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ServiceNow

App · Help Desk · 20 actions

Raise and update ServiceNow incidents, change requests and problems, look up users and groups, and read or write any table on the instance.

Actions

ActionWhat it does
Add incident commentAdd a comment or an internal work note to an incident's activity log.
Create change requestRaise a change request, with its type, risk, planned window and the plans a change board expects to read.
Create incidentRaise a ServiceNow incident, and optionally set the caller, category, impact, urgency, state, assignee and group.
Create problemOpen a problem record for the underlying cause behind one or more incidents.
Create userAdd a person to ServiceNow.
Delete recordDelete one record from any table by its sys_id - an incident, a change request, a user, anything the connected user is allowed to delete.
Get change requestRead every field of one change request, by its number (CHG0030041) or its sys_id.
Get incidentRead every field of one incident, by its number (INC0010023) or its sys_id.
Get problemRead every field of one problem, by its number (PRB0040012) or its sys_id.
Get recordRead one record of any table by its sys_id.
Get userRead every field of one user, by sys_id, user name or email address - the usual way to turn an email address into the sys_id an assignment needs.
List change requestsList change requests, filtered by state, type or group, or by any ServiceNow encoded query.
List groupsList the assignment groups on the instance, with their sys_ids - how a workflow turns a group name into something it can assign to.
List incidentsList incidents, filtered by state, assignee, group or caller, or by any ServiceNow encoded query.
List problemsList problem records, filtered by group or by any ServiceNow encoded query.
List recordsRead records from any table on the instance - requests, catalog tasks, configuration items, a custom table - with a ServiceNow encoded query.
List usersList users, filtered by department or by any ServiceNow encoded query - for example a name that starts with 'Riv'.
Update change requestChange a change request's summary, state, risk, planned window, plans, assignee or group.
Update incidentChange an incident's summary, state, impact, urgency, category, assignee, group or resolution.
Update recordWrite fields onto any record by its sys_id.

Add incident comment

Add a comment or an internal work note to an incident's activity log. An additional comment is visible to the caller and notifies them; a work note is not.

Inputs

IncidentincidenttextRequired
The incident's number or sys_id.
CommentcommenttextRequired
The text to add.
Kind of notecomment_typetext
Whether the caller can see it. Defaults to an additional comment.One of: comments (Additional comment (the caller can see it)), work_notes (Work note (internal, agents only)).

Outputs

comment_typetext
numbertext
recordobject
statustext
Status of the action execution ("success" on success).
sys_idtext
tabletext
urltext
Example output
{
  "comment_type": "comments",
  "number": "INC0010023",
  "record": {
    "number": "INC0010023",
    "priority": "3",
    "short_description": "Printer on the second floor is offline",
    "state": "2",
    "sys_id": "9c573169c611228700193229fff72400"
  },
  "status": "success",
  "sys_id": "9c573169c611228700193229fff72400",
  "table": "incident",
  "url": "https://dev12345.service-now.com/incident.do?sys_id=9c573169c611228700193229fff72400"
}

Create change request

Raise a change request, with its type, risk, planned window and the plans a change board expects to read.

Inputs

Summaryshort_descriptiontextRequired
One line describing the issue. This is the record's headline.
Descriptiondescriptiontext
The full details, as much as you have.
Typechange_typetext
Normal goes to the change board, standard is pre-approved, emergency skips ahead.
Categorycategorytext
What is being changed - hardware, software, network.
Riskrisktext
How risky the change is judged to be.
Impactimpacttext
How widely the issue is felt. Together with urgency this sets the priority, which is why priority itself cannot be written directly.
Planned startstart_datedate and time
When the change is planned to begin. Stored in UTC.
Planned endend_datedate and time
When the change is planned to finish. Stored in UTC.
Justificationjustificationtext
Why the change is worth making, and what happens if it is not.
Implementation planimplementation_plantext
The steps to carry the change out, in order.
Backout planbackout_plantext
How to put things back if the change goes wrong.
Test plantest_plantext
How the change will be tested before and after.
Assign toassigned_totext
The person to assign this to - their user name, email address or sys_id. Use List users to find one. Leave empty to leave it unassigned.
Assignment groupassignment_grouptext
The group to assign this to - its name or sys_id. Use List groups to find one. Groups are not offered as a dropdown because an instance can hold thousands of them.

