Create Service Request
Description
Service Now: Create Service Request plugin creates a ServiceNow service request.
tip
- If the internet connection is down, then the response is blank and workflow is aborted.
- If the selected Field Name is mapped with any Lookup List on the backend, then it will accept only valid mapped values in the Field Value and the service request is created. But if an invalid value is provided to such Fields then the service request will be created without mapping any value to that field.
- If an invalid value is provided for the field type Radio button, then the invalid value is mapped as a new option in the radio button checklist.
- For search lookup fields, such as Users, Contacts, and Location provide the sys_id.
Limitations
Catalog items with additional options available on multiple tabs are not supported.
Configurations
| No. | Field Name | Description |
|---|---|---|
| 1 | Step Name | Name of the step. This name must be unique within a single workflow. |
| Connection: | ||
| 2 | Grant Type | Select the type of grant: OAuth 2.0 or Basic Auth. Data type: String (Mandatory) Notes:
|
| 3 | ServiceNow Base URL | Specify the URL of the ServiceNow instance. Example: https://XXXXXX.service-now.com |
| 4 | Client ID | Specify the Client ID of the registered application on the ServiceNow instance. Data type: String (Mandatory) Note: Available only when the Grant Type is OAuth 2.0. |
| 5 | Client Secret | Specify the Client Secret of the registered application on the ServiceNow instance. Data type: String (Mandatory) Note: Available only when the Grant Type is OAuth 2.0. |
| 5.a | Checkbox: Accept Value as variable/static | - Leave the checkbox unchecked to accept the client secret value from a previous step using a dropdown. - Enable the checkbox to enter the value in a text box. |
| 5.b | Client Secret (Widget) | The client secret is encrypted and not stored in the .psw file. Enter it using the widget. The widget supports both Text (static or environment variable) and Combo (dropdown from previous steps). This field is mandatory. |
| 6 | Refresh Token | Specify the refresh token to obtain a new access token. Data type: String (Mandatory) Note: Available only when the Grant Type is OAuth 2.0. |
| 6.a | Checkbox: Accept Value as variable/static | - Leave the checkbox unchecked to select a refresh token from a previous step using a dropdown. - Enable the checkbox to enter the value in a text box. |
| 6.b | Refresh Token (Widget) | The refresh token is encrypted and not stored in the .psw file. Enter it using the widget. The widget supports both Text and Combo formats. This field is mandatory. |
| 7 | Username | Specify the username to authenticate with the ServiceNow instance. Data type: String (Mandatory) Note: Available only when the Grant Type is Basic Auth. |
| 8 | Password | Specify the password to authenticate with the ServiceNow instance. Note: Available only when the Grant Type is Basic Auth. |
| 8.a | Checkbox: Accept Value as variable/static | - Leave the checkbox unchecked to select a password from a previous step using a dropdown. - Enable the checkbox to enter the value in a text box. |
| 8.b | Password (Widget) | Enter the password using the widget. It is encrypted and not stored in the .psw file. The widget supports both Text and Combo formats. This field is mandatory. |
| 9 | Test Connection (Button) | Click to verify the connection. ServiceNow Base URL, Username, and Password fields are mandatory. Note: This button does not validate values from previous steps, as those values are only accessible during workflow execution. Static values and environment variables are supported. Once validated, the connection fields may be replaced with those from previous steps. |
Input Tab
| No. | Field Name | Description |
|---|---|---|
| 1 | Catalog Name | Specify the catalog name in which the catalog item is present. |
| 2 | Get | Click to populate the list of catalog names available on the ServiceNow instance. Note: This field is populated only if the connection is successfully established. The user must be authorized to access the specified catalog name. |
| 3 | Category Name | Specify the name of the category in which the catalog item is present. |
| 4 | Get | Click to populate the list of category names on the ServiceNow instance. Note: This field is populated only if the connection is successfully established. |
| 5 | Subcategory Name | Specify the subcategory name in which the catalog item is present. |
| 6 | Get | Click to populate the list of subcategory names on the ServiceNow instance. Note: This field is populated only if the connection is successfully established. |
| 7 | Catalog Item Name | Specify the catalog item name to create a service request. Note: Provide the correct hierarchy path of the parent Catalog/Category/Subcategory Name to retrieve the list of all catalog item names. |
| 8 | Get | Click to populate the list of catalog item names on the ServiceNow instance. Note: This field is populated only if the connection is successfully established. |
| 9 | Accept Fields As JSON | If selected, the JSON field will be used to create the service request. If not selected, Table Fields will be used to build the JSON. |
| 10 | JSON | Provide JSON in a valid format to create a service request. Note: Provide a display name for each key in the JSON. Sample JSON: {"Additional software requirements":"Test data", "Adobe Acrobat":true} |
| Table Fields | Note: If both Static Field Name and Variable Field Name are provided in the same row, the Static Field Name will be considered while building the JSON. | |
| 11 | Variable Field Name | Accepts a value from a field or variable. Data type: String This field is optional. |
| 12 | Static Field Name | On clicking the cell in the input table, fields associated with the catalog item will populate. Data type: String This field is optional. |
| 13 | Field Value | Valid value for the field associated with the provided field name. |
Output Tab
| No. | Field Name | Description |
|---|---|---|
| 1 | Request Number | Holds the request number of a service request created in ServiceNow. Default value: RequestNumber |
| 2 | Sys ID | Holds the sys ID of a service request created in ServiceNow. Default value: SysID |
| 3 | Result | Holds the result of a service request created in ServiceNow. Default value: Result |
Confirmation Buttons
| No. | Field Name | Description |
|---|---|---|
| 1 | OK | Click OK to confirm the delete operation. Note: The user must have appropriate permissions in ServiceNow to create a request. |
| 2 | Cancel | Click Cancel to cancel the operation. |