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      ServiceNow IT Service Management 2.7.4
      • 06 Apr 2025
      • 3 Minutes to read
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      Contents

      ServiceNow IT Service Management 2.7.4

      • Updated on 06 Apr 2025
      • 3 Minutes to read
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      Article summary

      ServiceNow IT Service Management - 2.7.4

      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

      * **create_it_ticket_with_user_input_cli**
      Nested workflow for creating Servicenow IT ticket including the user input.

      OptionTypeDescriptionRequired

      * **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).

      OptionTypeDescriptionRequired
      incident_idstringThe incident key in the CDC.False
      categorystringThe category for Servicenow IT ticket.False
      sub_categorystringThe sub category for Servicenow IT ticket.False

      * **create_servicenow_ticket_cli_wrapper_la**
      Create a ServiceNow ticket and set the external ID back in the CDC Azure Logic App Workflow.

      OptionTypeDescriptionRequired
      incident_idstringThe category for which subcategories are to be fetchedTrue
      categorystringcategory to be used while creating the ticket in service nowFalse
      sub_categorystringto be used while creating the ticket in service nowFalse
      cdc_instance_namestringcdc instance nameFalse

      * **get_category_sub_category_cli**
      Nested workflow for creating Servicenow IT ticket including the category and sub category.

      OptionTypeDescriptionRequired
      category_subcategory_fieldsobjectThe template mapping for fields to be updated in servicenow SIR tableFalse

      * **upload_files**
      Upload CDC incident attachments to the ServiceNow ticket.

      OptionTypeDescriptionRequired
      ticket_idstringServiceNow incident ID.True
      filenamesstringComma separated names of files to be uploaded.True

      * **upload_files_to_ticket_cli_wrapper_la**
      Upload CDC incident attachments to the ServiceNow Ticket.

      OptionTypeDescriptionRequired
      ticket_idstringServiceNow Ticket's ID.True
      incident_idstringTo be used for reading cdc incident's Attachment.True
      filenamesstringComma separated names of files to be uploaded.True
      cdc_instance_namestringcdc instance nameFalse

      * **add_comment_cli**
      Add comment in ServiceNow for a given ticket number.

      OptionTypeDescriptionRequired
      ticket_idstringServiceNow ticket ID.True
      commentstringComment to add in the ServiceNow ticket.True

      * **get_incident_cli**
      Get information on an incident from ServiceNow.

      OptionTypeDescriptionRequired
      ticket_idstringServiceNow ticket ID.True

      * **get_sub_categories_of_category_cli**
      Get the sub-categories for the given category

      OptionTypeDescriptionRequired
      categorystringThe category for which subcategories are to be fetchedTrue

      Workflows

      * **attachment-sub-workflow**
      Used for attaching files to a ServiceNow ticket.

      * **close_alert_servicenow_ticket**
      Workflow for closing a ticket in ServiceNow’s ITSM, when closing a CDC alert.

      * **close_incident_servicenow_ticket**
      Workflow for closing a ticket in ServiceNow’s ITSM, when closing a CDC incident.

      * **escalate_servicenow_ticket**
      Workflow for escalating a ticket in ServiceNow’s ITSM for escalation in the CDC incident.

      * **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 CDC by ID of incident/message/chanel.

      * **post_get_incident**
      Post get-incident in CDC by ID of incident/message/chanel.

      Rules

      * **close_alert_in_servicenow**
      Closing a ticket in ServiceNow’s ITSM, once an alert is closed in the CDC.

      * **close_incident_in_servicenow**
      Closing a ticket in ServiceNow’s ITSM, once an incident is closed in the CDC.

      * **escalate_incident_in_servicenow**
      Escalate a ticket in ServiceNow’s ITSM, once an incident is escalated 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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