Outputs

numbertext
recordobject
statustext
Status of the action execution ("success" on success).
sys_idtext
tabletext
urltext
Example output
{
  "number": "CHG0030041",
  "record": {
    "number": "CHG0030041",
    "short_description": "Patch the reporting database",
    "state": "-5",
    "sys_id": "3a2d1c4b47410200e90d87e8dee49036",
    "type": "normal"
  },
  "status": "success",
  "sys_id": "3a2d1c4b47410200e90d87e8dee49036",
  "table": "change_request",
  "url": "https://dev12345.service-now.com/change_request.do?sys_id=3a2d1c4b47410200e90d87e8dee49036"
}

Create incident

Raise a ServiceNow incident, and optionally set the caller, category, impact, urgency, state, assignee and group.

Inputs

Summaryshort_descriptiontextRequired
One line describing the issue. This is the record's headline.
Descriptiondescriptiontext
The full details, as much as you have.
Callercallertext
The person the incident is for - their user name, email address or sys_id. Leave empty to file it under the connected account.
Categorycategorytext
Which kind of service the issue is about.
Subcategorysubcategorytext
A narrower classification inside the category. It has to be one the chosen category allows, so set the category first.
Impactimpacttext
How widely the issue is felt. Together with urgency this sets the priority, which is why priority itself cannot be written directly.
Urgencyurgencytext
How soon it needs attention.
Statestatetext
Which state to open the incident in.
Assign toassigned_totext
The person to assign this to - their user name, email address or sys_id. Use List users to find one. Leave empty to leave it unassigned.
Assignment groupassignment_grouptext
The group to assign this to - its name or sys_id. Use List groups to find one. Groups are not offered as a dropdown because an instance can hold thousands of them.
Work notework_notestext
An internal note to add to the record's activity log. Only people with a role can read it.

Outputs

numbertext
recordobject
statustext
Status of the action execution ("success" on success).
sys_idtext
tabletext
urltext
Example output
{
  "number": "INC0010023",
  "record": {
    "number": "INC0010023",
    "priority": "3",
    "short_description": "Printer on the second floor is offline",
    "state": "2",
    "sys_id": "9c573169c611228700193229fff72400"
  },
  "status": "success",
  "sys_id": "9c573169c611228700193229fff72400",
  "table": "incident",
  "url": "https://dev12345.service-now.com/incident.do?sys_id=9c573169c611228700193229fff72400"
}

Create problem

Open a problem record for the underlying cause behind one or more incidents.

Inputs

Summaryshort_descriptiontextRequired
One line describing the issue. This is the record's headline.
Descriptiondescriptiontext
The full details, as much as you have.
Impactimpacttext
How widely the issue is felt. Together with urgency this sets the priority, which is why priority itself cannot be written directly.
Urgencyurgencytext
How soon it needs attention.
Assign toassigned_totext
The person to assign this to - their user name, email address or sys_id. Use List users to find one. Leave empty to leave it unassigned.
Assignment groupassignment_grouptext
The group to assign this to - its name or sys_id. Use List groups to find one. Groups are not offered as a dropdown because an instance can hold thousands of them.
Work notework_notestext
An internal note to add to the record's activity log. Only people with a role can read it.

Outputs

numbertext
recordobject
statustext
Status of the action execution ("success" on success).
sys_idtext
tabletext
urltext
Example output
{
  "number": "PRB0040012",
  "record": {
    "number": "PRB0040012",
    "short_description": "Reporting database runs out of connections weekly",
    "state": "1",
    "sys_id": "d7296d02c0a801670085e737da016e70"
  },
  "status": "success",
  "sys_id": "d7296d02c0a801670085e737da016e70",
  "table": "problem",
  "url": "https://dev12345.service-now.com/problem.do?sys_id=d7296d02c0a801670085e737da016e70"
}

Create user

Add a person to ServiceNow. Only the user name is required, and it has to be unique across the instance. No password is set, so the record cannot sign in until an administrator gives it one.

