ServiceNow - Incident management connector thinklet

Configure ServiceNow - Incident management connector thinklets to take specific actions within your workflow.

Action: Add affected configuration item to incident

Add affected configuration item to incident adds a task entry to the Affected CIs tab of the incident ticket.

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.

  • Incident number or ID

  • Affected configuration item name or ID

• Outputs: View the outputs of the connector thinklet.

  • Task configuration item record ID (TaskCIRecordID)

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: Change incident assignment group

Change incident assignment group updates the Assignment group field of an incident ticket to the value provided by the input parameter.

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.

  • ServiceNow ticket ID

  • User group name

Action: Create incident

Create Incident creates a new ServiceNow incident ticket.

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: Get user group details by name

Get user group details by name retrieves group details using group names as search criteria.

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.

  • User group name: Name of the group

• Outputs: View the outputs of the connector thinklet.

  • Group ID (GroupID)

  • Default assignee (DefaultAssignee)

  • Group email address (GroupEmailAddress)

  • Group manager ID (GroupManagerID)

  • Group status (GroupStatus): Is the group active - true or false

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: Search for incident

Search for incident searches for existing incident tickets using the search string as the search criterion.

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.

  • Search query: An encoded query string used to filter the results

• Outputs: View the outputs of the connector thinklet.

  • ServiceNow ticket ID (ServiceNowTicketID)

  • ServiceNow ticket number (ServiceNowTicketNumber)

  • Created on (SysCreatedOn)

  • Opened by ID (OpenedByID)

  • Created by (CreatedBy)

  • Updated on (UpdatedOn)

  • Updated by (UpdatedBy)

  • Caller ID (CallerID)

  • State (State)

  • Incident state (IncidentState)

  • Hold reason (HoldReason)

  • Resolved by (ResolvedBy)

  • CMDB CI ID (CmdbCi): Configuration Management Database (CMDB) Configuration Item (CI) ID

  • Business service ID (Business service ID)

  • Impact (Impact)

  • Business impact (BusinessImpact)

  • Severity (Severity)

  • Priority (Priority)

  • Short description (ShortDescription)

  • Resolved at (ResolvedAt)

  • Reopened time (ReopenedTime)

  • Close code (CloseCode)

  • AssignmentGroupID (AssignmentGroupID)

  • Ticket class name (TicketClassName)

  • Closed by (ClosedBy)

  • Assigned to ID (AssignedToID)

  • SLA due (SlaDue)

  • Due date (DueDate)

  • Category (Category)

The following example search string retrieves incident tickets created by the workflow user. It excludes incidents with a status of closed, resolved, or canceled, includes only those with workflow_name in the short description, and applies a limit to the number of records retrieved.

Example search string for an input parameter

state!=6^state!=7^state!=8^sys_created_by={{global.nexthink_workflow_user}}^short_descriptionLIKEworkflow_name&sysparm_limit=1

Action: Set incident state

Set incident state changes the incident ticket State code to one of the following: 1- New, 2- In Progress, 7- Closed and 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.