ServiceNow v2

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

Category

Case Management

Pack

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
• comment_format — Interpret comments in a specific format
• mark_attachments_as_note — Mark attachment as note

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.