Inputs

User nameuser_nametextRequired
The sign-in name, unique across the instance - often the email address or an employee id.
First namefirst_nametext
Their given name.
Last namelast_nametext
Their family name.
Emailemailtext
Their email address.
Job titletitletext
Their job title.
Phonephonetext
Their business phone number.
Departmentdepartmenttext
The department they belong to.
Activeactivetrue/false
Off creates the record deactivated.Default: true.

Outputs

numbertext
recordobject
statustext
Status of the action execution ("success" on success).
sys_idtext
tabletext
urltext
Example output
{
  "number": null,
  "record": {
    "active": "true",
    "email": "sam.rivera@example.com",
    "name": "Sam Rivera",
    "sys_id": "62826bf03710200044e0bfc8bcbe5df1",
    "user_name": "sam.rivera"
  },
  "status": "success",
  "sys_id": "62826bf03710200044e0bfc8bcbe5df1",
  "table": "sys_user",
  "url": "https://dev12345.service-now.com/sys_user.do?sys_id=62826bf03710200044e0bfc8bcbe5df1"
}

Delete record

Delete one record from any table by its sys_id - an incident, a change request, a user, anything the connected user is allowed to delete. This is permanent.

Inputs

TabletabletextRequired
The table's technical name, the one in the URL - 'incident', 'sys_user', 'sc_request', 'cmdb_ci_server'. Not its label.
Record idsys_idtextRequired
The record's sys_id - 32 hexadecimal characters. A record URL copied from ServiceNow works too; the id is read out of it.

Outputs

deletedtrue/false
statustext
Status of the action execution ("success" on success).
sys_idtext
tabletext
Example output
{
  "deleted": true,
  "status": "success",
  "sys_id": "9c573169c611228700193229fff72400",
  "table": "incident"
}

Get change request

Read every field of one change request, by its number (CHG0030041) or its sys_id.

Inputs

Change requestchange_requesttextRequired
The change request's number or sys_id.
Values to returndisplay_valuestext
ServiceNow stores a choice as a number and shows a label. Stored values are what another step can compare or write back; display values are what a person reads. Defaults to stored values.One of: false (Stored values (1, 2, 3)), true (Display values (High, Medium, Low)), all (Both).

Outputs

numbertext
recordobject
statustext
Status of the action execution ("success" on success).
sys_idtext
tabletext
urltext
Example output
{
  "number": "CHG0030041",
  "record": {
    "number": "CHG0030041",
    "short_description": "Patch the reporting database",
    "state": "-5",
    "sys_id": "3a2d1c4b47410200e90d87e8dee49036",
    "type": "normal"
  },
  "status": "success",
  "sys_id": "3a2d1c4b47410200e90d87e8dee49036",
  "table": "change_request",
  "url": "https://dev12345.service-now.com/change_request.do?sys_id=3a2d1c4b47410200e90d87e8dee49036"
}

Get incident

Read every field of one incident, by its number (INC0010023) or its sys_id.

Inputs

IncidentincidenttextRequired
The incident number as ServiceNow shows it, or its sys_id. A record URL works too.
Values to returndisplay_valuestext
ServiceNow stores a choice as a number and shows a label. Stored values are what another step can compare or write back; display values are what a person reads. Defaults to stored values.One of: false (Stored values (1, 2, 3)), true (Display values (High, Medium, Low)), all (Both).

Outputs

numbertext
recordobject
statustext
Status of the action execution ("success" on success).
sys_idtext
tabletext
urltext
Example output
{
  "number": "INC0010023",
  "record": {
    "number": "INC0010023",
    "priority": "3",
    "short_description": "Printer on the second floor is offline",
    "state": "2",
    "sys_id": "9c573169c611228700193229fff72400"
  },
  "status": "success",
  "sys_id": "9c573169c611228700193229fff72400",
  "table": "incident",
  "url": "https://dev12345.service-now.com/incident.do?sys_id=9c573169c611228700193229fff72400"
}

Get problem

Read every field of one problem, by its number (PRB0040012) or its sys_id.

Inputs

ProblemproblemtextRequired
The problem's number or sys_id.
Values to returndisplay_valuestext
ServiceNow stores a choice as a number and shows a label. Stored values are what another step can compare or write back; display values are what a person reads. Defaults to stored values.One of: false (Stored values (1, 2, 3)), true (Display values (High, Medium, Low)), all (Both).

