ServiceNow v2

IT service management. Demisto interfaces with ServiceNow to help streamline security-related service management and IT operations. For example, you can use the ‘ServiceNow’ integration in order to:

View, create, update or delete a ServiceNow ticket directly from the Demisto CLI and enrich it with Demisto data.
View, create, update and delete records from any ServiceNow table.
Query ServiceNow data with the ServiceNow query syntax.

Please refer to ServiceNow documentation for additional information. We especially recommend the Operators available for filters and queries page: https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/use/common-ui-elements/reference/r_OpAvailableFiltersQueries.html

This integration was integrated and tested with the Orlando version of ServiceNow.

Use cases#

Get, update, create, and delete ServiceNow tickets, as well as add links and comments, or upload files to the tickets.
Fetch newly created incidents.
Get, update, create, delete records from any ServiceNow table.

Wrapper Scripts#

There are 3 scripts that serve as examples for wrapping the following generic commands: servicenow-query-table - ServiceNowQueryIncident servicenow-create-record - ServiceNowCreateIncident servicenow-update-record - ServiceNowUpdateIncident

You can use these scripts if you want to wrap these commands around a ServiceNow table of your choice. These scripts are wrapped around the incident table, so to wrap them around another table simply copy the scripts and edit the code, arguments and outputs accordingly.

Configure ServiceNow v2 on Cortex XSOAR#

Navigate to Settings > Integrations > Servers & Services.
Search for ServiceNow v2.
Click Add instance to create and configure a new integration instance.
To ensure that mirroring works:
1. Select the Fetches incidents radio button.
2. Under Classifier, select ServiceNow Classifier.
3. Under Incident type, select ServiceNowTicket.
4. Under Mapper (incoming), select ServiceNow - Incoming Mapper.
5. Under Mapper (outgoing), select ServiceNow - Outgoing Mapper.
6. To enable mirroring when closing an incident or ticket in Cortex XSOAR and ServiceNow, select the Close Mirrored XSOAR Incident and Close Mirrored ServiceNow Ticket checkboxes, respectively.

Instance Creation Flow#

The integration supports two types of authorization:

Basic authorization using username and password.
OAuth 2.0 authorization.

OAuth 2.0 Authorization#

To use OAuth 2.0 authorization follow the next steps:

Login to your ServiceNow instance and create an endpoint for XSOAR to access your instance (please see Snow OAuth for more information).
Copy the Client Id and Client Secret (press the lock next to the client secret to reveal it) that were automatically generated when creating the endpoint into the Username and Password fields of the instance configuration.
Select the Use OAuth Login checkbox and click the Done button.
Run the command !servicenow-oauth-login from the XSOAR CLI and fill in the username and password of the ServiceNow instance. This step generates an access token to the ServiceNow instance and is required only in the first time after configuring a new instance in the XSOAR platform.
(Optional) Test the created instance by running the !servicenow-oauth-test command.

Notes:

When running the !servicenow-oauth-login command, a refresh token is generated and will be used to produce new access tokens after the current access token has expired.
Every time the refresh token expires you will have to run the servicenow-oauth-login command again. Hence, we recommend to set the Refresh Token Lifespan field in the endpoint created in step 1 to a long period (can be set to several years).

Using Multi Factor Authentication (MFA)#

MFA can be used both when using basic authorization and when using OAuth 2.0 authorization, however we strongly recommend using OAuth 2.0 when using MFA. If MFA is enabled for your user, follow the next steps:

Open the Google Authenticator application on your mobile device and make note of the number. The number refreshes every 30 seconds.
Enter your username and password, and append the One Time Password (OTP) that you currently see on your mobile device to your password without any extra spaces. For example, if your password is 12345 and the current OTP code is 424 058, enter 12345424058.

Notes:

When using basic authorization, you will have to update your password with the current OTP every time the current code expires (30 seconds), hence we recommend using OAuth 2.0 authorization.
For using OAuth 2.0 see the above instructions. The OTP code should be appended to the password parameter in the !servicenow-oauth-login command.

