ServiceNow: Event

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Version Information

Template Name	Extension Name	Version	Status
ServiceNow Event	ue-servicenow-event	2.1.0	Fixes and new Features are introduced.

Refer to Changelog for version history information.

Overview

ServiceNow is a cloud-based platform that provides a suite of IT service management (ITSM) and business process automation (BPA) tools. It is designed to help organizations streamline and automate various processes, improving efficiency and collaboration across different departments. ServiceNow Events refer to the event management functionality within the broader ServiceNow platform. This feature is designed to help organizations detect, analyze, and respond to various events in real-time.

This integration provides the capability to generate (register) an Event in ServiceNow Platform.

Key Features

Feature	Description
Event Registration	Capability to register an event on ServiceNow Platform with various authentication methods

Requirements

This integration requires a Universal Agent and a Python runtime to execute the Universal Task.

Area	Details
Python Version	Requires Python 3.11 or 3.14. Tested with the Universal Agent bundled Python distribution.
Universal Agent Compatibility	Compatible with Universal Agent for Windows x64 and version >= 7.8.0.0. Compatible with Universal Agent for Linux and version >= 7.8.0.0.
Universal Controller Compatibility	Universal Controller Version >= 7.8.0.0.
Network and Connectivity	Connection towards ServiceNow Endpoints is required
ServiceNow Platform	Tested against Australia release. Should be compatible also with future releases if API backward compatibility is preserved

Supported Actions

Action: Create Event

Through this action is it possible to Create (Register) an Event on ServiceNow Platform passing mandatory and optional fields.

Action Output

EXTENSION

The extension output provides the following information:

• exit_code, status , status_description: General info regarding the task execution. For more information users can refer to the exit code table.
• invocation.fields: The task configuration used for this task execution.
• result.event_info: Detailed information on registered event is printed as returned by ServiceNow EndPoints. Visibility of information might differ based on ServiceNow Platform configuration and version.
• result.errors: List of errors that might have occurred during execution.

Examples:

Successful task execution with result.event_info JSON element populated.

{
    "exit_code": 0,
    "status": "SUCCESS",
    "status_description": "Task executed successfully.",
    "invocation": {
        "extension": "ue-servicenow-event",
        "version": "2.1.0",
        "fields": {...}
    },
    "result": {
        "event_info": {
            "resolution_state": "Closing",
            "processing_sn_node": "",
            "description": "my_description",
            "source": "my_source2",
            "sys_updated_on": "2023-09-25 23:06:38",
            "type": "my_event_type",
            "ci_identifier": "",
            "sys_id": "192e633097e1711048dbf5b0f053afa8",
            "sys_updated_by": "admin",
            "ci_type": "",
            "metric_name": "my_metric_name",
            "alert": "",
            "processing_notes": "",
            "sys_created_on": "2023-09-25 23:06:38",
            "sys_domain": {
                "link": "https://dev106436.service-now.com/api/now/table/sys_user_group/global",
                "value": "global"
            },
            "state": "Ready",
            "message_key": "this is a message key",
            "sys_created_by": "admin",
            "time_of_event": "2023-09-26 22:47:23",
            "severity": "2",
            "error_msg": "",
            "cmdb_ci": "",
            "resource": "my_resource",
            "sys_mod_count": "0",
            "event_rule": "",
            "classification": "0",
            "sys_tags": "",
            "bucket": "87",
            "node": "my_node",
            "processed": "",
            "additional_info": "{param1=value1, param2=value2}",
            "processing_duration": "",
            "event_class": "my_event_class"
        }
    }
}

Erroneous execution

{
  "exit_code": 1,
  "status": "FAIL",
    "status_description": "<mesage description>",
    "invocation": {
        "extension": "ue-servicenow-event",
        "version": "2.1.0",
        "fields": { ... },
    },
  "result": {
        "errors": [
            "Data Validation Error: Invalid date 2024-10-10 10, must be in YYYY-MM-DD [HH:MM:SS] format"
        ],
  }
}

STDOUT

Empty

Configuration Examples

Example: Create an event with common fields

Send an Event with some Common Fields using Basic Authentication. "Time of Event" is empty, therefore the local time of Agent will be used as event timestamp. Detailed event information is printed on Extension Output.

