated. Use servicenow-upload-file instead.
servicenow-incidents-query Deprecated
Deprecated. Use servicenow-query-table or servicenow-query-tickets instead.
servicenow-list-table-fields Deprecated
List API fields for a specified ServiceNow table
servicenow-query Deprecated
Deprecated. Use servicenow-query-table or servicenow-query-tickets instead.
servicenow-query-computers Deprecated
Query the cmdb_ci_computer table in ServiceNow
servicenow-query-groups Deprecated
Query the sys_user_group table in ServiceNow
servicenow-query-table Deprecated
Query a specified table in ServiceNow
servicenow-query-tickets Deprecated
Retrieve ticket info with a query
servicenow-query-users Deprecated
Query the sys_user table in ServiceNow
servicenow-update Deprecated
Deprecated. Use servicenow-update-ticket or servicenow-update-record instead
servicenow-update-record Deprecated
Update a record in a specified ServiceNow table
servicenow-update-ticket Deprecated
Update specific ticket
servicenow-upload-file Deprecated
Upload a file to a specific ticket

Source

ServiceNow.py ServiceNow.yml ServiceNow_description.md command_examples.txt

Download History Raw

category: Case Management
provider: ServiceNow
commonfields:
  id: ServiceNow
  version: -1
configuration:
- display: ServiceNow URL, in the format https://company.service-now.com/
  name: url
  required: true
  type: 0
- display: Username
  name: credentials
  type: 9
  required: false
- defaultvalue: ''
  display: Use system proxy settings
  name: proxy
  type: 8
  required: false
- defaultvalue: 'false'
  display: Trust any certificate (not secure)
  name: insecure
  type: 8
  required: false
- defaultvalue: incident
  display: Default ticket type for running ticket commands and fetching incidents
  name: ticket_type
  type: 0
  required: false
- display: ServiceNow API Version (e.g. 'v1')
  name: api_version
  type: 0
  required: false
- display: Fetch incidents
  name: isFetch
  type: 8
  required: false
- defaultvalue: stateNOT IN6,7
  display: The query to use when fetching incidents
  name: sysparm_query
  type: 0
  required: false
- defaultvalue: '10'
  display: How many incidents to fetch each time
  name: fetch_limit
  type: 0
  required: false
- defaultvalue: 10 minutes
  display: First fetch timestamp (<number> <time unit>, e.g., 12 hours, 7 days, 3 months, 1 year)
  name: fetch_time
  type: 0
  required: false
- defaultvalue: opened_at
  display: |-
    Timestamp field to filter by (e.g., `opened_at`)
    This is how the filter is applied to the query: “ORDERBYopened_at^opened_at>[Last Run]. To prevent duplicate incidents, this field is mandatory for fetching incidents.
  name: timestamp_field
  type: 0
  required: false
- display: Incident type
  name: incidentType
  type: 13
  required: false
- display: Get incident attachments
  name: get_attachments
  type: 8
  required: false
description: Deprecated. Use the ServiceNow v2 integration instead.
display: ServiceNow (Deprecated)
deprecated: true
name: ServiceNow
script:
  commands:
  - arguments:
    - default: true
      description: Ticket System ID
      name: id
    - auto: PREDEFINED
      defaultValue: incident
      description: Ticket type
      name: ticket_type
      predefined:
      - incident
      - problem
      - change_request
      - sc_request
      - sc_task
    - description: Ticket number to retrieve
      name: number
    - auto: PREDEFINED
      defaultValue: 'false'
      description: Whether to retrieve ticket attachments, default false
      name: get_attachments
      predefined:
      - 'true'
      - 'false'
    deprecated: true
    description: Retrieve ticket information by specific ticket ID
    name: servicenow-get-ticket
    outputs:
    - contextPath: ServiceNow.Ticket.ID
      description: ServiceNow ticket ID
      type: string
    - contextPath: ServiceNow.Ticket.OpenedBy
      description: ServiceNow ticket opener ID
      type: string
    - contextPath: ServiceNow.Ticket.CreatedOn
      description: ServiceNow ticket creation date.
      type: date
    - contextPath: ServiceNow.Ticket.Assignee
      description: ServiceNow ticket assignee ID
      type: string
    - contextPath: ServiceNow.Ticket.State
      description: ServiceNow ticket state
      type: string
    - contextPath: ServiceNow.Ticket.Summary
      description: ServiceNow ticket short summary
      type: string
    - contextPath: ServiceNow.Ticket.Number
      description: ServiceNow ticket number
      type: string
    - contextPath: ServiceNow.Ticket.Active
      description: ServiceNow ticket active
      type: boolean
    - contextPath: ServiceNow.Ticket.AdditionalComments
      description: ServiceNow ticket comments
      type: string
    - contextPath: ServiceNow.Ticket.Priority
      description: ServiceNow ticket priority
      type: string
    - contextPath: ServiceNow.Ticket.OpenedAt
      description: ServiceNow ticket opening time
      type: date
    - contextPath: ServiceNow.Ticket.ResolvedBy
      description: ServiceNow ticket resolver ID
      type: string
    - contextPath: ServiceNow.Ticket.CloseCode
      description: ServiceNow ticket close code
      type: string
    - contextPath: File.Info
      description: Attachment file info
      type: string
    - contextPath: File.Name
      description: Attachment file name
      type: string
    - contextPath: File.Size
      description: Attachment file size
      type: number
    - contextPath: File.SHA1
      description: Attachment file SHA1
      type: string
    - contextPath: File.SHA256
      description: Attachment file SHA256
      type: string
    - contextPath: File.EntryID
      description: Attachment file entry ID
      type: string
    - contextPath: File.Type
      description: Attachment file type
      type: string
    - contextPath: File.MD5
      description: Attachment file MD5
      type: string
  - arguments:
    - default: true
      description: Ticket System ID to retrieve
      name: id
    - auto: PREDEFINED
      defaultValue: incident
      description: Ticket type
      name: ticket_type
      predefined:
      - incident
      - problem
      - change_request
      - sc_request
      - sc_task
    - description: Ticket number to retrieve
      name: number
    - description: Whether to retrieve ticket attachments, default false
      name: get_attachments
    deprecated: true
    description: Deprecated. Use servicenow-get-ticket or servicenow-get-record instead
    name: servicenow-get
    outputs:
    - contextPath: Ticket.ID
      description: The unique ticket identifier(sys_id).
      type: string
    - contextPath: Ticket.Creator
      description: A string field that indicates the user who created the ticket.
      type: string
    - contextPath: Ticket.CreatedOn
      description: The date and time when the ticket was created.
      type: date
    - contextPath: Ticket.Assignee
      description: Specifies the user assigned to complete the ticket. By default, this field uses a reference qualifier to only display users with the itil role.
      type: string
    - contextPath: Ticket.State
      description: Status of the ticket.
      type: string
    - contextPath: Ticket.Summary
      description: A human-readable title for the record.
      type: string
    - contextPath: Ticket.Number
      description: The display value of the ticket.