Parameter	Description	Required
url	ServiceNow URL, in the format `https://company.service-now.com/`	True
credentials	Username	False
use_oauth	Use OAuth	False
proxy	Use system proxy settings	False
insecure	Trust any certificate (not secure)	False
ticket_type	Default ticket type on which to run ticket commands and fetch incidents	False
api_version	ServiceNow API Version (e.g. 'v1')	False
isFetch	Fetch incidents	False
sysparm_query	The query to use when fetching incidents	False
fetch_limit	How many incidents to fetch each time	False
fetch_time	First fetch timestamp (`<number>` `<time unit>`, e.g., 12 hours, 7 days, 3 months, 1 year)	False
timestamp_field	Timestamp field to filter by (e.g., `opened_at`) This is how the filter is applied to the query: "ORDERBYopened_at^opened_at>[Last Run]". To prevent duplicate incidents, this field is mandatory for fetching incidents.	False
incidentType	Incident type	False
get_attachments	Get incident attachments	False
mirror_direction	Choose whenever to mirror the incident. You can mirror only In (from ServiceNow to XSOAR), only out (from XSOAR to ServiceNow), or both directions.	False
comment_tag	Choose the tag to add to an entry to mirror it as a comment in ServiceNow.	False
work_notes_tag	Choose the tag to add to an entry to mirror it as a work note in ServiceNow.	False
file_tag	Choose the tag to add to an entry to mirror it as a file in ServiceNow.	False
update_timestamp_field	Timestamp field to query for updates as part of the mirroring flow.	False
mirror_limit	The maximum number of incidents to mirror incoming each time	False
close_incident	Close XSOAR Incident. When selected, closing the ServiceNow ticket is mirrored in Cortex XSOAR.	False
close_ticket	Close ServiceNow Ticket. When selected, closing the XSOAR incident is mirrored in ServiceNow.	False
proxy	Use system proxy settings	False
insecure	Trust any certificate (not secure)	False

Click Test to validate the URLs, token, and connection.
Click Done.

Fetch Incidents#

The integration fetches newly created tickets according to the following parameters, which you define in the instance configuration: ticket_type, query, and limit. For the first fetch, the integration will fetch incidents that were created 10 minutes earlier. After that, it will fetch incidents that were created after the timestamp of the last fetch.

Configure Incident Mirroring#

This feature is compliant with XSOAR version 6.0 and above. This part walks you through setting up the ServiceNow v2 integration to mirror incidents from ServiceNow in Cortex XSOAR. It includes steps for configuring the integration and incoming and outgoing mappers. However, it does not cover every option available in the integration nor classification and mapping features. For information about Classification and Mapping visit: Classification and Mapping.

When mirroring incidents, you can make changes in ServiceNow that will be reflected in Cortex XSOAR, or vice versa. You can also attach files from either of the systems, which will then be available in the other system.

This is made possible by the addition of 3 new functions in the integration, which are applied with the following options:

External schema support
Can sync mirror in
Can sync mirror out

STEP 1 - Modify the incoming mapper.#

Navigate to Classification and Mapping and click ServiceNow - Incoming Mapper.
Under the Incident Type dropdown, select ServiceNow Ticket.
Change the mapping according to your needs.
Save your changes.

5 fields have been added to support the mirroring feature:#

dbotMirrorDirection - determines whether mirroring is incoming, outgoing, or both. Default is Both.
- You can choose the mirror direction when configuring the ServiceNow instance using the Incident Mirroring Direction field.
dbotMirrorId - determines the incident ID in the 3rd party integration. In this case, the ServiceNow sys ID field.
dbotMirrorInstance - determines the ServiceNow instance with which to mirror.
dbotMirrorLastSync - determines the field by which to indicate the last time that the systems synchronized.
dbotMirrorTags - determines the tags that you need to add in Cortex XSOAR for entries to be pushed to ServiceNow.
- You can set the tags in the instance configuration, using Comment Entry Tag, Work Note Entry Tag and File Entry Tag.

STEP 2 - Modify the outgoing mapper.#

Under Classification and Mapping, click ServiceNow - Outgoing Mapper. The left side of the screen shows the ServiceNow fields to which to map and the right side of the screen shows the Cortex XSOAR fields by which you are mapping.
Under the Incident Type dropdown, select ServiceNow Ticket.
Under Schema Type, select incident. The Schema Type represents the ServiceNow entity that you are mapping to. In our example it is an incident, but it can also be any other kind of ticket that ServiceNow supports.
On the right side of the screen, under Incident, select the incident based on which you want to match.
Change the mapping according to your needs.
Save your changes.