Outputs

numbertext
recordobject
statustext
Status of the action execution ("success" on success).
sys_idtext
tabletext
urltext
Example output
{
  "number": "PRB0040012",
  "record": {
    "number": "PRB0040012",
    "short_description": "Reporting database runs out of connections weekly",
    "state": "1",
    "sys_id": "d7296d02c0a801670085e737da016e70"
  },
  "status": "success",
  "sys_id": "d7296d02c0a801670085e737da016e70",
  "table": "problem",
  "url": "https://dev12345.service-now.com/problem.do?sys_id=d7296d02c0a801670085e737da016e70"
}

Get record

Read one record of any table by its sys_id.

Inputs

TabletabletextRequired
The table's technical name, the one in the URL - 'incident', 'sys_user', 'sc_request', 'cmdb_ci_server'. Not its label.
Record idsys_idtextRequired
The record's sys_id - 32 hexadecimal characters. A record URL copied from ServiceNow works too; the id is read out of it.
Values to returndisplay_valuestext
ServiceNow stores a choice as a number and shows a label. Stored values are what another step can compare or write back; display values are what a person reads. Defaults to stored values.One of: false (Stored values (1, 2, 3)), true (Display values (High, Medium, Low)), all (Both).

Outputs

numbertext
recordobject
statustext
Status of the action execution ("success" on success).
sys_idtext
tabletext
urltext
Example output
{
  "number": "REQ0010004",
  "record": {
    "number": "REQ0010004",
    "sys_id": "1c832706c0a8016400d8a125ca7957e2"
  },
  "status": "success",
  "sys_id": "1c832706c0a8016400d8a125ca7957e2",
  "table": "sc_request",
  "url": "https://dev12345.service-now.com/sc_request.do?sys_id=1c832706c0a8016400d8a125ca7957e2"
}

Get user

Read every field of one user, by sys_id, user name or email address - the usual way to turn an email address into the sys_id an assignment needs.

Inputs

UserusertextRequired
Their sys_id, user name or email address.
Values to returndisplay_valuestext
ServiceNow stores a choice as a number and shows a label. Stored values are what another step can compare or write back; display values are what a person reads. Defaults to stored values.One of: false (Stored values (1, 2, 3)), true (Display values (High, Medium, Low)), all (Both).

Outputs

numbertext
recordobject
statustext
Status of the action execution ("success" on success).
sys_idtext
tabletext
urltext
Example output
{
  "number": null,
  "record": {
    "active": "true",
    "email": "sam.rivera@example.com",
    "name": "Sam Rivera",
    "sys_id": "62826bf03710200044e0bfc8bcbe5df1",
    "user_name": "sam.rivera"
  },
  "status": "success",
  "sys_id": "62826bf03710200044e0bfc8bcbe5df1",
  "table": "sys_user",
  "url": "https://dev12345.service-now.com/sys_user.do?sys_id=62826bf03710200044e0bfc8bcbe5df1"
}

List change requests

List change requests, filtered by state, type or group, or by any ServiceNow encoded query.

Inputs

Filterquerytext
A ServiceNow encoded query, the same string the list view's filter builder produces under Copy query. Combined with the fields above rather than replacing them.
Statestatetext
Only changes in this state.
Typechange_typetext
Only changes of this type.
Assignment groupassignment_grouptext
Only changes assigned to this group - name or sys_id.
Open records onlyactive_onlytrue/false
On hides anything already closed or cancelled.Default: false.
How manylimitnumber
How many records to return (1-100).From 1 to 100. Default: 25.
Skipoffsetnumber
How many records to skip before the first one returned. Use it with How many to read a second or third page.At least 0.
Sort byorder_bytext
Which field to order the records by.One of: number, opened_at (Opened), priority, short_description (Short description), state, sys_created_on (Created), sys_updated_on (Last updated).
Orderordertext
Which end of the list to start from.One of: asc (Oldest first), desc (Newest first).
Values to returndisplay_valuestext
ServiceNow stores a choice as a number and shows a label. Stored values are what another step can compare or write back; display values are what a person reads. Defaults to stored values.One of: false (Stored values (1, 2, 3)), true (Display values (High, Medium, Low)), all (Both).