      type: string
    - contextPath: Ticket.Active
      description: Specifies whether work is still being done on a task or whether the work for the task is complete.
      type: boolean
    - contextPath: Ticket.AdditionalComments
      description: Comments about the task record.
      type: Unknown
    - contextPath: Ticket.Priority
      description: Specifies how high a priority the ticket should be for the assignee.
      type: string
    - contextPath: Ticket.OpenedAt
      description: The date and time when the ticket was opened for the first time.
      type: date
    - contextPath: File.Info
      description: Attachment file info
      type: string
    - contextPath: File.Name
      description: Attachment file name
      type: string
    - contextPath: File.Size
      description: Attachment file size
      type: number
    - contextPath: File.SHA1
      description: Attachment file SHA1
      type: string
    - contextPath: File.SHA256
      description: Attachment file SHA256
      type: string
    - contextPath: File.EntryID
      description: Attachment file entry ID
      type: string
    - contextPath: File.Type
      description: Attachment file type
      type: string
    - contextPath: File.MD5
      description: Attachment file MD5
      type: string
  - arguments:
    - description: Short description of the ticket
      name: short_description
    - auto: PREDEFINED
      defaultValue: incident
      description: Ticket type
      name: ticket_type
      predefined:
      - incident
      - problem
      - change_request
      - sc_request
      - sc_task
    - auto: PREDEFINED
      description: Ticket urgency
      name: urgency
      predefined:
      - 3 - Low
      - 2 - Medium
      - 1 - High
    - auto: PREDEFINED
      description: Ticket severity
      name: severity
      predefined:
      - 3 - Low
      - 2 - Medium
      - 1 - High
    - auto: PREDEFINED
      description: Ticket impact
      name: impact
      predefined:
      - 3 - Low
      - 2 - Medium
      - 1 - High
    - auto: PREDEFINED
      description: Set ticket as Active
      name: active
      predefined:
      - 'true'
      - 'false'
    - description: Set ticket ActivityDue - format "2016-07-02 21:51:11"
      name: activity_due
    - description: List of assigned users to the ticket
      name: additional_assignee_list
    - description: Ticket history approval
      name: approval_history
    - description: Set ticket ApprovalSet - format "2016-07-02 21:51:11"
      name: approval_set
    - description: To whom the ticket is assigned
      name: assigned_to
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: business_duration
    - description: Business service
      name: business_service
    - description: Business source
      name: business_stc
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: calendar_duration
    - description: UID Format
      name: caller_id
    - description: Category of ticket
      name: category
    - description: UID Format
      name: caused_by
    - auto: PREDEFINED
      description: Ticket's close code
      name: close_code
      predefined:
      - Solved (Work Around)
      - Solved (Permanently)
      - Solved Remotely (Work Around)
      - Solved Remotely (Permanently)
      - Not Solved (Not Reproducible)
      - Not Solved (Too Costly)
      - Closed/Resolved by Caller
    - description: Close notes of the ticket
      name: close_notes
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: closed_at
    - description: User who closed the ticket
      name: closed_by
    - description: UID Format
      name: cmdb_ci
    - description: Format type journal input
      name: comments
    - description: Format type journal input
      name: comments_and_work_notes
    - description: UID Format
      name: company
    - description: Contact type
      name: contact_type
    - description: Correlation display
      name: correlation_display
    - description: Correlation id
      name: correlation_id
    - description: UID Format
      name: delivery_plan
    - auto: PREDEFINED
      description: If you want to display comments, work_notes...
      name: display
      predefined:
      - 'true'
      - 'false'
    - description: Ticket description
      name: description
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: due_date
    - description: Escalation
      name: escalation
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: expected_start
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: follow_up
    - description: UID format list
      name: group_list
    - auto: PREDEFINED
      description: Is the ticket solved in the knowledge base
      name: knowledge
      predefined:
      - 'true'
      - 'false'
    - description: Location of the ticket
      name: location
    - description: SLA of the ticket
      name: made_sla
    - auto: PREDEFINED
      description: Notify about this ticket
      name: notify
      predefined:
      - '1'
      - '0'
    - description: Order number
      name: order
    - description: UID Format
      name: parent
    - description: UID Format
      name: parent_incident
    - description: UID Format
      name: problem_id
    - description: How many users included in this ticket before
      name: reassignment_count
    - description: How many time the ticket has been reopened
      name: reopen_count
    - description: 'Resolving time, Format: YYYY-MM-DD HH:MM:SS'
      name: resolved_at
    - description: UID Format
      name: resolved_by
    - description: UID
      name: rfc
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: sla_due
    - description: Subcategory
      name: subcategory
    - description: Last updated by
      name: sys_updated_by
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: sys_updated_on
    - description: Input from the end user
      name: user_input
    - description: A list of watched tickets
      name: watch_list
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: work_end
    - description: Format journal list
      name: work_notes
    - description: List with UIDs
      name: work_notes_list
    - description: Date when started to work on the ticket
      name: work_start
    - description: Set AssignmentGroup - sys_id of group
      name: assignment_group
    - description: integer
      name: incident_state
    - description: Ticket number
      name: number
    - auto: PREDEFINED
      description: Priority of the ticket
      name: priority
      predefined:
      - 5 - Planning
      - 4 - Low
      - 3 - Moderate
      - 2 - High
      - 1 - Critical
    - description: Template name to use as a base to create new tickets.
      name: template
    - description: 'Custom(user defined) fields in the format: fieldname1=value;fieldname2=value; custom fields start with a "u_".'
      name: custom_fields
    - auto: PREDEFINED
      defaultValue: normal
      description: Type of Change Request ticket
      name: change_type
      predefined:
      - normal
      - standard
      - emergency
    - description: State of the ticket, e.g., "Closed" or "7" or "7 - Closed".
      name: state
    - description: ' Ticket opening time, Format: YYYY-MM-DD HH:MM:SS'
      name: opened_at
    - description: Caller system ID
      name: caller
    deprecated: true
    description: Create new ServiceNow ticket
    name: servicenow-create-ticket
    outputs:
    - contextPath: ServiceNow.Ticket.ID
      description: ServiceNow ticket ID
      type: string
    - contextPath: ServiceNow.Ticket.OpenedBy
      description: ServiceNow ticket opener ID
      type: string
    - contextPath: ServiceNow.Ticket.CreatedOn
      description: ServiceNow ticket creation date.