STEP 3 - Create an incident in ServiceNow. For purposes of this use case, it can be a very simple incident#

STEP 4 - In Cortex XSOAR, the new ticket will be ingested in approximately one minute.#

Add a note to the incident. In the example below, we have written A comment from Cortex XSOAR to ServiceNow.
Click Actions > Tags and add the comments tag.
Add a file to the incident and mark it with the ForServiceNow tag.

4. Navigate back to the incident in ServiceNow and within approximately one minute, the changes will be reflected there, too.

You can make additional changes like closing the incident or changing severity and those will be reflected in both systems.

Notes

The final 'source of truth' for the incident for Cortex XSOAR are the values in Cortex XSOAR. Meaning, if you change the severity in Cortex XSOAR and then change it back in ServiceNow, the final value that will be presented is the one in Cortex XSOAR.
The integration queries ServiceNow for modified records based on the timestamp field set in the update_timestamp_field integration parameter and the limit set in the mirror_limit integration parameter. If more records are modified in the timeframe when they are queried than are configured in the limit parameter, the extra records won't be mirrored in and the incidents in Cortex XSOAR will not be updated.

Commands#

You can execute these commands from the Demisto CLI, as part of an automation, or in a playbook. After you successfully execute a command, a DBot message appears in the War Room with the command details.

servicenow-login#

This function should be used once before running any command when using OAuth authentication.

Base Command#

servicenow-login

Input#

Argument Name	Description	Required
username	The username that should be used for login.	Required
password	The password that should be used for login.	Required

Context Output#

There is no context output for this command.

Command Example#

!servicenow-login username=username password=password

Context Example#

{}

Human Readable Output#

Logged in successfully#

servicenow-test#

Test the instance configuration when using OAuth authorization.

Base Command#

servicenow-test

Input#

There are no input arguments for this command.

Context Output#

There is no context output for this command.

Command Example#

!servicenow-test

Context Example#

{}

Human Readable Output#

Instance Configured Successfully#

servicenow-get-ticket#

Retrieves ticket information by ticket ID.

Base Command#

servicenow-get-ticket

Input#

Argument Name	Description	Required
id	Ticket system ID for which to retrieve information.	Optional
ticket_type	Ticket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident".	Optional
number	Ticket number to retrieve.	Optional
get_attachments	If "true" will retrieve ticket attachments. Default is "false".	Optional
custom_fields	Custom fields on which to query. For example: state_code=AR,time_zone=PST.	Optional
additional_fields	Additional fields to display in the War Room entry and incident context.	Optional

Context Output#

Path	Type	Description
ServiceNow.Ticket.ID	string	ServiceNow ticket ID.
ServiceNow.Ticket.OpenedBy	string	ServiceNow ticket opener ID.
ServiceNow.Ticket.CreatedOn	date	ServiceNow ticket creation date.
ServiceNow.Ticket.Assignee	string	ServiceNow ticket assignee ID.
ServiceNow.Ticket.State	string	ServiceNow ticket state.
ServiceNow.Ticket.Summary	string	ServiceNow ticket short summary.
ServiceNow.Ticket.Number	string	ServiceNow ticket number.
ServiceNow.Ticket.Active	boolean	ServiceNow ticket active.
ServiceNow.Ticket.AdditionalComments	string	ServiceNow ticket comments.
ServiceNow.Ticket.Priority	string	ServiceNow ticket priority.
ServiceNow.Ticket.OpenedAt	date	ServiceNow ticket opening time.
ServiceNow.Ticket.ResolvedBy	string	ServiceNow ticket resolver ID.
ServiceNow.Ticket.CloseCode	string	ServiceNow ticket close code.
File.Info	string	Attachment file info.
File.Name	string	Attachment file name.
File.Size	number	Attachment file size.
File.SHA1	string	Attachment file SHA1 hash.
File.SHA256	string	Attachment file SHA256 hash.
File.EntryID	string	Attachment file entry ID.
File.Type	string	Attachment file type.
File.MD5	string	Attachment file MD5 hash.

