Table of Contents

• Getting Started
  • Helpful Background Information
  • Prerequisites
  • External Dependencies
  • Adapters
  • How to Install
  • Testing
• Using this Workflow Project
  • Close Change Request - ServiceNow
  • Create Change Request - ServiceNow
  • Create Incident - ServiceNow
  • Create Request Item (RITM) - ServiceNow
  • Get Service Catalog Inputs - ServiceNow
  • Order Service Catalog Item - ServiceNow
  • Update Change Request - ServiceNow
  • Update Incident - ServiceNow
  • Update Request Item (RITM) - ServiceNow
• Additional Information
  • Support

Getting Started

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

Helpful Background Information

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

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

Prerequisites

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

• IAP 2023.2

External Dependencies

Adapters

How to Install

To install the Workflow Project:

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

Testing

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

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

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

Using this Workflow Project

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

Close Change Request - ServiceNow

Closes a change request in ServiceNow.

Capabilities include:

• Closes a change request in ServiceNow

Entry Point IAP Component

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

Inputs

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

CHG0030001

1

Change complete

servicenow

Outputs

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

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

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

Query Output

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

Close Change Request Result

updatedCR.response

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

Error Response Message

serviceNowError.response.error.detail

Example Inputs and Outputs

Example 1

Input:

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

Output:

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

Example 2

Input:

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

Output:

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

API Links

Create Change Request - ServiceNow

Creates a change request in ServiceNow.

Capabilities include:

• Creates a change request in ServiceNow

Entry Point IAP Component

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

Inputs

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

Change Request Title

Change request summary

Change request description

Comment

Operations

servicenow

Outputs

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

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

{}

Query Output

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

Created Change Request Number

createdCR.response.number

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

Error Response Message

serviceNowError.response.error.detail

Example Inputs and Outputs

Example 1

Input:

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

Output:

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

API Links

Create Incident - ServiceNow

Creates an incident in ServiceNow.

Capabilities include:

• Creates an incident in ServiceNow

Entry Point IAP Component

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

Inputs

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

Incident summary

Incident comments

servicenow

Outputs

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

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

{}

Query Output

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

Created Incident Number

createdIncident.response.number

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

Error Response Message

serviceNowError.response.error.detail

Example Inputs and Outputs

Example 1

Input:

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

Output:

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

API Links

Create Request Item (RITM) - ServiceNow

Creates a request item in ServiceNow.

Capabilities include:

• Creates a request item in ServiceNow

Entry Point IAP Component

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

Inputs

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

Request item summary

Request item comments

servicenow

Outputs

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

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

{}

Query Output

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

Created Request Item Number

createdRequestItem.response.number

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

Error Response Message

serviceNowError.response.error.detail

Example Inputs and Outputs

Example 1

Input:

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

Output:

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

API Links

Get Service Catalog Inputs - ServiceNow

Gets variable inputs needed for Service Catalog item in ServiceNow.

Capabilities include:

• Get variable inputs needed for Service Catalog item in ServiceNow

Entry Point IAP Component

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

Inputs

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

New Email Account

published

servicenow

Outputs

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

186d917a6fab7980575967ddbb3ee4f2

[
  {
    "input_name": "new_email",
    "input_is_active": true,
    "input_is_read_only": false,
    "input_is_mandatory": true,
    "input_label": "Preferred Email address"
  }
]

{}

Query Output

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

Service Catalog ID

serviceCatalogId

First Service Catalog Input Name

serviceCatalogInputVariables[0].input_name

Second Service Catalog Input Name (If It Exists)

serviceCatalogInputVariables[1].input_name

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

Error Response Message

serviceNowError.response.error.detail

Example Inputs and Outputs

Example 1

Input:

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

Output:

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

Example 2

Input:

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

Output:

{
  "serviceCatalogId": "No match found"
} 

API Links

Order Service Catalog Item - ServiceNow

Orders a Service Catalog item in ServiceNow

Capabilities include:

• Orders Service Catalog item

Entry Point IAP Component

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

Inputs

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

186d917a6fab7980575967ddbb3ee4f2

{
  "new_email": "name@email.com"
}

servicenow

Outputs

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

RITM0010011

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

Query Output

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

Service Catalog Order ID

serviceCatalogOrderRequestId

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

Error Response Message

serviceNowError.response.error.message

Example Inputs and Outputs

Example 1

Input:

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

Output:

{
  "serviceCatalogOrderRequestId": "RITM0010011"
} 

Example 2

Input:

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

Output:

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

API Links

Update Change Request - ServiceNow

Updates a change request in ServiceNow.

Capabilities include:

• Updates a change request in ServiceNow

Entry Point IAP Component

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

Inputs

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

CHG0030001

Comment

Authorize

servicenow

Outputs

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

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

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

Query Output

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

Updated Change Request Status

updatedCR.response

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

Error Response Message

serviceNowError.response.error.detail

Example Inputs and Outputs

Example 1

Input:

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

Output:

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

Example 2

Input:

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

Output:

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

API Links

Update Incident - ServiceNow

Updates an incident in ServiceNow.

Capabilities include:

• Updates an incident in ServiceNow

Entry Point IAP Component

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

Inputs

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

INC0010001

Comment for incident update

in progress

servicenow

Outputs

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

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

{}

Query Output

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

Updated Incident Response

updatedIncident.response

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

Error Response Message

serviceNowError.response.error.detail

Example Inputs and Outputs

Example 1

Input:

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

Output:

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

API Links

Update Request Item (RITM) - ServiceNow

Updates a request item in ServiceNow.

Capabilities include:

• Updates a request item in ServiceNow

Entry Point IAP Component

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

Inputs

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

RITM0010001

Comment for request item update

Work In Progress

servicenow

Outputs

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

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

{}

Query Output

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

Updated Request Item Response

updatedRequestItem.response

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

Error Response Message

serviceNowError.response.error.detail

Example Inputs and Outputs

Example 1

Input:

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

Output:

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

API Links

Additional Information

Support

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

Itential Documents:

Related Items:

Adapters