      type: date
    - contextPath: ServiceNow.Ticket.Assignee
      description: ServiceNow ticket assignee ID
      type: string
    - contextPath: ServiceNow.Ticket.State
      description: ServiceNow ticket state
      type: string
    - contextPath: ServiceNow.Ticket.Summary
      description: ServiceNow ticket short summary
      type: string
    - contextPath: ServiceNow.Ticket.Number
      description: ServiceNow ticket number
      type: string
    - contextPath: ServiceNow.Ticket.Active
      description: ServiceNow ticket active
      type: boolean
    - contextPath: ServiceNow.Ticket.AdditionalComments
      description: ServiceNow ticket comments
      type: string
    - contextPath: ServiceNow.Ticket.Priority
      description: ServiceNow ticket priority
      type: string
    - contextPath: ServiceNow.Ticket.OpenedAt
      description: ServiceNow ticket opening time
      type: date
    - contextPath: ServiceNow.Ticket.ResolvedBy
      description: ServiceNow ticket resolver ID
      type: string
    - contextPath: ServiceNow.Ticket.CloseCode
      description: ServiceNow ticket close code
      type: string
  - arguments:
    - description: Short description of the ticket
      name: short_description
    - auto: PREDEFINED
      defaultValue: incident
      description: Ticket type
      name: ticket_type
      predefined:
      - incident
      - problem
      - change_request
      - sc_request
      - sc_task
    - auto: PREDEFINED
      description: Ticket urgency
      name: urgency
      predefined:
      - 3 - Low
      - 2 - Medium
      - 1 - High
    - auto: PREDEFINED
      description: Ticket severity
      name: severity
      predefined:
      - 3 - Low
      - 2 - Medium
      - 1 - High
    - auto: PREDEFINED
      description: Ticket impact
      name: impact
      predefined:
      - 3 - Low
      - 2 - Medium
      - 1 - High
    - auto: PREDEFINED
      description: Set ticket as Active
      name: active
      predefined:
      - 'true'
      - 'false'
    - description: Set ticket ActivityDue - format "2016-07-02 21:51:11" glide_date_time
      name: activity_due
    - description: List of assigned users to the ticket
      name: additional_assignee_list
    - description: Ticket history approval
      name: approval_history
    - description: Set ticket ApprovalSet - format "2016-07-02 21:51:11" glide_date_time
      name: approval_set
    - description: To whom the ticket is assigned
      name: assigned_to
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: business_duration
    - description: Business service
      name: business_service
    - description: Business source
      name: business_stc
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: calendar_duration
    - description: UID Format
      name: caller_id
    - description: Category of ticket
      name: category
    - description: UID Format
      name: caused_by
    - description: Ticket's close code
      name: close_code
    - description: Close notes of the ticket
      name: close_notes
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: closed_at
    - description: User who closed the ticket
      name: closed_by
    - description: UID Format
      name: cmdb_ci
    - description: Format type journal input
      name: comments
    - description: Format type journal input
      name: comments_and_work_notes
    - description: UID Format
      name: company
    - description: Contact type
      name: contact_type
    - description: Correlation display
      name: correlation_display
    - description: Correlation id
      name: correlation_id
    - description: UID Format
      name: delivery_plan
    - auto: PREDEFINED
      description: If you want to display comments, work_notes...
      name: display
      predefined:
      - 'true'
      - 'false'
    - description: Ticket description
      name: description
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: due_date
    - description: Escalation
      name: escalation
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: expected_start
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: follow_up
    - description: UID format list
      name: group_list
    - auto: PREDEFINED
      description: Is the ticket solved in the knowledge base
      name: knowledge
      predefined:
      - 'true'
      - 'false'
    - description: Location of the ticket
      name: location
    - description: SLA of the ticket
      name: made_sla
    - auto: PREDEFINED
      description: Notify about this ticket
      name: notify
      predefined:
      - '1'
      - '0'
    - description: Order number
      name: order
    - description: UID Format
      name: parent
    - description: UID Format
      name: parent_incident
    - description: UID Format
      name: problem_id
    - description: How many users included in this ticket before
      name: reassignment_count
    - description: How many time the ticket has been reopened
      name: reopen_count
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: resolved_at
    - description: UID Format
      name: resolved_by
    - description: UID
      name: rfc
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: sla_due
    - description: Subcategory
      name: subcategory
    - description: Last updated by
      name: sys_updated_by
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: sys_updated_on
    - description: Input from the end user
      name: user_input
    - description: A list of watched tickets
      name: watch_list
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: work_end
    - description: Format journal list
      name: work_notes
    - description: List with UIDs
      name: work_notes_list
    - description: Date when started to work on the ticket
      name: work_start
    - description: Set AssignmentGroup - uuid of group like 46b87022a9fe198101a78787e40d7547
      name: assignment_group
    - description: integer
      name: incident_state
    - description: Ticket number
      name: number
    - auto: PREDEFINED
      description: Priority of the ticket (number)
      name: priority
      predefined:
      - 5 - Planning
      - 4 - Low
      - 3 - Moderate
      - 2 - High
      - 1 - Critical
    - description: Template name to use as a base to create new tickets.
      name: template
    - description: 'Custom(user defined) fields in the format: fieldname1=value;fieldname2=value;...'
      name: custom_fields
    - auto: PREDEFINED
      defaultValue: normal
      description: Type of Change Request ticket
      name: type
      predefined:
      - normal
      - standard
      - emergency
    - description: State of the ticket
      name: state
    deprecated: true
    description: Deprecated. Use servicenow-create-ticket or servicenow-create-record instead
    name: servicenow-create
    outputs:
    - contextPath: Ticket.ID
      description: ServiceNow ticket System ID
      type: string
    - contextPath: Ticket.Creator
      description: ServiceNow ticket creator
      type: string
    - contextPath: Ticket.Assignee
      description: ServiceNow ticket assignee
      type: string
    - contextPath: Ticket.State
      description: ServiceNow ticket state
      type: string
    - contextPath: Ticket.Summary
      description: ServiceNow ticket short summary
      type: string
    - contextPath: Ticket.Number
      description: ServiceNow ticket number
      type: string
  - arguments:
    - description: Short description of the ticket
      name: short_description
    - auto: PREDEFINED
      defaultValue: incident
      description: Ticket type
      name: ticket_type
      predefined:
      - incident
      - problem
      - change_request
    - description: Ticket urgency
      name: urgency
    - description: Ticket severity
      name: severity
    - description: Ticket impact
      name: impact
    - auto: PREDEFINED
      description: Set ticket as Active
      name: active
      predefined:
      - 'true'
      - 'false'
    - description: Set ticket ActivityDue - format "2016-07-02 21:51:11" glide_date_time
      name: activity_due
    - description: List of assigned users to the ticket
      name: additional_assignee_list
    - description: Ticket history approval
      name: approval_history
    - description: Set ticket ApprovalSet - format "2016-07-02 21:51:11" glide_date_time
      name: approval_set
    - description: To whom the ticket is assigned
      name: assigned_to
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: business_duration
    - description: Business service
      name: business_service
    - description: Business source
      name: business_stc
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: calendar_duration
    - description: UID Format
      name: caller_id
    - description: Category name
      name: category
    - description: UID Format
      name: caused_by
    - description: Ticket's close code
      name: close_code
    - description: Close notes of the ticket
      name: close_notes
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: closed_at
    - description: User who closed the ticket
      name: closed_by
    - description: UID Format
      name: cmdb_ci
    - description: Format type journal input
      name: comments
    - description: Format type journal input
      name: comments_and_work_notes
    - description: UID Format
      name: company
    - description: Contact type
      name: contact_type
    - description: Correlation display
      name: correlation_display
    - description: Correlation id
      name: correlation_id
    - description: UID Format
      name: delivery_plan
    - auto: PREDEFINED
      description: If you want to display comments, work_notes...