Command Example#

!servicenow-get-ticket number=INC0000040

Context Example#

{
    "ServiceNow": {
        "Ticket": {
            "Active": "true",
            "Assignee": "admin",
            "CreatedOn": "2020-01-26 00:43:54",
            "Creator": "admin",
            "ID": "id",
            "Number": "INC0000040",
            "OpenedAt": "2020-01-26 00:42:45",
            "OpenedBy": "admin",
            "Priority": "3 - Moderate",
            "State": "3",
            "Summary": "JavaScript error on hiring page of corporate website"
        }
    },
    "Ticket": {
        "Active": "true",
        "Assignee": "admin",
        "CreatedOn": "2020-01-26 00:43:54",
        "Creator": "admin",
        "ID": "id",
        "Number": "INC0000040",
        "OpenedAt": "2020-01-26 00:42:45",
        "OpenedBy": "admin",
        "Priority": "3 - Moderate",
        "State": "3",
        "Summary": "JavaScript error on hiring page of corporate website"
    }
}

Human Readable Output#

ServiceNow ticket#
System ID Number Impact Urgency Severity Priority State Created On Created By Active Description Opened At Short Description
id INC0000040 2 - Medium 2 - Medium 3 - Low 3 - Moderate 3 - On Hold 2020-01-26 00:43:54 admin true Seeing JavaScript error message on hiring page on Explorer and Firefox. 2020-01-26 00:42:45 JavaScript error on hiring page of corporate website

System ID	Number	Impact	Urgency	Severity	Priority	State	Created On	Created By	Active	Description	Opened At	Short Description
id	INC0000040	2 - Medium	2 - Medium	3 - Low	3 - Moderate	3 - On Hold	2020-01-26 00:43:54	admin	true	Seeing JavaScript error message on hiring page on Explorer and Firefox.	2020-01-26 00:42:45	JavaScript error on hiring page of corporate website

servicenow-create-ticket#

Creates new ServiceNow ticket.