Outputs

countnumber
recordslist
statustext
Status of the action execution ("success" on success).
tabletext
total_countnumber
Example output
{
  "count": 1,
  "records": [
    {
      "number": "CHG0030041",
      "short_description": "Patch the reporting database",
      "sys_id": "3a2d1c4b47410200e90d87e8dee49036"
    }
  ],
  "status": "success",
  "table": "change_request",
  "total_count": 7
}

List groups

List the assignment groups on the instance, with their sys_ids - how a workflow turns a group name into something it can assign to.

Inputs

Filterquerytext
A ServiceNow encoded query.
Active groups onlyactive_onlytrue/false
On hides groups that are no longer in use.Default: true.
How manylimitnumber
How many records to return (1-100).From 1 to 100. Default: 25.
Skipoffsetnumber
How many records to skip before the first one returned. Use it with How many to read a second or third page.At least 0.
Sort byorder_bytext
Which field to order the records by.One of: name, sys_created_on (Created), sys_id (Record id), sys_updated_on (Last updated).
Orderordertext
Which end of the list to start from.One of: asc (Oldest first), desc (Newest first).

Outputs

countnumber
recordslist
statustext
Status of the action execution ("success" on success).
tabletext
total_countnumber
Example output
{
  "count": 1,
  "records": [
    {
      "name": "Service Desk",
      "sys_id": "d625dccec0a8016700a222a0f7900d06"
    }
  ],
  "status": "success",
  "table": "sys_user_group",
  "total_count": 18
}

List incidents

List incidents, filtered by state, assignee, group or caller, or by any ServiceNow encoded query.

Inputs

Filterquerytext
A ServiceNow encoded query, the same string the list view's filter builder produces under Copy query. Combined with the fields above rather than replacing them.
Statestatetext
Only incidents in this state.
Assigned toassigned_totext
Only incidents assigned to this person - user name, email address or sys_id.
Assignment groupassignment_grouptext
Only incidents assigned to this group - its name or sys_id.
Callercallertext
Only incidents raised for this person - user name, email address or sys_id.
Open records onlyactive_onlytrue/false
On hides anything already closed or cancelled.Default: false.
How manylimitnumber
How many records to return (1-100).From 1 to 100. Default: 25.
Skipoffsetnumber
How many records to skip before the first one returned. Use it with How many to read a second or third page.At least 0.
Sort byorder_bytext
Which field to order the records by.One of: number, opened_at (Opened), priority, short_description (Short description), state, sys_created_on (Created), sys_updated_on (Last updated).
Orderordertext
Which end of the list to start from.One of: asc (Oldest first), desc (Newest first).
Values to returndisplay_valuestext
ServiceNow stores a choice as a number and shows a label. Stored values are what another step can compare or write back; display values are what a person reads. Defaults to stored values.One of: false (Stored values (1, 2, 3)), true (Display values (High, Medium, Low)), all (Both).

Outputs

countnumber
recordslist
statustext
Status of the action execution ("success" on success).
tabletext
total_countnumber
Example output
{
  "count": 1,
  "records": [
    {
      "number": "INC0010023",
      "short_description": "Printer on the second floor is offline",
      "sys_id": "9c573169c611228700193229fff72400"
    }
  ],
  "status": "success",
  "table": "incident",
  "total_count": 42
}

List problems

List problem records, filtered by group or by any ServiceNow encoded query.

Inputs

Filterquerytext
A ServiceNow encoded query, the same string the list view's filter builder produces under Copy query. Combined with the fields above rather than replacing them.
Assignment groupassignment_grouptext
Only problems assigned to this group - name or sys_id.
Open records onlyactive_onlytrue/false
On hides anything already closed or cancelled.Default: false.
How manylimitnumber
How many records to return (1-100).From 1 to 100. Default: 25.
Skipoffsetnumber
How many records to skip before the first one returned. Use it with How many to read a second or third page.At least 0.
Sort byorder_bytext
Which field to order the records by.One of: number, opened_at (Opened), priority, short_description (Short description), state, sys_created_on (Created), sys_updated_on (Last updated).
Orderordertext
Which end of the list to start from.One of: asc (Oldest first), desc (Newest first).
Values to returndisplay_valuestext
ServiceNow stores a choice as a number and shows a label. Stored values are what another step can compare or write back; display values are what a person reads. Defaults to stored values.One of: false (Stored values (1, 2, 3)), true (Display values (High, Medium, Low)), all (Both).

