ServiceNow - Incident management

This page outlines actions to select when configuring Thinklets with ServiceNow - Incident management.

Action: Create Incident

The Nexthink Workflow connector Thinklet Create Incident, retrieves the user UUID. The 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 device

  • ServiceNow 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

The Nexthink Workflow connector Thinklet Add incident work note, adds a work note for the incident ticket. The 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 users of the workflow who may not be familiar with it.

• Select action: Select the action to be performed.

• Credentials: Select the connection credentials for the integration. You must 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 divece.

  • Work note: Work notes text populated for the incident.

• Outputs: View the outputs of the Connector Thinklet.

Action: Resolve incident

The Nexthink Workflow connector Thinklet Resolve incident, changes the incident ticket state to Resolved and updates the resolution code and resolution notes. The 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

The Nexthink Workflow Connector Thinklet Set incident state, changes the incident ticket state to one of the following states : 1- New, 2- In Progress, 7- Closed, 8- Canceled. The 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

The Nexthink Workflow connector Thinklet Set incident On Hold sets the incident ticket to On Hold and updates the On hold reason. The 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