ServiceNow v2

Use The ServiceNow IT Service Management (ITSM) solution to modernize the way you manage and deliver services to your users.

Case Management · ServiceNow

Configuration parameters

  • url — ServiceNow URL, in the format https://company.service-now.com/ (required)
  • use_oauth — Use OAuth Login
  • use_jwt — Use JWT Authentication
  • credentials — Client ID/JWT Audience (aud)
  • basic_credentials — Username
  • private_key —
  • kid — kid (Key Id)
  • sub — sub
  • iss — iss (Issuer)
  • 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.
  • incident_name — ServiceNow ticket column to be set as the incident name. Default is the incident number
  • incidentType — Incident type
  • get_attachments — Get incident attachments
  • mirror_direction — Incident Mirroring Direction
  • use_display_value — Use Display Value
  • display_date_format — Instance Date Format
  • comment_tag — Comment Entry Tag To ServiceNow
  • comment_tag_from_servicenow — Comment Entry Tag From ServiceNow
  • work_notes_tag — Work Note Entry Tag To ServiceNow
  • work_notes_tag_from_servicenow — Work Note Entry Tag From ServiceNow
  • file_tag — File Entry Tag To ServiceNow
  • file_tag_from_service_now — File Entry Tag From ServiceNow
  • update_timestamp_field — Timestamp field to query for updates as part of the mirroring flow
  • mirror_limit — How many incidents to mirror incoming each time
  • custom_fields — Custom Fields to Mirror
  • close_incident — Mirrored XSOAR Ticket closure method
  • server_close_custom_state — Mirrored XSOAR Ticket custom close state code
  • server_custom_close_code — Mirrored XSOAR Ticket custom close resolution code (overwrites the custom close state)
  • close_ticket_multiple_options — Mirrored ServiceNow Ticket closure method
  • close_custom_state — Mirrored ServiceNow Ticket custom close state code
  • close_ticket — Close Mirrored ServiceNow Ticket
  • mirror_notes_for_new_incidents — Mirror Existing Notes For New Fetched Incidents
  • proxy — Use system proxy settings
  • insecure — Trust any certificate (not secure)
  • incidentFetchInterval — Incidents Fetch Interval
  • look_back — Advanced: Minutes to look back when fetching

Commands (36)

  • get-mapping-fields

    Returns the list of fields for an incident type.

  • get-modified-remote-data

    Gets the list of incidents that were modified since the last update time. Note that this method is here for debugging purposes. The get-modified-remote-data command is used as part of a Mirroring feature, which is available from version 6.1.

  • get-remote-data

    Get remote data from a remote incident. This method does not update the current incident, and should be used for debugging purposes.

  • get-remote-data-preview

    Get remote data preview from a remote incident. This method does not update the current incident, and is used to preview the ticket which would be updated.

  • servicenow-add-comment

    Adds a comment to the specified ticket, by ticket ID.

  • servicenow-add-link

    Adds a link to the specified ticket.

  • servicenow-add-tag

    Adds a tag to a ticket. The added tag entry will be visible in the label_entry table and can be retrieved using the "!servicenow-query-table table_name=label_entry fields=title,table,sys_id,id_display,id_type" command.

  • servicenow-create-co-from-template

    Create a change request from a template.

  • servicenow-create-item-order

    Orders the specified catalog item.

  • servicenow-create-record

    Creates a new record in the specified ServiceNow table.

  • servicenow-create-ticket

    Creates new ServiceNow ticket.

  • servicenow-create-ticket-quick-action

    Creates new ServiceNow ticket.

  • servicenow-delete-file

    Delete an attachment from a ticket.

  • servicenow-delete-record

    Deletes a record in the specified ServiceNow table.

  • servicenow-delete-ticket

    Deletes a ticket from ServiceNow.

  • servicenow-document-route-to-queue

    Documents a route to a queue. Requires an installation of the Advanced Work Assignments plugin. An active queue and service channel to the designated table.

  • servicenow-generic-api-call

    Generic call to ServiceNow api.

  • servicenow-get-item-details

    Retrieves item details by system ID.

  • servicenow-get-record

    Retrieves record information, by record ID.

  • servicenow-get-table-name

    Gets table names by a label to use in commands.

  • servicenow-get-tasks-for-co

    gets the tasks associated to change request.

  • servicenow-get-ticket

    Retrieves ticket information by ticket ID.

  • servicenow-get-ticket-attachments

    Retrieves attachments from a ticket.

  • servicenow-get-ticket-notes

    Gets notes from the specified ServiceNow ticket. Notes can be retrieved either by granting "Read permissions" for the sys_journal_field table, or by setting the `use_display_value` parameter to true.

  • servicenow-list-table-fields

    Lists API fields for the specified ServiceNow table.

  • servicenow-oauth-login

    This function should be used once before running any command when using OAuth2 authentication.

  • servicenow-oauth-test

    Test the instance configuration when using OAuth2 authentication.

  • servicenow-query-computers

    Queries the cmdb_ci_computer table in ServiceNow.

  • servicenow-query-groups

    Queries the sys_user_group table in ServiceNow.

  • servicenow-query-items

    Queries the sc_cat_item table in ServiceNow.

  • servicenow-query-table

    Queries the specified table in ServiceNow.

  • servicenow-query-tickets

    Retrieves ticket information according to the supplied query.

  • servicenow-query-users

    Queries the sys_user table in ServiceNow.

  • servicenow-update-record

    Updates a record in the specified ServiceNow table.

  • servicenow-update-ticket

    Updates the specified ticket.

  • servicenow-upload-file

    Uploads a file to the specified ticket.