Send an Event with some Common Fields using OAuth2 Password Grant Authentication.

Example: Create an event with common and additional fields

tip

If a ServiceNow Field is defined in Additional Fields (JSON), and at the same time it is defined with a value on another existing field, the value defined on the specific designated field has precedence and the one defined on Additional Fields (JSON) will be ignored.

Send an Event with some Common and Additional Fields using Basic Authentication. "Time of Event" is empty, therefore the local time of Agent will be used as event timestamp.

Send an Event with some Common and Additional Fields using OAuth2 Client Credentials Authentication.

Input Fields

Field	Type	Description	Introduced in Version
Action	Choice	The action performed upon the task execution.	1.0.0
Instance URL	Text	ServiceNow URL e.g. https://dev532313.service-now.com	1.0.0
Authentication Type	Choice	The Authentication Type used: Basic Authentication - (Default) OAuth2 Password Grant OAuth2 Client Credentials Certificate Based Authentication "Certificate Based Authentication" is not for public use. Please contact Support if you are interested in using this option	1.0.0 Modified in 2.1.0
ServiceNow Credentials	Credentials	Credentials for "Basic Authentication" or "OAuth2 Password Grant" Authentication Type. The Credentials definition should be as follows. User as "Runtime User". User Password as "Runtime Password". Required when Authentication Type is "Basic Authentication" or "OAuth2 Password Grant"	1.0.0 Modified in 2.1.0
Client Credentials	Credentials	Client Credentials. The Credentials Definition should be as follows: Client ID as "Runtime User". Client Secret as "Runtime Password" Required when Authentication Type is "OAuth2 Password Grant" or "OAuth2 Client Credentials"	1.0.0 Modified in 2.1.0
Client Certificate Path	Text	Full Path of the public key certificate for SSL client-side authentication. The file must be in PEM format. Required when Authentication Type is set to "Certificate Based Authentication".	1.0.0
Client Private Key Path	Text	Full Path of the private key file for SSL client-side authentication. The file must be in PEM format and not encrypted. Required when Authentication Type is set to "Certificate Based Authentication".	1.0.0
Source	Text	The name of the event source type. For example, "SCOM" or "SolarWinds".	1.0.0
Event Class	Text	Specific instance of the source. For example, "SCOM 2012 on 10.20.30.40"	1.0.0
Node	Text	The Node field should contain an identifier for the Host (Server/Switch/Router/etc.) that the event was triggered for. The value of the Node field can be one of the following identifiers of the Host: Name FQDN IP Mac Address If it exists in the CMDB, this value is also used to bind the event to the corresponding ServiceNow CI.	1.0.0
Resource	Text	If the event refers to a device, such as, Disk, CPU, or Network Adapter, or to an application or service running on a Host, the name of the device or application must be populated in this field. For example "Disk C:" or "Nic 001".i	1.0.0
Metric Name	Text	Name of the metric that triggered the alert. For example, "Used Memory" or "Total CPU utilization".	1.0.0
Type	Text	The type of event. This type might be similar to the Metric Name field, but is used for general grouping of event types.	1.0.0
Message Key	Text	This field is used for de-duplication of events. For example, there might be two events for the same CI, where one event has CPU of 50% and the next event has CPU of 99%. Where both events must be mapped to the same ServiceNow alert, they should have the same message key. The field can be left empty.	1.0.0
Additional Info	Script	This field references a UAC Script in JSON key/value format, and is meant to contain any information that might be of use to the user. It does not map to a pre-defined ServiceNow event field. Examples include IDs of objects in the event source, event priority (if it is not the same as severity), assignment group information, and so on. An example of a script content is below: { "pid": "12343", "process_name": "servlssd", "event_priority": "10" }	1.0.0
Time Of Event	Text	Time when the event occurred on the event origin. The format is: yyyy-MM-dd HH:mm:ss. If left empty, the current Agent local time is used.	1.0.0
Resolution State	Text	The resolution state of the Event. If left empty, the state is "New". Possible Values: New - (Default) Closing	1.0.0
Severity	Choice	Severity of the event. Possible Values: --None-- - (Default) 0 - Clear 1 - Critical 2 - Major 3 - Minor 4 - Warning 5 - OK	1.0.0
Extension Output Options	Choice	Control the Extension Ouput "results" --None-- : No additional information is printed on Extension output "result". - (Default) Print Detailed Event Information: Event information provided by ServiceNow Endpoint is printed on Extension output "result".	1.0.0
Provide Additional Fields	Choice	The Provide Additional Fields provided as a Choice field. This field allows the user to choose whether or not to include additional ServiceNow fields in the request as a JSON formatted text. The following options are available. -- None -- As JSON Text	1.1.0
Additional Fields (JSON)	Text	Additional Fields (JSON) provided as JSON formatted text. Each additional field can be sent as a key/value pair. Required when Provide Additional Fields is "As JSON Text".	1.1.0