      name: display
      predefined:
      - 'true'
      - 'false'
    - description: Ticket description
      name: description
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: due_date
    - description: Escalation
      name: escalation
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: expected_start
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: follow_up
    - description: UID format list
      name: group_list
    - auto: PREDEFINED
      description: Is the ticket solved in the knowledge base
      name: knowledge
      predefined:
      - 'true'
      - 'false'
    - description: Location of the ticket
      name: location
    - description: SLA of the ticket
      name: made_sla
    - auto: PREDEFINED
      description: Notify about this ticket
      name: notify
      predefined:
      - '1'
      - '0'
    - description: Order number
      name: order
    - description: UID Format
      name: parent
    - description: UID Format
      name: parent_incident
    - description: UID Format
      name: problem_id
    - description: How many users included in this ticket before
      name: reassignment_count
    - description: How many time the ticket has been reopened
      name: reopen_count
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: resolved_at
    - description: UID Format
      name: resolved_by
    - description: UID
      name: rfc
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: sla_due
    - description: Subcategory
      name: subcategory
    - description: Last updated by
      name: sys_updated_by
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: sys_updated_on
    - description: Input from the end user
      name: user_input
    - description: A list of watched tickets
      name: watch_list
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: work_end
    - description: Format journal list
      name: work_notes
    - description: List with UIDs
      name: work_notes_list
    - description: Date when started to work on the ticket
      name: work_start
    - description: Set AssignmentGroup - uuid of group like 46b87022a9fe198101a78787e40d7547
      name: assignment_group
    - description: integer
      name: incident_state
    - description: Ticket number
      name: number
    - description: Priority of the ticket (number)
      name: priority
    - description: Template name to use as a base to create new tickets.
      name: template
    deprecated: true
    description: Create a new ServiceNow ticket
    name: servicenow-incident-create
    outputs:
    - contextPath: Ticket.ID
      description: ServiceNow ticket System ID
      type: string
    - contextPath: Ticket.Creator
      description: ServiceNow ticket creator
      type: string
    - contextPath: Ticket.Assignee
      description: ServiceNow ticket assignee
      type: string
    - contextPath: Ticket.State
      description: ServiceNow ticket state
      type: string
    - contextPath: Ticket.Summary
      description: ServiceNow ticket short summary
      type: string
    - contextPath: Ticket.Number
      description: ServiceNow ticket number
      type: string
  - arguments:
    - description: Short description of the ticket
      name: short_description
    - auto: PREDEFINED
      defaultValue: incident
      description: Ticket type
      name: ticket_type
      predefined:
      - incident
      - problem
      - change_request
      - sc_request
      - sc_task
    - auto: PREDEFINED
      description: Ticket urgency
      name: urgency
      predefined:
      - 3 - Low
      - 2 - Medium
      - 1 - High
    - auto: PREDEFINED
      description: Ticket severity
      name: severity
      predefined:
      - 3 - Low
      - 2 - Medium
      - 1 - High
    - auto: PREDEFINED
      description: Ticket impact
      name: impact
      predefined:
      - 3 - Low
      - 2 - Medium
      - 1 - High
    - auto: PREDEFINED
      description: Does the ticket active(true/false)
      name: active
      predefined:
      - 'true'
      - 'false'
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: activity_due
    - description: List of assigned users to the ticket
      name: additional_assignee_list
    - description: Ticket history approval
      name: approval_history
    - description: Set ticket ApprovalSet - format "2016-07-02 21:51:11"
      name: approval_set
    - description: To whom the ticket is assigned
      name: assigned_to
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: business_duration
    - description: Business service
      name: business_service
    - description: Business source
      name: business_stc
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: calendar_duration
    - description: UID Format
      name: caller_id
    - description: Category name
      name: category
    - description: UID Format
      name: caused_by
    - auto: PREDEFINED
      description: Ticket's close code
      name: close_code
      predefined:
      - Solved (Work Around)
      - Solved (Permanently)
      - Solved Remotely (Work Around)
      - Solved Remotely (Permanently)
      - Not Solved (Not Reproducible)
      - Not Solved (Too Costly)
      - Closed/Resolved by Caller
    - description: Close notes of the ticket
      name: close_notes
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: closed_at
    - description: User who closed the ticket
      name: closed_by
    - description: UID Format
      name: cmdb_ci
    - description: Format type journal input
      name: comments
    - description: Format type journal input
      name: comments_and_work_notes
    - description: UID Format
      name: company
    - description: Contact type
      name: contact_type
    - description: Correlation display
      name: correlation_display
    - description: Correlation id
      name: correlation_id
    - description: UID Format
      name: delivery_plan
    - auto: PREDEFINED
      description: If you want to display comments, work_notes...
      name: display
      predefined:
      - 'true'
      - 'false'
    - description: Ticket description
      name: description
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: due_date
    - description: Escalation
      name: escalation
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: expected_start
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: follow_up
    - description: UID format list
      name: group_list
    - auto: PREDEFINED
      description: Is the ticket solved in the knowledge base
      name: knowledge
      predefined:
      - 'true'
      - 'false'
    - description: Location of the ticket
      name: location
    - description: SLA of the ticket
      name: made_sla
    - auto: PREDEFINED
      description: Notify about this ticket
      name: notify
      predefined:
      - '1'
      - '0'
    - description: Order number
      name: order
    - description: UID Format
      name: parent
    - description: UID Format
      name: parent_incident
    - description: UID Format
      name: problem_id
    - description: How many users included in this ticket before
      name: reassignment_count
    - description: How many time the ticket has been reopened
      name: reopen_count
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: resolved_at
    - description: UID Format
      name: resolved_by
    - description: UID
      name: rfc
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: sla_due
    - description: Subcategory
      name: subcategory
    - description: Last updated by
      name: sys_updated_by
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: sys_updated_on
    - description: Input from the end user
      name: user_input
    - description: A list of watched tickets
      name: watch_list
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: work_end
    - description: Format journal list
      name: work_notes
    - description: List with UIDs
      name: work_notes_list
    - description: Date when started to work on the ticket
      name: work_start
    - description: UID
      name: assignment_group
    - description: integer
      name: incident_state
    - description: Ticket number
      name: number
    - auto: PREDEFINED
      description: Priority of the ticket
      name: priority
      predefined:
      - 5 - Planning
      - 4 - Low
      - 3 - Moderate
      - 2 - High
      - 1 - Critical
    - description: System ID of the ticket to update
      name: id
      required: true
    - description: 'Custom(user defined) fields in the format: fieldname1=value;fieldname2=value; custom fields start with a "u_".'
