ServiceNow

Overview

Events

• New Change Request

  Start FLO when a new change request is created

• New Custom Record

  Monitors a custom table within Servicenow for new records and returns the execution ID.

  Options

  • table (text): The table within Servicenow as identified by name.

  Output Fields.

  • Context
    • Execution ID (text): The execution ID for the new record.

• New Incident

  Start a Flow when a new incident is created in ServiceNow.

  Unless otherwise indicated, field types are text.

  Options

  • Display
    • Display Values: value shown in the ServiceNow UI. For example, a full name like “Joe Smith.”
    • System Values: unique identifier associated with the full name. For example, “46b87022a9fe198101a78787e40d7547” would be the database’s version of “Joe Smith.”

  Incident

  • Dynamically Generated Fields: fields are dynamically generated based on fields available to the account selected. This includes standard fields and custom fields, if needed. Click the cog wheel in the bottom right of the card in order to look at the full list of output options.

  Context

  • Execution ID: unique identifier associated with the execution of the Flow

• New Request

  New Request

  Start a Flow when a new request is created in ServiceNow.

  Output Fields

  All output fields are dynamically generated based on fields available to the account selected.

• New Task

  New Task

  Start a Flow when a new ticket is created in ServiceNow.

  Output Fields

  All output fields are dynamically generated based on fields available to the account selected.

• New Ticket

  New Ticket

  Start a Flow when a new ticket is created in ServiceNow.

  Output Fields

  All output fields are dynamically generated based on fields available to the account selected.

• Updated Change Request

  Start FLO when a new change request is updated

• Updated Custom Record

  Updated Custom Record

  Monitors for updated custom records in a designated table and triggers a Flow.

  Options

  • table (text): the name of the custom table

  Output Fields

  • Custom
    • Dynamically Generated Fields: the output fields are dynamically generated based on your ServiceNow instance and the fields available for the designated custom table

• Updated Incident

  Updated Incident

  Start a Flow when an incident is updated in ServiceNow.

  Options

  • Display: Dropdown menu to choose between ServiceNow’s Display Values and System Values.
    • Display Values: The value that is shown in the ServiceNow UI. For example, a full name like “Joe Smith.”
    • System Values: The unique identifier associated with the full name. For example, “46b87022a9fe198101a78787e40d7547” would be the database’s version of “Joe Smith.”

  Output Fields

  • Incident
    • Dynamically Generated Fields: All output fields are dynamically generated based on fields available to the account selected.
  • Context
    • Execution ID: Identifier. Outputs a new one every time the Flow executes.

• Updated Request

  Start FLO when a request is updated

• Updated Task

  Start FLO when a task is updated

• Updated Ticket

  Start FLO when a ticket is updated

Actions

• Create Change Request

  Create change request on service now.

  Input Fields

  • Change Request
    • Active (text): If phase is closed (false) or withdrawn, then set state to closed.
    • Activity due (text): Normally used to calculate the due date of the activity to be updated. In other words, when the task is expected to be updated.
    • Actual end (text): Actual task end dates.

  Output Fields

  • Change Request
    • System ID (text): Identification code of system.

• Create Custom Record

  Create Custom Record

  Create a record in a custom table

  Options

  • table (text): the name of the custom table

  Input Fields

  • Record
    • Dynamically Generated Fields: the available update fields are dynamically generated based on your ServiceNow instance and the fields available for the designated custom table

  Output Fields

  • Record
    • System ID (text): system ID of the created record

• Create Incident

  Create a new incident in ServiceNow.

  Input Fields

  Incident

  Dynamically Generated Fields: fields are dynamically generated based on fields available to the account selected. This includes standard fields and custom fields, if needed. Click the cog wheel in the bottom right of the card in order to look at the full list of input options.

  Output Fields

  Incident

  • Incident Number (text): number of the incident
  • System ID (text): unique identifier of the new incident

• Create User

  Create a new user in Service Now.

  Unless otherwise indicated, field types are text.

  NOTE: The input fields on this card are dynamically generated based on your ServiceNow instance. The input fields will include these default fields provided by ServiceNow (First name, Last name, Email, etc.) as well as any custom fields you’ve added to your user table.