Outputs

countnumber
recordslist
statustext
Status of the action execution ("success" on success).
tabletext
total_countnumber
Example output
{
  "count": 1,
  "records": [
    {
      "number": "PRB0040012",
      "short_description": "Reporting database runs out of connections",
      "sys_id": "d7296d02c0a801670085e737da016e70"
    }
  ],
  "status": "success",
  "table": "problem",
  "total_count": 3
}

List records

Read records from any table on the instance - requests, catalog tasks, configuration items, a custom table - with a ServiceNow encoded query.

Inputs

TabletabletextRequired
The table's technical name, the one in the URL - 'incident', 'sys_user', 'sc_request', 'cmdb_ci_server'. Not its label.
Filterquerytext
A ServiceNow encoded query, the same string the list view's filter builder produces under Copy query.
Only these fieldsreturn_fieldslist
Return just these columns instead of every one. Leave empty for the whole record.
How manylimitnumber
How many records to return (1-100).From 1 to 100. Default: 25.
Skipoffsetnumber
How many records to skip before the first one returned. Use it with How many to read a second or third page.At least 0.
Values to returndisplay_valuestext
ServiceNow stores a choice as a number and shows a label. Stored values are what another step can compare or write back; display values are what a person reads. Defaults to stored values.One of: false (Stored values (1, 2, 3)), true (Display values (High, Medium, Low)), all (Both).

Outputs

countnumber
recordslist
statustext
Status of the action execution ("success" on success).
tabletext
total_countnumber
Example output
{
  "count": 1,
  "records": [
    {
      "number": "REQ0010004",
      "sys_id": "1c832706c0a8016400d8a125ca7957e2"
    }
  ],
  "status": "success",
  "table": "sc_request",
  "total_count": 12
}

List users

List users, filtered by department or by any ServiceNow encoded query - for example a name that starts with 'Riv'.

Inputs

Filterquerytext
A ServiceNow encoded query. Combined with the fields below rather than replacing them.
Departmentdepartmenttext
Only users in this department.
Active users onlyactive_onlytrue/false
On hides deactivated users.Default: false.
How manylimitnumber
How many records to return (1-100).From 1 to 100. Default: 25.
Skipoffsetnumber
How many records to skip before the first one returned. Use it with How many to read a second or third page.At least 0.
Sort byorder_bytext
Which field to order the records by.One of: name, sys_created_on (Created), sys_id (Record id), sys_updated_on (Last updated).
Orderordertext
Which end of the list to start from.One of: asc (Oldest first), desc (Newest first).
Values to returndisplay_valuestext
ServiceNow stores a choice as a number and shows a label. Stored values are what another step can compare or write back; display values are what a person reads. Defaults to stored values.One of: false (Stored values (1, 2, 3)), true (Display values (High, Medium, Low)), all (Both).

Outputs

countnumber
recordslist
statustext
Status of the action execution ("success" on success).
tabletext
total_countnumber
Example output
{
  "count": 1,
  "records": [
    {
      "name": "Sam Rivera",
      "sys_id": "62826bf03710200044e0bfc8bcbe5df1",
      "user_name": "sam.rivera"
    }
  ],
  "status": "success",
  "table": "sys_user",
  "total_count": 1204
}

Update change request

Change a change request's summary, state, risk, planned window, plans, assignee or group. Only the fields you set are changed.

Inputs

Change requestchange_requesttextRequired
The change request's number or sys_id.
Summaryshort_descriptiontext
Replace the change's headline.
Descriptiondescriptiontext
The full details, as much as you have.
Statestatetext
Move the change to this state.
Riskrisktext
Change how risky it is judged to be.
Impactimpacttext
How widely the issue is felt. Together with urgency this sets the priority, which is why priority itself cannot be written directly.
Planned startstart_datedate and time
Move the planned start. Stored in UTC.
Planned endend_datedate and time
Move the planned end. Stored in UTC.
Implementation planimplementation_plantext
Replace the implementation plan.
Backout planbackout_plantext
Replace the backout plan.
Test plantest_plantext
Replace the test plan.
Assign toassigned_totext
The person to assign this to - their user name, email address or sys_id. Use List users to find one. Leave empty to leave it unassigned.
Assignment groupassignment_grouptext
The group to assign this to - its name or sys_id. Use List groups to find one. Groups are not offered as a dropdown because an instance can hold thousands of them.
Work notework_notestext
An internal note to add to the record's activity log. Only people with a role can read it.