      name: custom_fields
    - auto: PREDEFINED
      defaultValue: normal
      description: Type of Change Request ticket
      name: change_type
      predefined:
      - normal
      - standard
      - emergency
    - description: State of the ticket, e.g., "Closed" or "7" or "7 - Closed".
      name: state
    - description: Caller system ID
      name: caller
    deprecated: true
    description: Update specific ticket
    name: servicenow-update-ticket
  - arguments:
    - description: Short description of the ticket
      name: short_description
    - auto: PREDEFINED
      defaultValue: incident
      description: Ticket type
      name: ticket_type
      predefined:
      - incident
      - problem
      - change_request
      - sc_request
      - sc_task
    - auto: PREDEFINED
      description: Ticket urgency
      name: urgency
      predefined:
      - 3 - Low
      - 2 - Medium
      - 1 - High
    - auto: PREDEFINED
      description: Ticket severity
      name: severity
      predefined:
      - 3 - Low
      - 2 - Medium
      - 1 - High
    - auto: PREDEFINED
      description: Ticket impact
      name: impact
      predefined:
      - 3 - Low
      - 2 - Medium
      - 1 - High
    - auto: PREDEFINED
      description: Does the ticket active(true/false)
      name: active
      predefined:
      - 'true'
      - 'false'
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: activity_due
    - description: List of assigned users to the ticket
      name: additional_assignee_list
    - description: Ticket history approval
      name: approval_history
    - description: Set ticket ApprovalSet - format "2016-07-02 21:51:11" glide_date_time
      name: approval_set
    - description: To whom the ticket is assigned
      name: assigned_to
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: business_duration
    - description: Business service
      name: business_service
    - description: Business source
      name: business_stc
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: calendar_duration
    - description: UID Format
      name: caller_id
    - description: Category name
      name: category
    - description: UID Format
      name: caused_by
    - description: Ticket's close code
      name: close_code
    - description: Close notes of the ticket
      name: close_notes
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: closed_at
    - description: User who closed the ticket
      name: closed_by
    - description: UID Format
      name: cmdb_ci
    - description: Format type journal input
      name: comments
    - description: Format type journal input
      name: comments_and_work_notes
    - description: UID Format
      name: company
    - description: Contact type
      name: contact_type
    - description: Correlation display
      name: correlation_display
    - description: Correlation id
      name: correlation_id
    - description: UID Format
      name: delivery_plan
    - auto: PREDEFINED
      description: If you want to display comments, work_notes...
      name: display
      predefined:
      - 'true'
      - 'false'
    - description: Ticket description
      name: description
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: due_date
    - description: Escalation
      name: escalation
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: expected_start
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: follow_up
    - description: UID format list
      name: group_list
    - auto: PREDEFINED
      description: Is the ticket solved in the knowledge base
      name: knowledge
      predefined:
      - 'true'
      - 'false'
    - description: Location of the ticket
      name: location
    - description: SLA of the ticket
      name: made_sla
    - auto: PREDEFINED
      description: Notify about this ticket
      name: notify
      predefined:
      - '1'
      - '0'
    - description: Order number
      name: order
    - description: UID Format
      name: parent
    - description: UID Format
      name: parent_incident
    - description: UID Format
      name: problem_id
    - description: How many users included in this ticket before
      name: reassignment_count
    - description: How many time the ticket has been reopened
      name: reopen_count
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: resolved_at
    - description: UID Format
      name: resolved_by
    - description: UID
      name: rfc
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: sla_due
    - description: Subcategory
      name: subcategory
    - description: Last updated by
      name: sys_updated_by
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: sys_updated_on
    - description: Input from the end user
      name: user_input
    - description: A list of watched tickets
      name: watch_list
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: work_end
    - description: Format journal list
      name: work_notes
    - description: List with UIDs
      name: work_notes_list
    - description: Date when started to work on the ticket
      name: work_start
    - description: UID
      name: assignment_group
    - description: integer
      name: incident_state
    - description: Ticket number
      name: number
    - auto: PREDEFINED
      description: Priority of the ticket
      name: priority
      predefined:
      - 5 - Planning
      - 4 - Low
      - 3 - Moderate
      - 2 - High
      - 1 - Critical
    - description: System ID of the ticket to update
      name: id
      required: true
    - description: 'Custom(user defined) fields in the format: fieldname1=value;fieldname2=value;...'
      name: custom_fields
    - auto: PREDEFINED
      defaultValue: normal
      description: Type of Change Request ticket
      name: type
      predefined:
      - normal
      - standard
      - emergency
    - description: State of the ticket
      name: state
    deprecated: true
    description: Deprecated. Use servicenow-update-ticket or servicenow-update-record instead
    name: servicenow-update
  - arguments:
    - description: Short description of the ticket
      name: short_description
    - auto: PREDEFINED
      defaultValue: incident
      description: Ticket type
      name: ticket_type
      predefined:
      - incident
      - problem
      - change_request
    - description: Ticket urgency
      name: urgency
    - description: Ticket severity
      name: severity
    - description: Ticket impact
      name: impact
    - auto: PREDEFINED
      description: Does the ticket active(true/false)
      name: active
      predefined:
      - 'true'
      - 'false'
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: activity_due
    - description: List of assigned users to the ticket
      name: additional_assignee_list
    - description: Ticket history approval
      name: approval_history
    - description: Set ticket ApprovalSet - format "2016-07-02 21:51:11" glide_date_time
      name: approval_set
    - description: To whom the ticket is assigned
      name: assigned_to
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: business_duration
    - description: Business service
      name: business_service
    - description: Business source
      name: business_stc
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: calendar_duration
    - description: UID Format
      name: caller_id
    - description: Category name
      name: category
    - description: UID Format
      name: caused_by
    - description: Ticket's close code
      name: close_code
    - description: Close notes of the ticket
      name: close_notes
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: closed_at
    - description: User who closed the ticket
      name: closed_by
    - description: UID Format
      name: cmdb_ci
    - description: Format type journal input
      name: comments
    - description: Format type journal input
      name: comments_and_work_notes
    - description: UID Format
      name: company
    - description: Contact type
      name: contact_type
    - description: Correlation display
      name: correlation_display
    - description: Correlation id
      name: correlation_id
    - description: UID Format
      name: delivery_plan
    - auto: PREDEFINED
      description: If you want to display comments, work_notes...