  Input

  • Active (true / false): status of the new user account
  • Business phone: user’s business phone number
  • Calendar integration (Outlook / None): indicates whether user’s account is integrated with Microsoft Outlook
  • Date format: user’s preferred format for dates
  • Department: user’s department
  • Email: user’s primary email address
  • First Name: user’s first name
  • Geolocation tracked: option to enable location tracking
  • Internal Integration User (Email / None): option to designate a user as an internal integration user. See Mark service accounts as internal integration users.
  • Last Name: user’s last name
  • Location: user’s location. This field is populated when the Geolocation tracked option is enabled.
  • Locked out: if set to true, the user is locked out of your ServiceNow instance, and all of the user’s active sessions are terminated. By default, all users with an admin role cannot lock themselves out.
  • Mobile phone: user’s mobile phone number
  • Notification (Email / None): type of notification that is sent to the user. Default is Email. A user can still receive notifications if they are subscribed to the notification or are specified as a recipient in the Email Notification form.
  • Password needs reset: option to require a user to change the password during first login
  • Password: user’s password. The password can be permanent or temporary.
  • Photo: indicates whether a photo image file is attached to the user profile
  • Time zone: user’s time zone
  • Title: user’s title or job description
  • User ID: unique identifier for user’s account
  • Web service access only: users with this option selected are designated as non-interactive

  Output

  Select output fields to display. The list of available input and output fields are identical.

  You do not have to display an output field for a corresponding input field that you’ve updated.

• Custom API Action

  Make an authenticated HTTP request to the ServiceNow API

• Deactivate User

  Deactivate a user in Service Now.

  Required fields are indicated by a red asterisk on the Action Card.

  Input

  • System ID (text): unique identifier of the user
    

  Output

  Response

  • Status Code (number): success or failure of your HTTP request. Here is a list of all status codes.

• Delete Incident

  Delete an incident in ServiceNow using the System ID.

  Input Fields

  Incident * System ID (text): unique identifier of the incident. The system ID can be obtained by searching for an incident with our Search Incidents card or in ServiceNow itself.

  Output Fields

  Response

  • Status Code (number): success or failure of your HTTP request. Here is a list of all status codes.

• Delete User

  Delete a user in Service Now.

  Required fields are indicated by a red asterisk on the Action Card.

  Input

  User

  • System ID (text): unique identifier of the user
    

  Output

  Response * Status Code (number): success or failure of your HTTP request. Here is a list of all status codes.

• Download Attachment

  Downloads an attachment in ServiceNow.

  Input Fields

  • Attachment

    • System ID (text): Can usually be found in the URL. For example, an Incident with the following URL:

      https://.service-now.com/nav_to.do?url=incident.do?sys_id=23dc968f0a0a3c1900534f399927740e

      Would have this sys_id: 23dc968f0a0a3c1900534f399927740e

  Output Fields

  • File

    • File Content (file): File content.
    • Size (number): Size of the file.
    • Name (text): The name of the file.
    • Type (text): The file type.

• Read Change Request

  Read change request

• Read Company

  Read a company using the system ID

• Read Custom Record

  Read a record in a custom table using a system ID

  Options

  • table (text): the name of the custom table

  Input Fields

  • Record
    • System ID (text): system ID of the record

  Output Fields

  • Record
    • Dynamically Generated Fields: the output fields are dynamically generated based on your ServiceNow instance and the fields available for the designated custom table

• Read Group

  Read information from a group in ServiceNow.

  Unless otherwise indicated, field types are text.

  Input

  Group

  • System ID: unique identifier for the group
    

  Output

  The output fields on this card are dynamically generated based on your ServiceNow instance. The output fields will include the default fields provided by ServiceNow as well as any custom fields you’ve added to your instance.

• Read Incident

  Read Incident

  Read an incident’s information based on its ServiceNow System ID.

  Unless otherwise indicated, field types are text.

  Required fields are indicated in red.

  Options

  • Display
    • Display Values: value shown in the ServiceNow UI. For example, a full name like “Joe Smith.”
    • System Values: unique identifier associated with the full name. For example, “46b87022a9fe198101a78787e40d7547” would be the database’s version of “Joe Smith.”

  Input Fields

  Incident

  • System ID: unique identifier of the incident. The system ID can be obtained by searching for an incident with our Search Incidents card or in ServiceNow itself.

  Output Fields

  Incident

  • Dynamically Generated Fields: fields are dynamically generated based on fields available to the account selected. This includes standard fields and custom fields, if needed. Click the cog wheel in the bottom right of the card in order to look at the full list of output options.