Outputs

numbertext
recordobject
statustext
Status of the action execution ("success" on success).
sys_idtext
tabletext
urltext
Example output
{
  "number": "CHG0030041",
  "record": {
    "number": "CHG0030041",
    "short_description": "Patch the reporting database",
    "state": "-5",
    "sys_id": "3a2d1c4b47410200e90d87e8dee49036",
    "type": "normal"
  },
  "status": "success",
  "sys_id": "3a2d1c4b47410200e90d87e8dee49036",
  "table": "change_request",
  "url": "https://dev12345.service-now.com/change_request.do?sys_id=3a2d1c4b47410200e90d87e8dee49036"
}

Update incident

Change an incident's summary, state, impact, urgency, category, assignee, group or resolution. Only the fields you set are changed. Resolving an incident is this action with the state set to Resolved and a close code and close notes filled in.

Inputs

IncidentincidenttextRequired
The incident's number or sys_id.
Summaryshort_descriptiontext
Replace the incident's headline.
Descriptiondescriptiontext
The full details, as much as you have.
Statestatetext
Move the incident to this state.
On-hold reasonhold_reasontext
Why the incident is waiting. Only meaningful while the state is On Hold.
Impactimpacttext
How widely the issue is felt. Together with urgency this sets the priority, which is why priority itself cannot be written directly.
Urgencyurgencytext
How soon it needs attention.
Categorycategorytext
Change which kind of service the issue is about.
Subcategorysubcategorytext
A narrower classification inside the category.
Assign toassigned_totext
The person to assign this to - their user name, email address or sys_id. Use List users to find one. Leave empty to leave it unassigned.
Assignment groupassignment_grouptext
The group to assign this to - its name or sys_id. Use List groups to find one. Groups are not offered as a dropdown because an instance can hold thousands of them.
Resolution codeclose_codetext
How the incident was resolved.
Resolution notesclose_notestext
What was done to resolve it.
Work notework_notestext
An internal note to add to the record's activity log. Only people with a role can read it.

Outputs

numbertext
recordobject
statustext
Status of the action execution ("success" on success).
sys_idtext
tabletext
urltext
Example output
{
  "number": "INC0010023",
  "record": {
    "number": "INC0010023",
    "priority": "3",
    "short_description": "Printer on the second floor is offline",
    "state": "2",
    "sys_id": "9c573169c611228700193229fff72400"
  },
  "status": "success",
  "sys_id": "9c573169c611228700193229fff72400",
  "table": "incident",
  "url": "https://dev12345.service-now.com/incident.do?sys_id=9c573169c611228700193229fff72400"
}

Update record

Write fields onto any record by its sys_id. Only the fields you name are changed; every other column keeps its value.

Inputs

TabletabletextRequired
The table's technical name, the one in the URL - 'incident', 'sys_user', 'sc_request', 'cmdb_ci_server'. Not its label.
Record idsys_idtextRequired
The record's sys_id - 32 hexadecimal characters. A record URL copied from ServiceNow works too; the id is read out of it.
Fields to setfieldsobjectRequired
The columns to write, by their technical names - 'short_description', not 'Short description'.

Outputs

numbertext
recordobject
statustext
Status of the action execution ("success" on success).
sys_idtext
tabletext
urltext
Example output
{
  "number": "REQ0010004",
  "record": {
    "number": "REQ0010004",
    "sys_id": "1c832706c0a8016400d8a125ca7957e2"
  },
  "status": "success",
  "sys_id": "1c832706c0a8016400d8a125ca7957e2",
  "table": "sc_request",
  "url": "https://dev12345.service-now.com/sc_request.do?sys_id=1c832706c0a8016400d8a125ca7957e2"
}

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