Base Command#

servicenow-create-ticket

Input#

Argument Name	Description	Required
short_description	Short description of the ticket.	Optional
ticket_type	Ticket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident".	Optional
urgency	Ticket urgency. You can either select from the predefined options or enter another value, for example: "Urgent" or "5".	Optional
severity	Ticket severity. You can either select from the predefined options or enter another value, for example: "Urgent" or "5".	Optional
impact	Ticket impact.	Optional
active	Whether to set the ticket as Active. Can be "true" or "false".	Optional
activity_due	The ticket activity due date, in the format "2016-07-02 21:51:11".	Optional
additional_assignee_list	List of users assigned to the ticket.	Optional
approval_history	Ticket history approval.	Optional
approval_set	The ticket approval set date, in the format "2016-07-02 21:51:11".	Optional
assigned_to	User assigned to the ticket.	Optional
business_duration	Business duration, in the format: YYYY-MM-DD HH:MM:SS.	Optional
business_service	Business service.	Optional
business_stc	Business source.	Optional
calendar_duration	Calendar duration, in the format: YYYY-MM-DD HH:MM:SS.	Optional
caller_id	Caller ID (UID format).	Optional
category	Category of the ticket.	Optional
caused_by	UID Format	Optional
close_code	Ticket's close code. Can be "Solved (Work Around)", "Solved (Permanently)", "Solved Remotely (Work Around)", "Solved Remotely (Permanently)", "Not Solved (Not Reproducible)", "Not Solved (Too Costly)", or "Closed/Resolved by Caller".	Optional
close_notes	Close notes of the ticket.	Optional
closed_at	When the ticket was closed, in the format: YYYY-MM-DD HH:MM:SS.	Optional
closed_by	User who closed the ticket.	Optional
cmdb_ci	UID Format.	Optional
comments	Format type journal input.	Optional
comments_and_work_notes	Format type journal input.	Optional
company	Company (UID format).	Optional
contact_type	Contact type.	Optional
correlation_display	Correlation display.	Optional
correlation_id	Correlation ID.	Optional
delivery_plan	Delivery plan (UID format).	Optional
display	Whether to display comments, work notes, and so on. Can be "true" or "false".	Optional
description	Ticket description.	Optional
due_date	Ticket due date, in the format: YYYY-MM-DD HH:MM:SS.	Optional
escalation	Escalation	Optional
expected_start	Expected start date/time, in the format: YYYY-MM-DD HH:MM:SS.	Optional
follow_up	Follow up date/time, in the format: YYYY-MM-DD HH:MM:SS.	Optional
group_list	UID format list (group).	Optional
knowledge	Whether the ticket is solved in the knowledge base. Can be "true" or "false".	Optional
location	Location of the ticket.	Optional
made_sla	SLA of the ticket.	Optional
notify	Whether to be notified about this ticket. Can be "1" or "0".	Optional
order	Order number.	Optional
parent	UID Format	Optional
parent_incident	UID Format	Optional
problem_id	UID Format	Optional
reassignment_count	The number of users included in this ticket.	Optional
reopen_count	How many times the ticket has been reopened.	Optional
resolved_at	The date/time that the ticket was resolved, in the format: YYYY-MM-DD HH:MM:SS.	Optional
resolved_by	ID of the user that resolved the ticket.	Optional
rfc	UID	Optional
sla_due	SLA due date/time, in the format: YYYY-MM-DD HH:MM:SS.	Optional
subcategory	Ticket subcategory.	Optional
sys_updated_by	Last updated by.	Optional
sys_updated_on	Last date/time that the system was updated, in the format: YYYY-MM-DD HH:MM:SS.	Optional
user_input	Input from the end user.	Optional
watch_list	A list of watched tickets.	Optional
work_end	Format: YYYY-MM-DD HH:MM:SS	Optional
work_notes	Format journal list	Optional
work_notes_list	List work notes UIDs.	Optional
work_start	Date/time when work started on the ticket.	Optional
assignment_group	The sys_id of the group to assign.	Optional
incident_state	The number that represents the incident state.	Optional
number	Ticket number.	Optional
priority	Priority of the ticket.	Optional
template	Template name to use as a base to create new tickets.	Optional
custom_fields	Custom (user defined) fields in the format: fieldname1=value;fieldname2=value; custom fields start with a "u_".	Optional
change_type	Type of Change Request ticket. Can be "normal", "standard", or "emergency". Default is "normal".	Optional
state	State of the ticket, for example: "Closed" or "7" or "7 - Closed".	Optional
opened_at	Date/time the ticket was opened, in the format: YYYY-MM-DD HH:MM:SS.	Optional
caller	Caller system ID.	Optional
approval	Ticket approval.	Optional
additional_fields	Additional fields in the format: fieldname1=value;fieldname2=value;	Optional
input_display_value	Flag that indicates whether to set field values using the display value or the actual value. True will treat the input value as the display value. False treats the input values as actual values. The default setting is false.	Optional

For more information regarding the input_display_value Argument, please see: https://docs.servicenow.com/bundle/orlando-platform-administration/page/administer/exporting-data/concept/query-parameters-display-value.html

Context Output#

Path	Type	Description
ServiceNow.Ticket.ID	string	ServiceNow ticket ID.
ServiceNow.Ticket.OpenedBy	string	ServiceNow ticket opener ID.
ServiceNow.Ticket.CreatedOn	date	ServiceNow ticket creation date.
ServiceNow.Ticket.Assignee	string	ServiceNow ticket assignee ID.
ServiceNow.Ticket.State	string	ServiceNow ticket state.
ServiceNow.Ticket.Summary	string	ServiceNow ticket short summary.
ServiceNow.Ticket.Number	string	ServiceNow ticket number.
ServiceNow.Ticket.Active	boolean	ServiceNow ticket active.
ServiceNow.Ticket.AdditionalComments	string	ServiceNow ticket comments.
ServiceNow.Ticket.Priority	string	ServiceNow ticket priority.
ServiceNow.Ticket.OpenedAt	date	ServiceNow ticket opening time.
ServiceNow.Ticket.ResolvedBy	string	ServiceNow ticket resolver ID.
ServiceNow.Ticket.CloseCode	string	ServiceNow ticket close code.

