ServiceNow: Create Tickets and Change Requests

Owned by Former user (Deleted)
Last updated: Apr 17, 2023 by Stonebranch
4 min read

This integration has been sunset

It is replaced by ServiceNow: Incident

Disclaimer

Your use of this download is governed by Stonebranch’s Terms of Use, which are available at https://www.stonebranch.com/integration-hub/Terms-and-Privacy/Terms-of-Use/

Overview

This Universal Task allows customers to create incident tickets, problem tickets, and change requests in ServiceNow straight from the Universal Controller. It can then be combined with the event- or time-based automation capabilities of the Controller to, for example., automatically create an incident ticket in case a task execution fails.

Creating or modifying other objects in ServiceNow can easily be achieved by adding respective fields to the Universal Template and extending the script.

  • This task enables customers to create an incident ticket in ServiceNow and optionally attach the output of predecessor tasks to the ticket.

  • It can create problem tickets in ServiceNow.

  • It can create change requests in ServiceNow.

  • This task combines with the event- or time-based automation capabilities of the Controller to automate the IT service management process.

Software Requirements

This integration requires an Universal Agent and a Python runtime to execute the Universal Task against a remote ServiceNow instance.

Software Requirements for Universal Template and Universal Task

  • Requires Python 3.6 or higher. Tested with the Universal Agent bundled Python distribution.

  • Python modules required:

    • requests

Software Requirements for Universal Agent

  • Universal Agent for Windows x64 Version 6.9.0.0 and later with python options installed, or

  • Universal Agent for Linux Version 6.9.0.0 and later with python options installed

Software Requirements for Universal Controller

  • Universal Controller Version 6.9.0.0 and later

Software Requirements for the Application to be Scheduled

This Universal Task has been tested with the following ServiceNow versions:

  • Paris

  • Orlando

  • New York

  • Madrid

ServiceNow Key Features

Feature

Description

Create an incident ticket

Create an incident ticket in your ServiceNow instance and assign it to certain users or groups in order to raise awareness of, for example, failed tasks in UAC.

Optionally, attach the STDOUT and STDERR of a sibling task (task in the same workflow) or any task in UAC directly to the incident so that the assigned users can immediately start investigations on the error and act accordingly.

Create problem

Create a problem in ServiceNow to report on problems that could have arisen in your IT environment.

Create change request

Create a change request in ServiceNow to start the change management procedure depending on the configuration item.

Note: Changes of UAC environments (for example, promotion of a new workflow from DEV to PROD) can be enforced to follow your ServiceNow Change management procedure by automating the promotion of bundles (see Bundles & Promotion) from ServiceNow (for example,  when the Change Request on the UAC configuration item moves to the “implement” phase) to UAC. This requires some configuration in ServiceNow via Flows or Workflows. 

Import ServiceNow Downloadable Universal Template

To use this downloable Universal Template, you first must perform the following steps:

  1. This Universal Task requires the Resolvable Credentials feature. Check that the Resolvable Credentials Permitted system property has been set to true.

  2. Copy or Transfer the Universal Template file to a directory that can be accessed by the Universal Controller Tomcat user.

  3. In the Universal Controller UI, select Configuration > Universal Templates to display the current list of Universal Templates.

  4. Right-click any column header on the list to display an Action menu.

  5. Select Import from the menu, enter the directory containing the Universal Template file(s) that you want to import, and click OK.

When the files have been imported successfully, the Universal Template will appear on the list.

Configure ServiceNow Universal Task

For the new Universal Task type, create a new task and enter the task-specific details that were created in the Universal Template.

Field Descriptions for ServiceNow Universal Task

Field

Description

Function

Select ServiceNow function to be used (Create Incident, Create Problem, Create Change).

ServiceNow Credential

Credential object, save Username/Password for accessing ServiceNow via API.

Logging Level

Select level of logging for the task execution.

Caller

Person who reported or is affected by this incident (sys_id).

Category

Select pre-defined categories for incident creation.

Subcategory

Select pre-defined subcategories for incident creation.

Impact

Select impact of incident (high, medium, low).

Urgency

Select urgency of incident (high, medium, low).

Assigned to

Person primarily responsible for working this task in ServiceNow (sys_id).

Short Description

Short description of the incident, Universal Controller Variables can be used.

Description

Description of the Incident Ticket, Universal Controller Variables can be used.

Request Format

Select request format of API call (json, xml, text).

Response Format

Select response format of API call (json, xml, text).

Instance URL

URL of the ServiceNow instance; for example, https://dev53724.service-now.com.

Attach output from Sibling Task

Check if output from a sibling task (task within the same workflow) should be attached to the incident ticket.

Sibling Task Name

Name of the sibling task to which the output will be attached.

Attach output from any task instance

Check if output from any task instance available from any Controller should be attached to the incident ticket. Uses the REST API.

Task Instance ID

UUID of the task instance of which the output shall be attached (can be a variable).

UC URL

URL of the target Universal Controller; for example,  https://frankfurt.stonebranchdev.cloud:8443/uc or http://localhost:8080/uc.

UC Credential

Credential for accessing the Controller. Must have API access on the target system.

Examples for ServiceNow Universal Tasks

Create ServiceNow Incident Ticket - Attach Output from Sibling Task

Create ServiceNow Incident Ticket - Attach Output from Task Instance

Create Problem Ticket

Create Change Request

Document References

This document references the following documents:

Name

Description

Universal Templates

User documentation for creating Universal Templates in the Universal Controller user interface.

Universal Tasks

User documentation for creating Universal Tasks in the Universal Controller user interface.