      name: display
      predefined:
      - 'true'
      - 'false'
    - description: Ticket description
      name: description
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: due_date
    - description: Escalation
      name: escalation
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: expected_start
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: follow_up
    - description: UID format list
      name: group_list
    - auto: PREDEFINED
      description: Is the ticket solved in the knowledge base
      name: knowledge
      predefined:
      - 'true'
      - 'false'
    - description: Location of the ticket
      name: location
    - description: SLA of the ticket
      name: made_sla
    - auto: PREDEFINED
      description: Notify about this ticket
      name: notify
      predefined:
      - '1'
      - '0'
    - description: Order number
      name: order
    - description: UID Format
      name: parent
    - description: UID Format
      name: parent_incident
    - description: UID Format
      name: problem_id
    - description: How many users included in this ticket before
      name: reassignment_count
    - description: How many time the ticket has been reopened
      name: reopen_count
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: resolved_at
    - description: UID Format
      name: resolved_by
    - description: UID
      name: rfc
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: sla_due
    - description: Subcategory
      name: subcategory
    - description: Last updated by
      name: sys_updated_by
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: sys_updated_on
    - description: Input from the end user
      name: user_input
    - description: A list of watched tickets
      name: watch_list
    - description: 'Format: YYYY-MM-DD HH:MM:SS'
      name: work_end
    - description: Format journal list
      name: work_notes
    - description: List with UIDs
      name: work_notes_list
    - description: Date when started to work on the ticket
      name: work_start
    - description: UID
      name: assignment_group
    - description: integer
      name: incident_state
    - description: Ticket number
      name: number
    - description: Priority of the ticket (number)
      name: priority
    - description: System ID of the ticket to update
      name: id
      required: true
    deprecated: true
    description: Deprecated. Use servicenow-update-ticket or servicenow-update-record instead
    name: servicenow-incident-update
  - arguments:
    - description: Ticket System ID
      name: id
      required: true
    - auto: PREDEFINED
      description: Ticket type
      name: ticket_type
      predefined:
      - incident
      - problem
      - change_request
      - sc_request
      - sc_task
    deprecated: true
    description: Delete a ticket from ServiceNow
    name: servicenow-delete-ticket
  - arguments:
    - description: Ticket System ID
      name: id
      required: true
    - auto: PREDEFINED
      defaultValue: incident
      description: Ticket type
      name: ticket_type
      predefined:
      - incident
      - problem
      - change_request
      - sc_request
      - sc_task
    - description: The actual link to publish in ServiceNow ticket, valid url format, like http://www.demisto.com
      name: link
      required: true
    - description: Publish the link as comment on the ticket, if false will publish the link as WorkNote, format bool
      name: post-as-comment
    - description: The text to represent the link
      name: text
    deprecated: true
    description: Add a link to specific ticket
    name: servicenow-add-link
  - arguments:
    - description: Ticket System ID
      name: id
      required: true
    - auto: PREDEFINED
      defaultValue: incident
      description: Ticket type
      name: ticket_type
      predefined:
      - incident
      - problem
      - change_request
    - description: The actual link to publish in ServiceNow ticket, valid url format, like http://www.demisto.com
      name: link
      required: true
    - description: Publish the link as comment on the ticket, by default true, if false will publish the link as WorkNote, format bool
      name: post-as-comment
    - description: The text to represent the link
      name: text
    deprecated: true
    description: Deprecated. Use servicenow-add-link instead.
    name: servicenow-incident-add-link
  - arguments:
    - description: Ticket System ID
      name: id
      required: true
    - auto: PREDEFINED
      defaultValue: incident
      description: Ticket type
      name: ticket_type
      predefined:
      - incident
      - problem
      - change_request
      - sc_request
      - sc_task
    - description: Comment to add
      name: comment
      required: true
    - auto: PREDEFINED
      defaultValue: 'false'
      description: Specify to publish the note as comment on the ticket.
      name: post-as-comment
      predefined:
      - 'true'
      - 'false'
    deprecated: true
    description: Add comment to specific ticket by providing ticket id
    name: servicenow-add-comment
  - arguments:
    - description: Ticket System ID
      name: id
      required: true
    - auto: PREDEFINED
      defaultValue: incident
      description: Ticket type
      name: ticket_type
      predefined:
      - incident
      - problem
      - change_request
    - description: Comment to add
      name: comment
      required: true
    - description: Publish the link as comment on the ticket, if false will publish the link as WorkNote, format bool
      name: post-as-comment
    deprecated: true
    description: Deprecated. Use servicenow-add-comment instead.
    name: servicenow-incident-add-comment
  - arguments:
    - defaultValue: '10'
      description: Limit for how many tickets to retrieve
      name: limit
    - auto: PREDEFINED
      defaultValue: incident
      description: Ticket type
      name: ticket_type
      predefined:
      - incident
      - problem
      - change_request
      - sc_request
      - sc_task
    - description: The query to run. To learn about querying in ServiceNow, see https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/use/common-ui-elements/reference/r_OpAvailableFiltersQueries.html
      name: query
    - defaultValue: '0'
      description: Starting record index to begin retrieving records from
      name: offset
    deprecated: true
    description: Retrieve ticket info with a query
    name: servicenow-query-tickets
    outputs:
    - contextPath: Ticket.ID
      description: The unique ticket identifier.
      type: string
    - contextPath: Ticket.Creator
      description: A string field that indicates the user who created the ticket.
      type: string
    - contextPath: Ticket.CreatedOn
      description: The date and time when the ticket was created.
      type: date
    - contextPath: Ticket.Assignee
      description: Specifies the user assigned to complete the ticket. By default, this field uses a reference qualifier to only display users with the itil role.
      type: string
    - contextPath: Ticket.State
      description: Status of the ticket.
      type: string
    - contextPath: Ticket.Summary
      description: A human-readable title for the record.
      type: string
    - contextPath: Ticket.Number
      description: The display value of the ticket.
      type: string
    - contextPath: Ticket.Active
      description: Specifies whether work is still being done on a task or whether the work for the task is complete.
      type: boolean
    - contextPath: Ticket.AdditionalComments
      description: Comments about the task record.
      type: Unknown
    - contextPath: Ticket.Priority
      description: Specifies how high a priority the ticket should be for the assignee.
      type: string
    - contextPath: Ticket.OpenedAt
      description: The date and time when the ticket was opened for the first time.
      type: date
    - contextPath: Ticket.Escalation
      description: Indicates how long the ticket has been open.
      type: string
  - arguments:
    - defaultValue: '10'
      description: Limit for how many tickets to retrieve
      name: limit
    - description: Query
      name: sysparm_query
    - auto: PREDEFINED
      defaultValue: incident
      description: Ticket type
      name: ticket_type
      predefined:
      - incident
      - problem
      - change_request
      - sc_request
      - sc_task
    - description: The query to run. To learn about querying in ServiceNow, see https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/use/common-ui-elements/reference/r_OpAvailableFiltersQueries.html
      name: query
    deprecated: true
    description: Deprecated. Use servicenow-query-table or servicenow-query-tickets instead.
    name: servicenow-query
    outputs:
    - contextPath: Ticket.ID
      description: ServiceNow ticket System ID
      type: string
    - contextPath: Ticket.Creator
      description: ServiceNow ticket creator
      type: string
    - contextPath: Ticket.Assignee
      description: ServiceNow ticket assignee
      type: string
    - contextPath: Ticket.State
      description: ServiceNow ticket state
      type: string
    - contextPath: Ticket.Summary
      description: ServiceNow ticket short summary
      type: string
    - contextPath: Ticket.Number
      description: ServiceNow ticket number
      type: string
  - arguments:
    - defaultValue: '10'
      description: Limit for how many tickets to retrieve
      name: limit
    - description: Query
      name: sysparm_query
    - auto: PREDEFINED
      defaultValue: incident
      description: Ticket type
      name: ticket_type
      predefined:
      - incident
      - problem
      - change_request
    deprecated: true
    description: Deprecated. Use servicenow-query-table or servicenow-query-tickets instead.
