ServiceNow V2
Version: 2.6
Updated: Jan 13, 2025
ServiceNow V2 SaaS is for technical management support - create, update, and gather ServiceNow ticket information.
Actions
- Create Ticket (Notification) - Inserts one record in the specified table.
- Update Ticket (Notification) - Updates the specified record with the name-value pairs included in the request body.
- Close Ticket (Containment) - Closes a ticket specified by the System ID.
- Get Ticket Details (Enrichment) - Retrieve a record from a table.
- Search Tickets (Enrichment) - Retrieve a record from a table.
- ServiceNow Incidents Daemon (Daemon) - Automatically retrieves new tickets.
Configure ServiceNow V2 in Automation Service and Cloud SOAR
Before you can use this automation integration, you must configure its authentication settings so that the product you're integrating with can communicate with Sumo Logic. For general guidance, see Configure Authentication for Automation Integrations.
How to open the integration's configuration dialog
- Access App Central and install the integration. (You can configure at installation, or after installation with the following steps.)
- Go to the Integrations page.
Classic UI. In the main Sumo Logic menu, select Automation and then select Integrations in the left nav bar.
New UI. In the main Sumo Logic menu, select Automation > Integrations. You can also click the Go To... menu at the top of the screen and select Integrations. - Select the installed integration.
- Hover over the resource name and click the Edit button that appears.
In the configuration dialog, enter information from the product you're integrating with. When done, click TEST to test the configuration, and click SAVE to save the configuration.
- URL. ServiceNow URL in the format
https://company.service-now.com/. - Username. Your ServiceNow username.
- Password. Your ServiceNow password.
For information about ServiceNow, see ServiceNow documentation.
Action details
ServiceNow Incidents daemon
When the daemon is run for first time it will return incidents in state 'new ' from last month.
Search tickets
Query used to filter the result set.
Building the query:
Syntax: <col_name><operator><value>
<col_name>: Name of the table column to filter against.<operator>: Supports the following values:=:Exactly matches<value>.!=: Does not match<value>.^: Logically AND multiple query statements.^OR: Logically OR multiple query statements.LIKE:<col_name>contains the specified string. Only works for<col_name>fields whose data type is string.STARTSWITH:<col_name>starts with the specified string. Only works for<col_name>fields whose data type is string.ENDSWITH:<col_name>ends with the specified string. Only works for<col_name>fields whose data type is string.
<value>: Value to match against.
All parameters are case-sensitive.
Queries can contain more than one entry.
For example: <col_name><operator><value>[<operator><col_name><operator><value>]
For more information check the ServiceNow API documentation.
Create ticket
JSON Query filed needs to be populated with JSON, field names and values of all parameters within the newly created record.
For more info on building JSON Query check REST API Explorer.
For example: JSON Query = {"active":"true","assigned\_to":"966e021","number":"INC002135","state":""}
Update ticket
JSON Query filed needs to be populated with JSON, field names and new value for each parameter to update in the specified record.
For more info on building Json Query check REST API Explorer.
For example: JSON Query = {active":"false","state":"2"}
Category
Ticketing System
Change Log
- September 21, 2022 - First upload
- April 5, 2023 - Action Close Ticket added.
- June 30, 2023 (v2.3) - Integration code improved.
- April 5, 2024 (v2.4) - Fixed an issue that prevents the resource testing to work correctly.
- May 31, 2024 (v2.5) - Fixed an issue in actions Create Ticket and Update Ticket in which the JSON Query field was not visible.
- Jan 13, 2025 (v2.6) - Modified hint of the query field as it was misleading.