Environment Variables

Environment Variables can be set from Environment Variables task definition table. The following environment variables can affect the behavior of the extension.

Environment Variable Name	Description	Version Information
UE_HTTP_TIMEOUT	This environment variable defines the global timeout value for sending all requests to the ServiceNow platform. It affects both connection and read timeouts, preventing requests from hanging. Accepted values: Positive integer (in seconds). If the environment variable is not set, the timeout will default to 60 seconds.	1.2.0

Cancellation and Rerun

In the case of Rerun, the same Event will be sent again to ServiceNow.

Exit Codes

Exit Code	Status	Description
0	Success	Successful Execution.
1	Failure	Generic Error. Raised when not falling into the other Error Codes.
2	Failure	Bad credentials
3	Failure	Insufficient permissions
20	Failure	Input fields validation error.

Document References

This document references the following documents:

Document Link	Description
ServiceNow Event Management: Send Events via Web Service	Describes how events are sent to ServiceNow Event Management through the REST API.
ServiceNow OAuth Applications	Describes how to configure OAuth applications in ServiceNow, required for OAuth2 Password Grant and OAuth2 Client Credentials authentication.

Changelog

ue-servicenow-event-2.1.0 (2026-10-27)

Deprecations and Breaking Changes

• Breaking Change: Universal Controller and Universal Agent 7.8.0.0 or later, and Python 3.11 or later, are required.

Enhancements

• Added: Support for OAuth2 Client Credentials authentication.
• Changed: Authentication Type option "Oauth2 (ServiceNow API endpoint)" renamed to "OAuth2 Password Grant".

ue-servicenow-event-2.0.0 (2026-01-15)

Deprecations and Breaking Changes

• Breaking Change: Dropping support for Agents with version <= 7.5 and for Python 3.7.

Enhancements

• Added: Improving Python compatibility with future Agent versions.
• Added: Environment variable UE_HTTP_TIMEOUT for setting up timeout for requests.

ue-servicenow-event-1.1.0 (2024-08-01)

Enhancements

• Added support for all ServiceNow Event fields.

Changes

• This integration is no longer importable on Universal Controller 7.2 or runnable on Agent version 7.2.

ue-servicenow-event-1.0.2 (2024-05-16)

Fixes

• Fixed: Fixed message_key always being NULL (118251/#36755)

ue-servicenow-event-1.0.1 (2024-04-25)

Fixes

• Fixed: Fixed bug where the contents of the additional_info field were not being properly recognized by ServiceNow (118066/#36165)

ue-servicenow-event-1.0.0 (2024-03-14)

Initial Version