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. Select an Urgency level, enter a Short Description, and configure the other incident fields as needed.

To add another ServiceNow field:

1. Under Custom Fields, click + Add.

2. In Name, enter the ServiceNow field name, such as caller_id or a custom field beginning with u_.

3. In Value, enter a string or use a variable.

You can add multiple fields. Duplicate field names cannot be added.

Get Incident

Retrieves details about a specific ServiceNow incident.

1. In Retrieve By, select how to identify the incident:

   • Incident Number

   • System ID (sys_id)

2. Enter the corresponding incident number or system ID. You can enter a string or use a variable.

3. Optionally, select Return Display Values to return human-readable values for reference fields instead of sys_id values.

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 an existing ServiceNow incident. In Incident SYS ID, enter the incident’s sys_id, then configure the fields you want to change.

Fields that are left empty or unchanged are not sent to ServiceNow, so their existing values remain unchanged.

To add another ServiceNow field:

1. Under Custom Fields, click + Add.

2. In Name, enter the ServiceNow field name, such as caller_id or a custom field beginning with u_.

3. In Value, enter a string or use a variable.

You can add multiple fields. Duplicate field names cannot be added.

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.