Command Example#

!servicenow-create-ticket active=true severity="2 - Medium" short_description="Ticket example"

Context Example#

{
    "ServiceNow": {
        "Ticket": {
            "Active": "true",
            "CreatedOn": "2020-05-10 09:04:06",
            "Creator": "admin",
            "ID": "id",
            "Number": "INC0010002",
            "OpenedAt": "2020-05-10 09:04:06",
            "OpenedBy": "admin",
            "Priority": "5 - Planning",
            "State": "1",
            "Summary": "Ticket exmaple"
        }
    },
    "Ticket": {
        "Active": "true",
        "CreatedOn": "2020-05-10 09:04:06",
        "Creator": "admin",
        "ID": "id",
        "Number": "INC0010002",
        "OpenedAt": "2020-05-10 09:04:06",
        "OpenedBy": "admin",
        "Priority": "5 - Planning",
        "State": "1",
        "Summary": "Ticket example"
    }
}

Human Readable Output#

ServiceNow ticket was created successfully.#
System ID Number Impact Urgency Severity Priority State Created On Created By Active Opened At Short Description
id INC0010002 3 - Low 3 - Low 2 - Medium 5 - Planning 1 - New 2020-05-10 09:04:06 admin true 2020-05-10 09:04:06 Ticket example

System ID	Number	Impact	Urgency	Severity	Priority	State	Created On	Created By	Active	Opened At	Short Description
id	INC0010002	3 - Low	3 - Low	2 - Medium	5 - Planning	1 - New	2020-05-10 09:04:06	admin	true	2020-05-10 09:04:06	Ticket example

servicenow-update-ticket#

Updates the specified ticket.

Base Command#

servicenow-update-ticket

Input#

Argument Name	Description	Required
short_description	Short description of the ticket.	Optional
ticket_type	Ticket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident".	Optional
urgency	Ticket urgency. You can either select from the predefined options or enter another value, for example: "Urgent" or "5".	Optional
severity	Ticket severity. You can either select from the predefined options or enter another value, for example: "Urgent" or "5".	Optional
impact	Ticket impact.	Optional
active	Whether the ticket is Active. Can be "true" or "false".	Optional
activity_due	The ticket activity due date, in the format: "2016-07-02 21:51:11".	Optional
additional_assignee_list	List of users assigned to the ticket.	Optional
approval_history	Ticket history approval.	Optional
approval_set	The ticket approval set date/time, in the format: "2016-07-02 21:51:11".	Optional
assigned_to	User assigned to the ticket.	Optional
business_duration	Business duration, in the format: YYYY-MM-DD HH:MM:SS.	Optional
business_service	Business service.	Optional
business_stc	Business source.	Optional
calendar_duration	Calendar duration, in the format: YYYY-MM-DD HH:MM:SS.	Optional
caller_id	Caller ID (UID format).	Optional
category	Category name.	Optional
caused_by	UID format.	Optional
close_code	Ticket's close code. Ticket's close code. Can be "Solved (Work Around)", "Solved (Permanently)", "Solved Remotely (Work Around)", "Solved Remotely (Permanently)", "Not Solved (Not Reproducible)", "Not Solved (Too Costly)", or "Closed/Resolved by Caller".	Optional
close_notes	Close notes of the ticket.	Optional
closed_at	Date/time the ticket was closed, in the format: YYYY-MM-DD HH:MM:SS.	Optional
closed_by	User who closed the ticket.	Optional
cmdb_ci	UID Format.	Optional
comments	Format type journal input.	Optional
comments_and_work_notes	Format type journal input.	Optional
company	UID Format.	Optional
contact_type	Contact type.	Optional
correlation_display	Correlation display.	Optional
correlation_id	Correlation ID.	Optional
delivery_plan	UID Format.	Optional
display	Whether to display comments, work notes, and so on. Can be "true" or "false".	Optional
description	Ticket description.	Optional
due_date	Ticket due date, in the format: YYYY-MM-DD HH:MM:SS.	Optional
escalation	Escalation.	Optional
expected_start	Expected start date/time, in the format: YYYY-MM-DD HH:MM:SS.	Optional
follow_up	Follow up date/time, in the format: YYYY-MM-DD HH:MM:SS.	Optional
group_list	UID format list.	Optional
knowledge	Whether the ticket is solved in the knowledge base. Can be "true" or "false".	Optional
location	Location of the ticket.	Optional
made_sla	SLA of the ticket.	Optional
notify	Whether to be notified about this ticket. Can be "1" or "0".	Optional
order	Order number.	Optional
parent	Parent (UID format).	Optional
parent_incident	Parent incident (UID format).	Optional
problem_id	Problem ID (UID format).	Optional
reassignment_count	The number of users included in this ticket.	Optional
reopen_count	The number of times the ticket has been reopened.	Optional
resolved_at	Date/time the ticket was resolved, in the format: YYYY-MM-DD HH:MM:SS.	Optional
resolved_by	Resolved by (UID format).	Optional
rfc	UID	Optional
sla_due	SLA due date/time, in the format: YYYY-MM-DD HH:MM:SS.	Optional
subcategory	Ticket subcategory.	Optional
sys_updated_by	Last updated by	Optional
sys_updated_on	Date/time the system was last updated.	Optional
user_input	Input from the end user.	Optional
watch_list	A list of watched tickets.	Optional
work_end	Format: YYYY-MM-DD HH:MM:SS	Optional
work_notes	Format journal list.	Optional
work_notes_list	Comma-separated list of work notes UIDs.	Optional
work_start	Date/time when work started on the ticket.	Optional
assignment_group	Assignment group UID.	Optional
incident_state	Number representing the incident state.	Optional
number	Ticket number.	Optional
priority	Priority of the ticket.	Optional
id	System ID of the ticket to update.	Required
custom_fields	Custom (user defined) fields in the format: fieldname1=value;fieldname2=value; custom fields start with a "u_".	Optional
change_type	Type of Change Request ticket. Can be "normal", "standard", or "emergency". Default is "normal".	Optional
state	State of the ticket, for example: "Closed" or "7" or "7 - Closed".	Optional
caller	Caller system ID.	Optional
approval	Ticket approval.	Optional
additional_fields	Additional fields in the format: fieldname1=value;fieldname2=value;	Optional
input_display_value	Flag that indicates whether to set field values using the display value or the actual value. True will treat the input value as the display value. False treats the input values as actual values. The default setting is false.	Optional