• Read Location

  Read a location using the system ID

• Read SLA

  Read an SLA using the system ID

• Read User

  Read information from a user account in Service Now.

  NOTE: The output fields on this card are dynamically generated based on your ServiceNow instance. The output fields will include these default fields provided by ServiceNow (First name, Last name, Email, etc.) as well as any custom fields you’ve added to your user table.

  Input

  User

  • Sys ID: an autogenerated alpha-numeric unique identifier for the user account
    

  Output

  • Active (true / false): status of the new user account
  • Business phone: user’s business phone number
  • Calendar integration (Outlook / None): indicates whether user’s account is integrated with Microsoft Outlook
  • Date format: user’s preferred format for dates
  • Department: user’s department
  • Email: user’s primary email address
  • First Name: user’s first name
  • Geolocation tracked: option to enable location tracking
  • Internal Integration User (Email / None): option to designate a user as an internal integration user. See Mark service accounts as internal integration users.
  • Last Name: user’s last name
  • Location: user’s location. This field is populated when the Geolocation tracked option is enabled.
  • Locked out: if set to true, the user is locked out of your ServiceNow instance, and all of the user’s active sessions are terminated. By default, all users with an admin role cannot lock themselves out.
  • Mobile phone: user’s mobile phone number
  • Notification (Email / None): type of notification that is sent to the user. Default is Email. A user can still receive notifications if they are subscribed to the notification or are specified as a recipient in the Email Notification form.
  • Password needs reset: option to require a user to change the password during first login
  • Password: user’s password. The password can be permanent or temporary.
  • Photo: indicates whether a photo image file is attached to the user profile
  • Time zone: user’s time zone
  • Title: user’s title or job description
  • User ID: unique identifier for user’s account
  • Web service access only: users with this option selected are designated as non-interactive

• Search Change Requests

  Search for a change request matching certain fields

• Search Companies

  Search for one matching or all matching companies based on user user selected parameters

  Note: Additional fields may be available depending on the account and options you choose.

  Options:

  • Result set (dropdown)
    • First matching company
    • All matching companies

  Inputs:

  • Search Parameters

    • Apple icon
    • Banner image
    • Banner text
    • City
    • Class
    • Contact
    • Country
    • Created
    • Created by
    • Customer
    • Discount
    • Fax phone
    • Fiscal year
    • Lat long error
    • Latitude
    • Longitude
    • Manufacturer
    • Market cap
    • Name
    • Notes
    • Number of employees
    • Parent
    • Phone
    • Primary
    • Profits
    • Publicly traded
    • Rank tier
    • Revenue per year
    • State / Province
    • Stock price
    • Stock symbol
    • Street
    • Sys ID
    • Theme
    • UI16 Banner Image
    • Updated
    • Updated by
    • Updates
    • Vendor
    • Vendor manager
    • Vendor type
    • Website
    • Zip / Postal code

  • Note: This list is also the list of fields that will be contained within the output of the card

  Outputs:

  • Single Object: If ‘First Matching Record’ is selected, the output of the card will be a singular object containing the values of the user selected fields
  • List of Objects: If ‘All Matching Records’ is selected, then the output of the card will be a list of objects with each object containing the values of the user selected fields

• Search Custom Records

  Search for one or all matching records

• Search Groups

  Search for one or all matching groups in ServiceNow.

  Unless otherwise indicated, field type is text.

  NOTE: Each search field is considered cumulative, meaning that if you enter two criteria, the result will be the group that matches both criteria.

  Options

  Result Set * First Matching Group * All Matching Groups

  Input

  The input fields on this card are dynamically generated based on your ServiceNow instance. The input fields will include the default fields provided by ServiceNow as well as any custom fields you’ve added.

  Output

  The output fields on this card are dynamically generated based on your ServiceNow instance. The output fields will include the default fields provided by ServiceNow as well as any custom fields you’ve added.

• Search Incidents

  Search for one or all matching incidents in ServiceNow.

  Unless otherwise indicated, field type is text.

  NOTE: Each search field is considered cumulative, meaning that if you enter two criteria, the result will be the group that matches both criteria.

  Options

  Result Set * First Matching Incident * All Matching Incidents

  Input

  The input fields on this card are dynamically generated based on your ServiceNow instance. The input fields will include the default fields provided by ServiceNow as well as any custom fields you’ve added.

