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 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

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.

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