Update Record
Description
Service Now: Update Record plugin step is designed to update a record in a ServiceNow application such as Incident, Request, Problem, Change etc.
Connection Tab
No. | Field Name | Description |
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1 | Step Name | Name of the step. This name has to be unique in a single workflow. |
Connection: | ||
2 | Grant Type | Select the type of grant from OAuth 2.0 or Basic Auth. The data type is String. This is a mandatory field. Notes: • Client ID, Client Secret, and Refresh Token are displayed when Grant Type is OAuth 2.0. • Username and Password are displayed when Grant Type is Basic Auth. |
3 | ServiceNow Base URL | Specify URL of the ServiceNow Instance. (e.g. https://XXXXXX.service-now.com) |
4 | Client ID | Specify the Client ID of the registered application on the ServiceNow instance. The data type is String. This is a mandatory field. Note: The field is available if the grant type is OAuth 2.0. |
5 | Client Secret | Specify the Client Secret of the registered application on the ServiceNow instance. The data type is String. This is a mandatory field. Note: The field is available if the grant type is OAuth 2.0. |
5.a | Checkbox: Accept Value as variable/static | Leave checkbox unchecked to accept the client secret value from a field in the previous steps of the stream using a drop down list. Else enable checkbox for Client Secret field to appear as Text box. |
5.b | Client Secret (Encrypted Input) | Client Secret is encrypted and not stored in the .psw file. Enter the Client Secret using the widget. The widget handles both Text (static value or environment variable) and a Combo (drop down containing values from previous steps).This field is mandatory. If the checkbox above is enabled the field appears as a Text box. Else if checkbox above is disabled, Client Secret field appears as a dropdown to select fields from previous steps. |
6 | Refresh Token | Specify Refresh Token to obtain a new Access Token. The data type is String. This is a mandatory field. Note: The field is available if the grant type is OAuth 2.0. |
6.a | Checkbox: Accept Value as variable/static | Leave checkbox unchecked to accept the refresh token value from a field in the previous steps of the stream using a drop down list. Else enable checkbox for Refresh Token field to appear as Text box. |
6.b | Refresh Token (Encrypted Input) | Refresh Token is encrypted and not stored in the .psw file. Enter the Refresh Token using the widget. The widget handles both Text (static value or environment variable) and a Combo (drop down containing values from previous steps).This field is mandatory. If checkbox above is enabled, the Refresh Token field appears as a Text box. Else if checkbox above is disabled, the Refresh Token field appears as a dropdown to select fields from previous steps. |
7 | Username | Username to authenticate ServiceNow instance. The data type is String. This is a mandatory field. Note: The field is available if the grant type is Basic Auth. |
8 | Password | The password to authenticate ServiceNow instance. Note: The field is available if the grant type is Basic Auth. |
8.a | Checkbox: Accept Value as variable/static | Leave checkbox unchecked to accept Password value from a field in the previous steps of the stream using a drop down list. Else enable checkbox for Password field to appear as Text box. |
8.b | Password (Encrypted Input) | The Password to the username to authenticate to ServiceNow. Password is encrypted and not stored in the .psw file. Password is entered using a widget. The widget handles both Text (static value or environment variable) and a Combo (drop down containing values from previous steps).This field is mandatory. If checkbox above is enabled, Password field appears as a Text box. Else if checkbox above is disabled, Password field appears as a drop down to select fields from previous steps. |
Button: | ||
9 | Test Connection | Click Test Connection Button to verify whether the connection is established or not. ServiceNow Base URL, Username, and Password fields are mandatory. Once connection is established, all requisite forms and fields in Input and Output fields are populated. Note: Test Connection button does not work for fields coming from previous steps as these field values can only be accessed when workflow is in running state. Static values and environment variables are allowed. Once input and output field values are populated, the connection fields may be replaced with previous step fields. |
Input Tab
No. | Field Name | Description |
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Input Fields: | ||
1 | Form Name | A form name needs to be selected from the form explorer in which a document/record is to be created. A form explorer is opened by clicking the Get Forms button. Note: Listeners on Form Name do not work for previous step variables, static values or environment variables. |
2 | Button: Get | Click Get Forms Button to open Form explorer. Select a form from the form names displayed or filter form names using the filter field. |
3 | Criteria Field | Double click on this field to get the list of fields associated with the selected form. |
4 | Button: Get | |
5 | Criteria Value | Specify the valid value for the selected field. If an invalid value is provided, then no result record is returned. Additionally, provide an appropriate value to this field so as to make a unique qualification that fetches a distinct Record. Note: This Criteria Fields and Criteria Value will make a search query on the selected form. And if the number of records returned is exactly one then that record is updated else the workflow is aborted. |
6 | Accept fields as JSON | Enable checkbox to accept field names as JSON input. |
7 | JSON | If ‘Accept Fields as JSON’ checkbox is enabled, this field is activated. Choose a field containing the JSON text. JSON text should contain key-value pairs enclosed by double quotes (“) enclosure with a colon separating them. Key-value pairs denote fields and their values to populate. Provide all the required or mandatory fields as well as other fields to be updated as keys in the JSON. Note: • Lookup field values must exactly match existing values in the Service Now instance else it is ignored. • The JSON could be from any input step such as Generate rows, Text File input, Excel Input et al. In SNOW steps JSON text can only be accepted from input fields from previous steps and not as files directly. At least one input field must be provided. Either using JSON or Table Fields. ![]() Sample JSON text for inserting an Incident record: {“short_description”:”Test_Incident”} Sample JSON text for inserting a Problem record: Following is a sample JSON for inserting a record in Problem form. This JSON text has one key-value pair denoting field and its value to populate. ![]() {"short_description":"Hello There!","work_notes":"Test Inserting Record."} |
Tabular Fields | ||
8 | Variable Field Name | This is an optional field. Choose a field in input stream from drop down list or provide a user or system defined variable. |
9 | Static Field Name | On click of this column field, it opens a dialog with the list of available form fields of the provided Form Name. The name of the fields to be inserted should be selected. Multiple fields can be selected from the list displayed on click. The selected field’s values below will be inserted in the record. Validation: The plugin validates field names from remedy server. If ‘Static Field Name’ and ‘Variable Field Name’, both are provided in the same row in ‘Table Fields’ then ‘Static Field Name’ will be considered to build the JSON to insert a record. |
10 | Field Value | Provide field values to be inserted in the corresponding chosen fields. Following, is a sample snapshot of input tab with Table Fields with Static Field Name. ![]() Following, is a sample snapshot of input tab with Table Fields with Variable Field Name. ![]() Note: If the selected Field Name is mapped with any Lookup List on the backend then, in that case, it will accept only valid mapped values in the Field Value and the ticket will be created. But if an invalid value is provided to such Fields then the ticket will take the default value mapped with that Field on the backend. |
Output Tab:
No. | Field Name | Description |
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Output Fields: | ||
1 | Sys ID | Each record in the instance is identified by a unique 32-character GUID (Globally Unique ID) called a Sys ID (sys_id). Holds the sysid of the record created. |
2 | Result | Provide a field name to hold the result of the step. |
Confirmation Buttons:
No. | Field Name | Description |
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1 | OK | Click OK to confirm Insert operation. Note: User must have appropriate permissions in ServiceNow to insert a record through ServiceNow Insert Plugin. |
2 | Cancel | Click Cancel to Cancel the operation. |