    name: servicenow-incidents-query
    outputs:
    - contextPath: Ticket.ID
      description: ServiceNow ticket System ID
      type: string
    - contextPath: Ticket.Creator
      description: ServiceNow ticket creator
      type: string
    - contextPath: Ticket.Assignee
      description: ServiceNow ticket assignee
      type: string
    - contextPath: Ticket.State
      description: ServiceNow ticket state
      type: string
    - contextPath: Ticket.Summary
      description: ServiceNow ticket short summary
      type: string
    - contextPath: Ticket.Number
      description: ServiceNow ticket number
      type: string
  - arguments:
    - description: Ticket System ID
      name: id
      required: true
    - auto: PREDEFINED
      defaultValue: incident
      description: Ticket type
      name: ticket_type
      predefined:
      - incident
      - problem
      - change_request
      - sc_request
      - sc_task
    - description: War-room entry ID that includes the file
      name: file_id
      required: true
    - description: Filename of uploaded file to override the existing file name in entry
      name: file_name
    deprecated: true
    description: Upload a file to a specific ticket
    name: servicenow-upload-file
    outputs:
    - contextPath: ServiceNow.Ticket.File.Filename
      description: Name of the file
      type: string
    - contextPath: ServiceNow.Ticket.File.Link
      description: Download link for the file
      type: string
    - contextPath: ServiceNow.Ticket.File.SystemID
      description: System ID of the file
      type: string
  - arguments:
    - description: Ticket System ID
      name: id
      required: true
    - auto: PREDEFINED
      defaultValue: incident
      description: Ticket type
      name: ticket_type
      predefined:
      - incident
      - problem
      - change_request
    - description: War-room entry ID that includes the file
      name: file_id
      required: true
    - description: Filename of uploaded file to override the existing file name in entry
      name: file_name
    deprecated: true
    description: Deprecated. Use servicenow-upload-file instead.
    name: servicenow-incident-upload-file
    outputs:
    - contextPath: Ticket.File.Filename
      description: Name of the file
      type: string
    - contextPath: Ticket.File.Link
      description: Download link for the file
      type: string
    - contextPath: Ticket.File.SystemID
      description: System ID of the file
      type: string
  - arguments:
    - description: Servicenow group name
      name: name
      required: true
    deprecated: true
    description: Deprecated. Use servicenow-query-groups instead.
    name: servicenow-get-groups
    outputs:
    - contextPath: ServiceNowGroups.GroupId
      description: Group Id
      type: string
    - contextPath: ServiceNowGroups.GroupName
      description: Group name
      type: string
  - arguments:
    - description: machine name
      name: computerName
      required: true
    deprecated: true
    description: Deprecated. Use servicenow-query-computers instead.
    name: servicenow-get-computer
    outputs:
    - contextPath: ServiceNowComputer.sys_id
      description: 'Id '
      type: string
    - contextPath: ServiceNowComputer.u_code
      description: Code
      type: string
    - contextPath: ServiceNowComputer.support_group
      description: Support group
      type: string
    - contextPath: ServiceNowComputer.os
      description: Operating System
      type: string
    - contextPath: ServiceNowComputer.comments
      description: Comments
      type: string
  - arguments:
    - description: Record system ID
      name: id
      required: true
    - description: Comma separated table fields to display and output to the context, e.g name,tag,company. ID field is added by default.
      name: fields
    - description: The name of the table to get the record from
      name: table_name
      required: true
    deprecated: true
    description: Retrieve record information by specific record ID
    name: servicenow-get-record
    outputs:
    - contextPath: ServiceNow.Record.ID
      description: The unique record identifier for the record.
      type: string
    - contextPath: ServiceNow.Record.UpdatedBy
      description: A string field that indicates the user who most recently updated the record.
      type: string
    - contextPath: ServiceNow.Record.UpdatedAt
      description: A time-stamp field that indicates the date and time of the most recent update.
      type: date
    - contextPath: ServiceNow.Record.CreatedBy
      description: A string field that indicates the user who created the record.
      type: string
    - contextPath: ServiceNow.Record.CreatedOn
      description: time-stamp field that indicates when a record was created.
      type: date
  - arguments:
    - description: The name of the table to query
      name: table_name
      required: true
    - defaultValue: '10'
      description: Limit for how many tickets to retrieve
      name: limit
    - description: The query to run. For more information about querying in ServiceNow, see https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/use/common-ui-elements/reference/r_OpAvailableFiltersQueries.html
      name: query
    - description: Comma separated table fields to display and output to the context, e.g name,tag,company. ID field is added by default.
      isArray: true
      name: fields
    - defaultValue: '0'
      description: Starting record index to begin retrieving records from
      name: offset
    deprecated: true
    description: Query a specified table in ServiceNow
    name: servicenow-query-table
    outputs:
    - contextPath: ServiceNow.Results.ID
      description: The unique record identifier for the record.
      type: string
    - contextPath: ServiceNow.Results.UpdatedBy
      description: A string field that indicates the user who most recently updated the record.
      type: string
    - contextPath: ServiceNow.Results.UpdatedAt
      description: A time-stamp field that indicates the date and time of the most recent update.
      type: date
    - contextPath: ServiceNow.Results.CreatedBy
      description: A string field that indicates the user who created the record.
      type: string
    - contextPath: ServiceNow.Results.CreatedOn
      description: time-stamp field that indicates when a record was created.
      type: date
  - arguments:
    - description: The name of the table to create a record in.
      name: table_name
      required: true
    - description: 'Fields and their values to create the record with, in the format: fieldname1=value;fieldname2=value;...'
      name: fields
    - description: 'Custom(user defined) fields in the format: fieldname1=value;fieldname2=value;...'
      name: custom_fields
    deprecated: true
    description: Create a new record in a specified ServiceNow table
    name: servicenow-create-record
    outputs:
    - contextPath: ServiceNow.Record.ID
      description: The unique record identifier for the record.
      type: string
    - contextPath: ServiceNow.Record.UpdatedBy
      description: A string field that indicates the user who most recently updated the record.
      type: string
    - contextPath: ServiceNow.Record.UpdatedAt
      description: A time-stamp field that indicates the date and time of the most recent update.
      type: date
    - contextPath: ServiceNow.Record.CreatedBy
      description: A string field that indicates the user who created the record.
      type: string
    - contextPath: ServiceNow.Record.CreatedOn
      description: time-stamp field that indicates when a record was created.
      type: date
  - arguments:
    - description: The name of the table to update the record in
      name: table_name
      required: true
    - description: The system ID of the ticket to update
      name: id
      required: true
    - description: 'Fields and their values to update in the record, in the format: fieldname1=value;fieldname2=value;...'
