ServiceNow IT Service Management 2.5.2
- 06 Apr 2025
- 2 Minutes to read
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ServiceNow IT Service Management 2.5.2
- Updated on 06 Apr 2025
- 2 Minutes to read
- DarkLight
- PDF
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ServiceNow IT Service Management - 2.5.2
tags: python | PaaS
Table of Contents
Description
Integration with Service-Now ITSM enables CDC users to create and close incident tickets and updated comments on ServiceNow ITSM, directly from CDC.
The current out-of-the-box CyberProof integration to ServiceNow is based on the ITSM Incident Management record.
This is a one-direction integration in which a CyberProof incident can do the following on the Service-Now end:-
• Create an incident
• Close an incident
• Add a comment
• Get an incident
• Upload an attachment to an incident
This operation is based on and supported via ServiceNow's Table API and Attachment API.
For bi-directional integration, ServiceNow's can use CyberProof's public Platform API
CyberProof has provided CLI commands to cater to different user actions, as listed above. We also use custom adaptive cards, to display ServiceNow ITSM ticket information on CDC.
| Integration Type: | ITSM Response |
| Information read: | Incident ticket information from CDC. |
| API Supported: | API V0.7.16 |
| Input: | Incident ticket information from CDC or comments from CDC users. |
| Output: | Ticket created, updated on Service-Now. Addition of comment on Service-Now comments of ITSM ticket. |
Customer Configuration
No Customer Configuration
CDC Command Lines
* **add_comment_cli**
Add comment in ServiceNow for a given ticket number.
| Option | Type | Description | Required |
|---|---|---|---|
| ticket_id | string | ServiceNow ticket ID. | True |
| comment | string | Comment to add in the ServiceNow ticket. | True |
* **upload_files**
Upload CDC incident attachments to the ServiceNow ticket.
| Option | Type | Description | Required |
|---|---|---|---|
| ticket_id | string | ServiceNow incident ID. | True |
| filenames | string | Comma separated names of files to be uploaded. | False |
* **get_incident_cli**
Get information on an incident from ServiceNow.
| Option | Type | Description | Required |
|---|---|---|---|
| ticket_id | string | ServiceNow ticket ID. | True |
* **create_servicenow_ticket_cli**
Create a ServiceNow ticket and set the external ID back in the CDC. While running the CLI, enter the Incident ID (in CDC version < 2.2).
| Option | Type | Description | Required |
|---|---|---|---|
| incident_id | string | The incident key in the CDC. | False |
Workflows
* **attachment-sub-workflow**
Used for attaching files to a ServiceNow ticket.
* **update_servicenow_ticket**
Workflow for updating the ticket in ServiceNow’s ITSM, for the update in the CDC incident.
* **close_alert_servicenow_ticket**
Workflow for closing a ticket in ServiceNow’s ITSM, when closing a CDC alert.
* **escalate_servicenow_ticket**
Workflow for escalating a ticket in ServiceNow’s ITSM for escalation in the CDC incident.
* **close_incident_servicenow_ticket**
Workflow for closing a ticket in ServiceNow’s ITSM, when closing a CDC incident.
* **post_add_comment**
Post add-comment in CDC by ID of incident/message/chanel.
* **post_get_incident**
Post get-incident in CDC by ID of incident/message/chanel.
Rules
* **escalate_incident_in_servicenow**
Escalate a ticket in ServiceNow’s ITSM, once an incident is escalated in the CDC.
* **close_incident_in_servicenow**
Closing a ticket in ServiceNow’s ITSM, once an incident is closed in the CDC.
* **close_alert_in_servicenow**
Closing a ticket in ServiceNow’s ITSM, once an alert is closed in the CDC.
* **update_incident_in_servicenow**
Update a ticket in ServiceNow’s ITSM, once an incident is updated in the CDC.
Sensors
No sensors
Triggers
No triggers
Known Issues
No issues
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