ServiceNow IT Service Management 2.6.1
- 20 Jul 2022
- 2 Minutes to read
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ServiceNow IT Service Management 2.6.1
- Updated on 20 Jul 2022
- 2 Minutes to read
- DarkLight
- PDF
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tags: python | PaaS
Description
Integration with ServiceNow ITSM enables CDC users to create and close incident tickets and updated comments on ServiceNow ITSM, directly from the CDC.
The current out-of-the-box CyberProof integration to ServiceNow is based on the ITSM Incident Management record.
This is a one-directional integration in which a CyberProof incident can do the following on the ServiceNow 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 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 in the CDC.
| Integration Type: | ITSM Response |
| Information read: | Incident ticket information from the CDC. |
| API Supported: | API V0.7.16 |
| Input: | Incident ticket information from the CDC or comments from CDC users. |
| Output: | Ticket created, updated on ServiceNow. Addition of comment on ServiceNow comments of ITSM ticket. |
Customer Configuration
No customer configuration
CDC Command Lines
* **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 |
| category | string | The category for the ServiceNow IT ticket. | False |
| sub_category | string | The sub-category for the ServiceNow IT ticket. | False |
* **get_incident_cli**
Get information on an incident from ServiceNow.
| Option | Type | Description | Required |
|---|---|---|---|
| ticket_id | string | ServiceNow ticket ID. | True |
* **get_category_sub_category_cli**
Nested workflow for creating a ServiceNow IT ticket, including the category and sub-category.
| Option | Type | Description | Required |
|---|---|---|---|
| category_subcategory_fields | object | The template mapping for fields to be updated in the ServiceNow SIR table. | False |
* **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 |
* **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 |
* **get_sub_categories_of_category_cli**
Get the sub-categories for the given category.
| Option | Type | Description | Required |
|---|---|---|---|
| category | string | The category for which subcategories are to be fetched. | True |
* **create_it_ticket_with_user_input_cli**
Nested workflow for creating a ServiceNow IT ticket, including the user input.
| Option | Type | Description | Required |
|---|
Workflows
* **post_get_incident**
Post get-incident in the CDC, by the ID of the incident/message/channel.
* **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.
* **post_add_comment**
Post add-comment in the CDC, by the ID of the incident/message/channel.
* **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.
* **close_alert_servicenow_ticket**
Workflow for closing a ticket in ServiceNow’s ITSM, when closing a CDC alert.
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 known issues
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