Context Output#

There is no context output for this command.

Command Example#

!servicenow-update-ticket id=id severity="2 - Medium"

Context Example#

{
    "ServiceNow": {
        "Ticket": {
            "Active": "true",
            "Assignee": "admin",
            "CreatedOn": "2020-01-26 00:43:54",
            "Creator": "admin",
            "ID": "id",
            "Number": "INC0000040",
            "OpenedAt": "2020-01-26 00:42:45",
            "OpenedBy": "admin",
            "Priority": "3 - Moderate",
            "State": "3",
            "Summary": "JavaScript error on hiring page of corporate website"
        }
    }
}

Human Readable Output#

ServiceNow ticket updated successfully#
Ticket type: incident |Active|Created By|Created On|Description|Impact|Number|Opened At|Priority|Severity|Short Description|State|System ID|Urgency| |---|---|---|---|---|---|---|---|---|---|---|---|---| | true | admin | 2020-01-26 00:43:54 | Seeing JavaScript error message on hiring page on Explorer and Firefox. | 2 - Medium | INC0000040 | 2020-01-26 00:42:45 | 3 - Moderate | 2 - Medium | JavaScript error on hiring page of corporate website | 3 - On Hold | 471d4732a9fe198100affbf655e59172 | 2 - Medium |

servicenow-delete-ticket#

Deletes a ticket from ServiceNow.

Base Command#

servicenow-delete-ticket

Input#

Argument Name	Description	Required
id	Ticket System ID	Required
ticket_type	Ticket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item".	Optional

Context Output#

There is no context output for this command.

Command Example#

!servicenow-delete-ticket id=id

Context Example#

{}

Human Readable Output#

Ticket with ID id was successfully deleted.

servicenow-query-tickets#

Retrieves ticket information according to the supplied query.

