> For the complete documentation index, see [llms.txt](https://docs.nexthink.com/platform/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.nexthink.com/platform/~/changes/Sh4xqs4GDClkDKT9Hvux/user-guide/workflows/creating-workflows/designer/configuring-connector-thinklet/servicenow-incident-management.md).

# ServiceNow - Incident management

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

## Action: Create Incident <a href="#servicenow-incidentmanagement-action-createincident" id="servicenow-incidentmanagement-action-createincident"></a>

The Nexthink Workflow connector Thinklet **Create Incident**, retrieves the user UUID. The Thinklet relies on the [Table incident POST](https://docs.servicenow.com/bundle/washingtondc-api-reference/page/integrate/inbound-rest/concept/c_TableAPI.html#title_table-POST) API endpoint.

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-ab819acb01c5d3fef3a960c5b06bc1f8345b505d%2Fimage-20240604-114738.png?alt=media" alt="image-20240604-114738.png" width="520"><figcaption></figcaption></figure>

* **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 <a href="#servicenow-incidentmanagement-action-addincidentworknote" id="servicenow-incidentmanagement-action-addincidentworknote"></a>

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](https://docs.servicenow.com/bundle/washingtondc-api-reference/page/integrate/inbound-rest/concept/c_TableAPI.md#title_table-patch) API endpoint.

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-25423150cda8e57ee4948aff814d3b260fd02ae2%2Fimage-20240604-120125.png?alt=media" alt="image-20240604-120125.png" width="495"><figcaption></figcaption></figure>

* **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](/platform/~/changes/Sh4xqs4GDClkDKT9Hvux/integrations/outbound-connectors/connector-credentials.md) 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 <a href="#servicenow-incidentmanagement-action-resolveincident" id="servicenow-incidentmanagement-action-resolveincident"></a>

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](https://docs.servicenow.com/bundle/washingtondc-api-reference/page/integrate/inbound-rest/concept/c_TableAPI.md#title_table-patch) API endpoint.

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-836ab632a00502317d614f2b96e272fa07e32787%2Fimage-20240604-121433.png?alt=media" alt="image-20240604-121433.png" width="490"><figcaption></figcaption></figure>

* **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 <a href="#servicenow-incidentmanagement-action-setincidentstate" id="servicenow-incidentmanagement-action-setincidentstate"></a>

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](https://docs.servicenow.com/bundle/washingtondc-api-reference/page/integrate/inbound-rest/concept/c_TableAPI.md#title_table-patch) API endpoint.

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-bb535b7cef700d03d9f049e809adc845be830b55%2Fimage-20240604-122044.png?alt=media" alt="image-20240604-122044.png" width="585"><figcaption></figcaption></figure>

* **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 <a href="#servicenow-incidentmanagement-action-setincidentonhold" id="servicenow-incidentmanagement-action-setincidentonhold"></a>

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](https://docs.servicenow.com/bundle/washingtondc-api-reference/page/integrate/inbound-rest/concept/c_TableAPI.md#title_table-patch) API endpoint.

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-c8b918df83bdffd26932813abdc2834914960a76%2Fimage-20240604-122509.png?alt=media" alt="image-20240604-122509.png" width="575"><figcaption></figcaption></figure>

* **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


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