  Output

  The output fields on this card are dynamically generated based on your ServiceNow instance. The output fields will include the default fields provided by ServiceNow as well as any custom fields you’ve added.

• Search Users

  Update a user profile in Service Now. Use this card to search for a user in ServiceNow and return the system ID of that user. You can use that user’s system ID in other cards to assign them issues, read their information, or perform other tasks.

  Unless otherwise indicated, field type is text.

  NOTE: The input fields on this card are dynamically generated based on your ServiceNow instance. The input fields will include these default fields provided by ServiceNow (First name, Last name, Email, etc.) as well as any custom fields you’ve added to your user table.

  NOTE: Each search field is considered cumulative, meaning that if you enter an email and a first name, the result will be the user who matches both that email and that first name.

  Input

  • Active (true / false): status of the new user account
  • Business phone: user’s business phone number
  • Calendar integration (Outlook / None): indicates whether user’s account is integrated with Microsoft Outlook
  • Date format: user’s preferred format for dates
  • Department: user’s department
  • Email: user’s primary email address
  • First Name: user’s first name
  • Geolocation tracked: option to enable location tracking
  • Internal Integration User (Email / None): option to designate a user as an internal integration user. See Mark service accounts as internal integration users.
  • Last Name: user’s last name
  • Location: user’s location. This field is populated when the Geolocation tracked option is enabled.
  • Locked out: if set to true, the user is locked out of your ServiceNow instance, and all of the user’s active sessions are terminated. By default, all users with an admin role cannot lock themselves out.
  • Mobile phone: user’s mobile phone number
  • Notification (Email / None): type of notification that is sent to the user. Default is Email. A user can still receive notifications if they are subscribed to the notification or are specified as a recipient in the Email Notification form.
  • Password needs reset: option to require a user to change the password during first login
  • Password: user’s password. The password can be permanent or temporary.
  • Photo: indicates whether a photo image file is attached to the user profile
  • Time zone: user’s time zone
  • Title: user’s title or job description
  • User ID: unique identifier for user’s account
  • Web service access only: users with this option selected are designated as non-interactive

  Output

  • User
    • System ID (type): The unique system ID of the user matching the search fields

• Update Change Request

  Update a change request using the system ID

• Update Custom Record

  Update a record in a custom table using the system ID

  Options

  • table (text): the name of the custom table

  Input Fields

  • Record
    • System ID (text): system ID of the record to be updated
  • Update
    • Dynamically Generated Fields: the available update fields are dynamically generated based on your ServiceNow instance and the fields available for the designated custom table

• Update Incident

  Update an incident in ServiceNow using the system ID.

  Unless otherwise indicated, field types are text.

  Input Fields

  Incident

  • System ID: unique identifier of the incident. The system ID can be obtained by searching for an incident with our Search Incidents card or in ServiceNow itself.

  All other input fields on this card are dynamically generated based on your ServiceNow instance. The input fields will include the default fields provided by ServiceNow as well as any custom fields you’ve added.

  Output Fields

  Response

  • Status Code (number): success or failure of your HTTP request. Here is a list of all status codes.

• Update User

  Update a user profile in Service Now.

  Unless otherwise indicated, field type is text.

  NOTE: The input fields on this card are dynamically generated based on your ServiceNow instance. The input fields will include these default fields provided by ServiceNow (First name, Last name, Email, etc.) as well as any custom fields you’ve added to your user table.

  Input

  In the Update User Action Card, select the input fields that you will use to update the new user account:

  • Active (true / false): status of the new user account
  • Business phone: user’s business phone number
  • Calendar integration (Outlook / None): indicates whether user’s account is integrated with Microsoft Outlook
  • Date format: user’s preferred format for dates
  • Department: user’s department
  • Email: user’s primary email address
  • First Name: user’s first name
  • Geolocation tracked: option to enable location tracking
  • Internal Integration User (Email / None): option to designate a user as an internal integration user. See Mark service accounts as internal integration users.
  • Last Name: user’s last name
  • Location: user’s location. This field is populated when the Geolocation tracked option is enabled.
  • Locked out: if set to true, the user is locked out of your ServiceNow instance, and all of the user’s active sessions are terminated. By default, all users with an admin role cannot lock themselves out.
  • Mobile phone: user’s mobile phone number
  • Notification (Email / None): type of notification that is sent to the user. Default is Email. A user can still receive notifications if they are subscribed to the notification or are specified as a recipient in the Email Notification form.
  • Password needs reset: option to require a user to change the password during first login
  • Password: user’s password. The password can be permanent or temporary.
  • Photo: indicates whether a photo image file is attached to the user profile
  • Time zone: user’s time zone
  • Title: user’s title or job description
  • User ID: unique identifier for user’s account
  • Web service access only: users with this option selected are designated as non-interactive

  Output

  The output fields can include the default fields provided by ServiceNow as well as any custom fields you’ve added to your user table.

