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Overview

ServiceNow aims to deliver digital workflows that create great experiences and unlock productivity for enterprise operations. The company's core business revolves around management of "incident, problem, and change".

This Integration allows customers to create incident tickets in ServiceNow straight from the Universal Controller. A typical Use Case is creating a ticket in ServiceNow in the event of a Task failure within the Universal Controller.

Version Information

Template Name	Extension Name	Extension Version
ServiceNow Incident	ue-servicenow-incident	2.1.0

Refer to Changelog for version history information.

Software Requirements

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

Software Requirements for Universal Template and Universal Task

Tested with Python version 3.7.6 and 3.11.6 and with the Universal Agent bundled Python distribution.

Software Requirements for Universal Agent

Both Windows and Linux agents are supported.

Universal Agent for Windows x64 Version 7.2.0.0 and later with Python options installed.
Universal Agent for Linux Version 7.2.0.0 and later with Python options installed.

Software Requirements for Universal Controller

Universal Controller Version 7.2.0.0 and later.

Network and Connectivity Requirements

Extension's Universal Agent host should be able to reach ServiceNow REST endpoints.
When creating attachments from Task Instances, the extension's Universal Agent Host should be able to reach the Universal Controller.
The ServiceNow Credentials provided in the ServiceNow Incident Universal Task should have sufficient permissions to invoke ServiceNow APIs and create incidents.

Supported ServiceNow Versions

This integration is tested on ServiceNow Vancouver. It should be compatible with newer versions of ServiceNow as long as ServiceNow backward compatibility is preserved.

Key Features

This Universal Extension provides the following key features:

Actions
- Create a ServiceNow Incident.
Authentication
- Authentication using ServiceNow Credentials.
- Authentication using OAuth2
Input/Output
- Capability to send the output of any task instance as an incident attachment.

Import Universal Template

To use the Universal Template, you first must perform the following steps.

This Universal Task requires the Resolvable Credentials feature. Check that the Resolvable Credentials Permitted system property has been set to true.
To import the Universal Template into your Controller, follow the instructions here.
When the files have been imported successfully, refresh the Universal Templates list; the Universal Template will appear on the list.

Modifications of this integration, applied by users or customers before or after import, might affect its supportability. For more information, refer to Integration Modifications.

Configure Universal Task

For a new Universal Task, create a new task and enter the required input fields.

Input Fields

The input fields for this Universal Extension are described below.

Field	Input type	Default value	Type	Description
Action	Required	Create Incident	Choice	Action performed upon the task execution. Available actions. Create Incident
ServiceNow Instance URL	Required	-	Text	URL of the ServiceNow instance.
Authentication Type	Required	Basic Authentication	Choice	Authentication method to use. Available methods, Basic Authentication Oauth2 (ServiceNow API endpoint)
ServiceNow Credentials	Required	-	Credentials	Credentials for accessing ServiceNow via API. The Credentials definition should be as follows. ServiceNow username as "Runtime User". ServiceNow password as "Runtime Password".
Client Credentials	Optional	-	Credentials	Credentials for authenticating using OAuth2 (retrieving access token). The Credentials definition should be as follows. Client ID as "Runtime User" Client Secret as "Runtime Password" Required when Authentication Type is Oauth2 (ServiceNow API)
Caller	Optional	-	Dynamic Choice	User who reported or is affected by this incident.
Category	Optional	-	Dynamic Choice	The category for incident creation. If not provided, the default category defined on ServiceNow will be considered.
Subcategory	Optional	-	Dynamic Choice	The subcategory for incident creation. The choice of Subcategory depends on the previous choice of Category.
Impact	Optional	-	Dynamic Choice	The impact of the created incident
Urgency	Optional	-	Dynamic Choice	The urgency of the created incident.
Assigned To	Optional	-	Dynamic Choice	The user is primarily responsible for treating this incident in ServiceNow.
Assignment Group	Optional	-	Dynamic Choice	Assignment group that is responsible for working on this incident in ServiceNow.
Short Description	Required	-	Text	Short description of the incident.
Description	Optional	-	Large Text	Description of the incident.
Attach Output Source	Required	-- None --	Choice	Parameter controlling whether an attachment will be attached to the incident and the source of it. The following options are available. -- None -- Sibling Task Instance Any Task Instance
Output Type	Optional	All	Choice	The type of output to be used as an attachment. The following options are available. All Standard Output Standard Error Required when Attach Output Source is “Sibling Task” or “Any Task Instance”.
Number of lines	Optional	100	Integer	The number of lines to be retrieved from the task instance output. The extension will provide up to the specified number of lines, less if there are not enough lines generated. Required when Attach Output Source is “Sibling Task” or “Any Task Instance”. The value must be greater than 0.
Task Instance ID	Optional	-	Text	UUID of the task instance, the output of which is attached. UAC Functions can be used to resolve the required Task Instance ID. For more information, the reader can refer to the task examples. Required when Attach Output Source is “Sibling Task” or “Any Task Instance”.
UC URL	Optional	-	Text	Base URL of the target Universal Controller. Required when Attach Output Source is “Sibling Task” or “Any Task Instance”.
UC Credential	Optional	-		Credential for accessing the Controller. The Credentials definition should be as follows. UA Controller username as "Runtime User". UA Controller password as "Runtime Password". Required when Attach Output Source is “Sibling Task” or “Any Task Instance”.

Using empty values for dynamic choice fields will result in ServiceNow setting a default value for the field if one exists.

Using non-existing values for dynamic choice fields will result in ServiceNow setting an empty value or a default value for the field if one exists.

Task Examples

Create Incident

Example of creation of an incident.

Create an Incident with an attachment from a Sibling Task

Example of creating an incident with an attachment from a sibling task within a workflow. The workflow is configured to create a ServiceNow incident when a task fails.