      name: fields
    - description: 'Custom(User defined) fields and their values to update in the record, in the format: fieldname1=value;fieldname2=value;...'
      name: custom_fields
    deprecated: true
    description: Update a record in a specified ServiceNow table
    name: servicenow-update-record
    outputs:
    - contextPath: ServiceNow.Record.ID
      description: The unique record identifier for the record.
      type: string
    - contextPath: ServiceNow.Record.UpdatedBy
      description: A string field that indicates the user who most recently updated the record.
      type: string
    - contextPath: ServiceNow.Record.UpdatedAt
      description: A time-stamp field that indicates the date and time of the most recent update.
      type: date
    - contextPath: ServiceNow.Record.CreatedBy
      description: A string field that indicates the user who created the record.
      type: string
    - contextPath: ServiceNow.Record.CreatedOn
      description: time-stamp field that indicates when a record was created.
      type: date
  - arguments:
    - description: The table name
      name: table_name
      required: true
    - description: The system ID of the ticket to delete
      name: id
      required: true
    deprecated: true
    description: Delete a record in a specified ServiceNow table
    name: servicenow-delete-record
  - arguments:
    - description: Table name
      name: table_name
      required: true
    deprecated: true
    description: List API fields for a specified ServiceNow table
    name: servicenow-list-table-fields
    outputs:
    - contextPath: ServiceNow.Field
      description: Table API field name
      type: string
  - arguments:
    - description: Query by computer sys_id
      name: computer_id
    - description: Query by computer name
      name: computer_name
    - description: Query by specified query, for more information about querying in ServiceNow, see https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/use/common-ui-elements/reference/r_OpAvailableFiltersQueries.html
      name: query
    - description: Query by asset tag
      name: asset_tag
    - defaultValue: '10'
      description: Query results limit
      name: limit
    - defaultValue: '0'
      description: Starting record index to begin retrieving records from
      name: offset
    deprecated: true
    description: Query the cmdb_ci_computer table in ServiceNow
    name: servicenow-query-computers
    outputs:
    - contextPath: ServiceNow.Computer.ID
      description: Computer sys_id
      type: string
    - contextPath: ServiceNow.Computer.AssetTag
      description: Computer Asset tag
      type: string
    - contextPath: ServiceNow.Computer.Name
      description: Computer name
      type: string
    - contextPath: ServiceNow.Computer.DisplayName
      description: Computer display name
      type: string
    - contextPath: ServiceNow.Computer.SupportGroup
      description: Computer support group
      type: string
    - contextPath: ServiceNow.Computer.OperatingSystem
      description: Computer operating system
      type: string
    - contextPath: ServiceNow.Computer.Company
      description: Computer company sys_id
      type: string
    - contextPath: ServiceNow.Computer.AssignedTo
      description: Computer assigned to user sys_id
      type: string
    - contextPath: ServiceNow.Computer.State
      description: Computer state
      type: string
    - contextPath: ServiceNow.Computer.Cost
      description: Computer cost
      type: string
    - contextPath: ServiceNow.Computer.Comments
      description: Computer comments
      type: string
  - arguments:
    - description: Query by group sys_id
      name: group_id
    - description: Query by group name
      name: group_name
    - description: Query by specified query, for more information about querying in ServiceNow, see https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/use/common-ui-elements/reference/r_OpAvailableFiltersQueries.html
      name: query
    - defaultValue: '10'
      description: Query results limit
      name: limit
    - defaultValue: '0'
      description: Starting record index to begin retrieving records from
      name: offset
    deprecated: true
    description: Query the sys_user_group table in ServiceNow
    name: servicenow-query-groups
    outputs:
    - contextPath: ServiceNow.Group.ID
      description: Group sys_id
      type: string
    - contextPath: ServiceNow.Group.Description
      description: Group description
      type: string
    - contextPath: ServiceNow.Group.Name
      description: Group name
      type: string
    - contextPath: ServiceNow.Group.Manager
      description: Group manager sys_id
      type: string
    - contextPath: ServiceNow.Group.Updated
      description: Group update time
      type: date
  - arguments:
    - description: Query by user sys_id
      name: user_id
    - description: Query by username
      name: user_name
    - description: Query by specified query, for more information about querying in ServiceNow, see https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/use/common-ui-elements/reference/r_OpAvailableFiltersQueries.html
      name: query
    - defaultValue: '10'
      description: Query results limit
      name: limit
    - defaultValue: '0'
      description: Starting record index to begin retrieving records from
      name: offset
    deprecated: true
    description: Query the sys_user table in ServiceNow
    name: servicenow-query-users
    outputs:
    - contextPath: ServiceNow.User.ID
      description: User sys_id
      type: string
    - contextPath: ServiceNow.User.Name
      description: User name (first + last)
      type: string
    - contextPath: ServiceNow.User.UserName
      description: User username
      type: string
    - contextPath: ServiceNow.User.Email
      description: User email
      type: string
    - contextPath: ServiceNow.User.Created
      description: User creation time
      type: date
    - contextPath: ServiceNow.User.Updated
      description: User update time
      type: date
  - arguments:
    - description: The table label, e.g Asset, Incident, IP address etc.
      name: label
      required: true
    - defaultValue: '10'
      description: Results limit
      name: limit
    - description: Starting record index to begin retrieving records from
      name: offset
    deprecated: true
    description: Get table names by a label to use in commands
    name: servicenow-get-table-name
    outputs:
    - contextPath: ServiceNow.Table.ID
      description: Table system ID
      type: string
    - contextPath: ServiceNow.Table.Name
      description: Table name to use in commands, e.g alm_asset
      type: string
    - contextPath: ServiceNow.Table.SystemName
      description: Table system name, e.g Asset
      type: string
  - arguments:
    - default: true
      description: Ticket System ID
      name: id
      required: true
    - defaultValue: '10'
      description: Limit for the ticket notes
      name: limit
    - defaultValue: '0'
      description: Offset of the ticket notes
      name: offset
    deprecated: true
    description: Get notes from the specified ServiceNow ticket - Read permissions are required for the sys_journal_field table.
    name: servicenow-get-ticket-notes
    outputs:
    - contextPath: ServiceNow.Ticket.ID
      description: Ticket ID
      type: string
    - contextPath: ServiceNow.Ticket.Note.Value
      description: Ticket note value
      type: unknown
    - contextPath: ServiceNow.Ticket.Note.CreatedOn
      description: Ticket note created on
      type: date
    - contextPath: ServiceNow.Ticket.Note.CreatedBy
      description: Ticket note created by
      type: string
    - contextPath: ServiceNow.Ticket.Note.Type
      description: Ticket note type
      type: string
  isfetch: true
  script: '-'
  type: python
  subtype: python2
  dockerimage: demisto/python:2.7.18.20958
tests:
- No test - Hibernating instance
fromversion: 5.0.0