  You do not have to display an output field for a corresponding input field that you’ve updated.

• Upload Attachment

  Uploads an attachment in ServiceNow.

  Input Fields

  • File

    • File Content (file): The file that will be attached to the ServiceNow item.
    • File Name (text): Name of the file being uploaded. Note: file cannot have spaces in the name. For Microsoft Office files, specify the extension in the file name e.g. “.xlsx” or “.docx” - this can be done using the String Concatenate or String Compose functions.
    • Table Name (text): Name of the ServiceNow table for the SysID specified, i.e. “change_request” for a Change Request, “task” for a Task, etc.

    • Table System ID (text): Can usually be found in the URL. For example, an Incident with the following URL:

      https://.service-now.com/nav_to.do?url=incident.do?sys_id=23dc968f0a0a3c1900534f399927740e

      Would have this sys_id: 23dc968f0a0a3c1900534f399927740e

  Output Fields

  • Attachment

    • System ID (text): System ID generated by ServiceNow for the attachment.

• Custom API Action

  This action allows you to make a custom, authenticated HTTP call to the Service Now REST API.

  NOTE: Most of the operation can be found on documentation!

  Options

  • Request Type (dropdown): your available HTTP request methods. There are 5 supported HTTP request methods (sometimes called verbs) in custom API calls:
    • GET: retrieves data from a web server based on your parameters. GET requests a representation of the specified resource, and if successful will receive a 2** OK response message with the requested content. Additional documentation here. To obtain a limit of data on large get request please see this as an example, and look for the _ sysparm_limit , this is the limit to be applied on pagination. Warning : Unusually large sysparm_limit values can impact system performance.
    • POST: sends data to a web server based on your parameters. POST requests include actions like uploading a file. Multiple POST’s may result in a different outcome than a single POST, so you should be cautious about unintentionally sending multiple POST’s. If a POST is successful, you will receive a 2** OK response message. Additional documentation here.
    • PUT: sends data to a location in the web server based on your parameters. PUT requests include actions like uploading a file. The difference between a PUT and POST is that PUT is idempotent, meaning that the result of a single successful PUT is the same as many identical PUT’s. If a PUT is successful, you will receive a 2** response message (usually 201 or 204). Additional documentation here.
    • PATCH: applies partial modifications to a resource on a web server based on your parameters. PATCH is not idempotent, meaning that the result of multiple PATCH’s could have unintended consequences. If a PATCH is successful, you will receive a 2** response message (usually 204). Additional documentation here.
    • DELETE: deletes the specified resource from the web server based on your parameters (if the resource exists). If a DELETE is successful, you will receive a 2** OK response message. Additional documentation here.

  Input Data

  • Relative URL (text): the address on the web server you are attempting to interact with. Relative URL means that you don’t have to explicitly specify the protocol at the beginning of the URL (such as “http://“). This suggests to the web server that the interaction is occurring on the server (in this instance). The {xx} need to be replaced by the respective argument.

    Example: /now/{tablename}

  • Query (object or text): JSON object that determines the action taken at the URL.

    Example: {"name":"something-urgent"}

  • Headers (object): JSON that determines the content type of the request. This will usually be a replica of the example below.

    Example: {"Content-type":"application/json"}

  Output Data

  • Status Code (Number): the success or failure of your HTTP request. Here is a list of all status codes.
  • Headers (object): a more detailed context for the response/status code that doesn’t relate to the output body. Not all headers that appear in a response header are response headers, meaning that some are unlikely to be useful to you.

  The response headers are dependent on the HTTP request you choose in options.

  • Body (object): depending on the HTTP request you chose in Options, you may receive some data back. That data, such as the data from a GET request, will be contained in this Body object.