ServiceNow - Incident management connector thinklet
Configure ServiceNow - Incident management connector thinklets to take specific actions within your workflow.
Action: Create Incident
Create Incident retrieves the user UUID.
The ServiceNow - Incident management connector thinklet relies on the Table incident POST API endpoint.
Parameters: Configure the data used as parameters for this action. Hover over the tooltip icon for more information on how the parameter is mapped and what data is required.
Device name
:Name of the deviceServiceNow assignment group: Assignment group populated for the incident
Business service: Business service populated for the incident
Caller: Caller populated for the incident
Description: Description populated for the incident
Impact: Impact populated for the incident, 1- High, 2- Medium, 3- Low
Short description: Short description populated for the incident
Urgency: Urgency populated for the incident, 1- High, 2- Medium, 3- Low
Outputs: View the outputs of the connector thinklet.
ServiceNow ticket ID (
ServiceNowTicketID): ServiceNow ticket ID
Action: Add incident work note
Add incident work note adds a work note for the incident ticket.
The ServiceNow - Incident management connector thinklet relies on the Table incident PATCH API endpoint.
Name: Enter a unique name for the connector thinklet.
ID: The system generates the ID automatically based on the name.
Description (optional): Describe the purpose of the connector thinklet and what it does. This information is useful for other workflow users who may not be familiar with it.
Select action: Select the action to be performed.
Credentials: Select the connection credentials for the integration. Configure them first on the Connector credentials page of the Administration module. Refer to the Connector credentials documentation for more information.
Parameters: Configure the data used as parameters for this action. Hover over the tooltip icon for more information on how the parameter is mapped and what data is required.
ServiceNow ticket ID: Identification to track ServiceNow ticket.
Device name: The name of the device.
Work note: Work notes text populated for the incident.
Outputs: View the outputs of the connector thinklet.
Action: Resolve incident
Resolve incident changes the incident ticket state to Resolved and updates the resolution code and resolution notes.
The ServiceNow - Incident management connector thinklet relies on the Table incident PATCH API endpoint.
Parameters: Configure the data used as parameters for this action. Hover over the tooltip icon for more information on how the parameter is mapped and what data is required.
ServiceNow ticket ID
Resolution notes: Description of the resolution
Resolution code: Resolution code populated for the ticket, e.g., Solved (Permanently)
Action: Set incident state
Set incident state changes the incident ticket state to one of the following states: 1- New, 2- In Progress, 7- Closed, 8- Canceled.
The ServiceNow - Incident management connector thinklet relies on the Table incident PATCH API endpoint.
Parameters: Configure the data used as parameters for this action. Hover over the tooltip icon for more information on how the parameter is mapped and what data is required.
ServiceNow ticket ID
State code: 1- New, 2- In Progress, 7- Closed, 8- Canceled
Action: Set incident On Hold
Set incident On Hold sets the incident ticket to On Hold and updates the On hold reason.
The ServiceNow - Incident management connector thinklet relies on the Table incident PATCH API endpoint.
Parameters: Configure the data used as parameters for this action. Hover over the tooltip icon for more information on how the parameter is mapped and what data is required.
ServiceNow ticket ID
On hold reason: 1- Awaiting Caller, 2- Awaiting Evidence, 3- Awaiting Problem, 4- Awaiting Vendor, 5- Awaiting Change
Refer to the Configuring connector thinklets documentation for more information about connector thinklets.
Last updated