An example workflow where a ServiceNow Incident Universal Task follows the Failure transition of a SQL Task is provided below.

An example of a task configured to use the information from the failed Universal Task Instance as an attachment for creating a ServiceNow Incident is provided below.

Create an Incident from any Task Instance

Example of creation of an incident from any Task Instance.

Best practice to configure such a scenario within UAC is shown below.

Step 1: Create a Monitor Task that monitors for the failure of tasks by configuring Monitor Details.

Step 2: Configure the ServiceNow Incident task. The created Incident Task propagates the output of the failed Task Instance as an attachment to ServiceNow. For that, a Task Monitor trigger is required.

Step 3: Create a Task Monitor Trigger linked to the Monitor Task (on Step 1), which controls the action that needs to be taken when the monitor successfully monitors a failure, in this case, the trigger of an incident ticket configured on Step 2.

Create Incident using OAuth2 authentication

Task Output

Exit Codes

The exit codes for this Universal Extension are described below.

Exit Code	Status Classification Code	Status Classification Description	Status Description
0	SUCCESS	Successful Execution	SUCCESS: Ticket Created
1	FAIL	Client Error. The error originated on the client side.	FAIL: Client Error: < Error description >
1	FAIL	Server Error. The error originated from the server side.	FAIL: Server Error: < Error description >
2	AUTHENTICATION_ERROR	Bad Credentials	AUTHENTICATION_ERROR: The account cannot be authenticated.
3	AUTHORIZATION_ERROR	Insufficient permissions	AUTHORIZATION_ERROR: The account is not authorized to perform the requested action.
20	DATA_VALIDATION_ERROR	Input fields validation error.	DATA_VALIDATION_ERROR: Some of the input fields cannot be validated. See STDERR for more details.

Extension Output

In the context of a workflow, subsequent tasks can rely on the information provided by this integration as Extension Output.

Attribute changed is populated as follows

true, in case a ServiceNow incident is successfully created.
false, in case a ServiceNow incident is not successfully created.

The Extension output contains the attribute result. Attribute result contains the following sub-attributes:

Attribute	Type	Description
code	number	The HTTP Response Code from ServiceNow.
ticket_number	string	The ticket number is given to the created incident.
sys_id	string	The UID of the incident, generated by ServiceNow.

An example of the Extension Output for creating a ServiceNow Incident using Oauth the output of a Task Instance ID as an attachment is presented below.

Extension Output

{
    "exit_code": 0,
    "status_description": "SUCCESS: ServiceNow Incident Create Incident executed successfully!",
    "changed": true,
    "invocation": {
        "extension": "ue-servicenow-incident",
        "version": "2.1.0",
        "fields": {
            "action": "Create Incident",
            "authentication_type": "Oauth2 (ServiceNow API endpoint)",
            "servicenow_instance_url": "https://dev123456.service-now.com",
            "servicenow_credentials_username": "****",
            "servicenow_credentials_password": "****",
            "caller": null,
            "category": "Software",
            "subcategory": "Operating System",
            "impact": "2 - Medium",
            "urgency": "2 - Medium",
            "assigned_to": "Jewel Agresta",
            "assignment_group": "RMA Approvers",
            "short_description": "Short Decription",
            "description": "Long description",
            "attach_output_source": null,
            "output_type": null,
            "number_of_lines": null,
            "task_instance_id": null,
            "uc_url": null,
            "uc_credentials_username": null,
            "uc_credentials_password": null,
            "client_credentials_id": "f7338f849cad4fffbc4dd2fd9976a32b",
            "client_credentials_secret": "****"
        }
    },
    "result": {
        "code": 201,
        "ticket_number": "INC0010056",
        "sys_id": "5115d027a30f383f6df5209c5e27a117"
    }
}

STDOUT and STDERR

STDOUT and STDERR provide additional information to the User. The populated content can be changed in future versions of this extension without notice. Backward compatibility is not guaranteed.

Integration Modifications

Modifications applied by users or customers before or after import might affect the supportability of this integration. The following modifications are discouraged to retain the support level for this integration.

Python code modifications should not be done.
Template Modifications
- General Section
  - "Name", "Extension", "Variable Prefix", and "Icon" should not be changed.
- Universal Template Details Section
  - "Template Type", "Agent Type", "Send Extension Variables", and "Always Cancel on Force Finish" should not be changed.
- Result Processing Defaults Section
  - Success and Failure Exit codes should not be changed.
  - Success and Failure Output processing should not be changed.
- Fields Restriction Section
  - Default configured values should not be changed.

Users and customers are encouraged to report defects or feature requests at Stonebranch Support Desk.

Document References

This document references the following documents.

Document Link	Description
Universal Templates	User documentation for creating, working with, and understanding Universal Templates and Integrations.
Universal Tasks	User documentation for creating Universal Tasks in the Universal Controller user interface.
Credentials	User documentation for creating and working with credentials.
Resolvable Credentials Permitted Property	User documentation for Resolvable Credentials Permitted Property.
ServiceNow Documentation	User documentation for ServiceNow.

Changelog

ue-servicenow-incident-2.1.0 (2024-02-15)

Enhancements: Added support for OAuth2 authentication method
Breaking Changes: This integration is no longer importable on Universal Controller 7.1 or runnable on Agent version 7.1.

ue-servicenow-incident-2.0.0 (2023-09-14)

Deprecations and Breaking Changes

breaking changes: This integration is no longer importable on Universal Controller 7.0 or runnable on Agent version 7.0. (#34222)

Fixes

Fixed: Remove value validation for the "Urgency" and "Impact" Dynamic Choice Fields. (#34232)

ue-servicenow-incident-1.0.0 (2022-07-29)

Initial Release: Basic Functionality for ServiceNow Incidents (#29442)