ServiceNow

Use the ServiceNow integration to support the following actions:

Incident Management:

• Create New Incident

• Get Incident

• List Incidents

• Update Incident

System Management:

• List Categories

• List Users

Available Action Nodes Details

Create New Incident

Creates a new incident in ServiceNow. Use this action node to report and track issues. You must select the Urgency level (High, Low or Medium) and enter strings or variables in the Short Description field to configure new incident creation.

Short Description query example: {{Flow.last run status}}

Get Incident

Retrieves details about a specific incident from ServiceNow. Use this action node to view and manage incident information. You must enter strings or variables in the Incident ID field to configure incident retrieval.

Incident ID query example: {{Flow.schedule}}

List Incidents

Retrieves a list of incidents from ServiceNow, potentially filtered by variables that you define. Use this action node to view an overview of open or resolved issues. Optionally, enter strings or variables in the Query and/or Limit fields as needed.

Query example: {{Get Incident (1).additional_assignee_list}}

Limit example: 50

Update Incident

Updates the details of an existing incident in ServiceNow. Use this action node to modify incident information and status. You must enter strings or variables in the Incident ID field to update an incident.

Incident ID example: {{Get Custom Data (1).aggregations.aggregation_results.doc_count_error_upper_bound}}

List Categories

Retrieves a list of incident categories from ServiceNow. Use this action node to classify incidents.

List Users

Retrieves a list of users from ServiceNow. Use this action node to assign incidents or look up user information. Optionally, enter strings or variables in the Limit and/or Filters fields as needed.

Limit example: 100{{Send Message To A Channel (1).status}}

Filters example: Field: department Condition: Equal Value: 7

Add ServiceNow Integration

To add the ServiceNow integration to a flow and configure its connection parameters:

1. In the Integrations tab, click Add new integration in the top right corner.

2. Click the dropdown Select integration you want to connect > ServiceNow.

3. Provide an Integration name that is easily recognizable and intuitive for you and everyone else creating flows.

4. Provide an Integration name that will appear in the Select integration config dropdown to configure in ServiceNow action nodes.

5. Optionally, enter a service-now.com Instance URL in the subdomain field.

6. Enter in all the required fields:

   1. Username the user who created this integration.

   2. Password of the user who created this integration.

7. Set the Permissions for this integration. The options are:

   • All organization: Everyone in your organization can access and use this integration.

   • Specific users: If selected, a list opens of all users in your organization. Only users that you select are able to use this integration when creating a flow.

   • Just me: Use this for integrations that only you can access, for example integrations that use your email or other account IDs that are specifically for you.

8. Click Add Integration to enable this integration for your flow.

   Now in the Flows tab, you can select an action of the ServiceNow node to add to and configure in a flow. The image below shows an example of a Create New Incident action configured in a flow.

   

Use case examples

• Create an incident automatically when a specific system alert occurs, such as a failed employee onboarding process.

• Automatically update an incident's state, short description, and incident number when it's moved to a new assignment group.

• Retrieve all active users, including fields like name, email, department, and job title.