Base Command#

servicenow-query-tickets

Input#

Argument Name	Description	Required
limit	The maximum number of tickets to retrieve.	Optional
ticket_type	Ticket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident".	Optional
query	The query to run. To learn about querying in ServiceNow, see https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/use/common-ui-elements/reference/r_OpAvailableFiltersQueries.html	Optional
offset	Starting record index to begin retrieving records from.	Optional
additional_fields	Additional fields to present in the War Room entry and incident context.	Optional
system_params	System parameters in the format: fieldname1=value;fieldname2=value. For example: "sysparm_display_value=true;sysparm_exclude_reference_link=True"	Optional

Context Output#

Path	Type	Description
Ticket.ID	string	The unique ticket identifier.
Ticket.Creator	string	A string field that indicates the user who created the ticket.
Ticket.CreatedOn	date	The date/time when the ticket was created.
Ticket.Assignee	string	Specifies the user assigned to complete the ticket. By default, this field uses a reference qualifier to only display users with the itil role.
Ticket.State	string	Status of the ticket.
Ticket.Summary	string	A human-readable title for the record.
Ticket.Number	string	The display value of the ticket.
Ticket.Active	boolean	Specifies whether work is still being done on a task or whether the work for the task is complete.
Ticket.AdditionalComments	Unknown	Comments about the task record.
Ticket.Priority	string	Specifies the ticket priority for the assignee.
Ticket.OpenedAt	date	The date/time when the ticket was first opened.
Ticket.Escalation	string	Indicates how long the ticket has been open.

Command Example#

!servicenow-query-tickets limit="3" query="impact<2^short_descriptionISNOTEMPTY" ticket_type="incident"

Context Example#

{
    "ServiceNow": {
        "Ticket": [
            {
                "Active": "false",
                "Assignee": "admin",
                "CloseCode": "Closed/Resolved by Caller",
                "CreatedOn": "2018-08-24 18:24:13",
                "Creator": "admin",
                "ID": "id",
                "Number": "INC0000001",
                "OpenedAt": "2020-01-23 23:09:51",
                "OpenedBy": "admin",
                "Priority": "1 - Critical",
                "ResolvedBy": "admin",
                "State": "7",
                "Summary": "Can't read email"
            },
            {
                "Active": "true",
                "Assignee": "admin",
                "CreatedOn": "2018-08-13 22:30:06",
                "Creator": "admin",
                "ID": "id",
                "Number": "INC0000002",
                "OpenedAt": "2020-01-17 23:07:12",
                "OpenedBy": "admin",
                "Priority": "1 - Critical",
                "State": "3",
                "Summary": "Network file shares access issue"
            },
            {
                "Active": "true",
                "Assignee": "admin",
                "CreatedOn": "2018-08-28 14:41:46",
                "Creator": "admin",
                "ID": "id",
                "Number": "INC0000003",
                "OpenedAt": "2020-01-24 23:07:30",
                "OpenedBy": "admin",
                "Priority": "1 - Critical",
                "State": "2",
                "Summary": "Wireless access is down in my area"
            }
        ]
    },
    "Ticket": [
        {
            "Active": "false",
            "Assignee": "admin",
            "CloseCode": "Closed/Resolved by Caller",
            "CreatedOn": "2018-08-24 18:24:13",
            "Creator": "admin",
            "ID": "id",
            "Number": "INC0000001",
            "OpenedAt": "2020-01-23 23:09:51",
            "OpenedBy": "admin",
            "Priority": "1 - Critical",
            "ResolvedBy": "admin",
            "State": "7",
            "Summary": "Can't read email"
        },
        {
            "Active": "true",
            "Assignee": "admin",
            "CreatedOn": "2018-08-13 22:30:06",
            "Creator": "admin",
            "ID": "id",
            "Number": "INC0000002",
            "OpenedAt": "2020-01-17 23:07:12",
            "OpenedBy": "admin",
            "Priority": "1 - Critical",
            "State": "3",
            "Summary": "Network file shares access issue"
        },
        {
            "Active": "true",
            "Assignee": "admin",
            "CreatedOn": "2018-08-28 14:41:46",
            "Creator": "admin",
            "ID": "id",
            "Number": "INC0000003",
            "OpenedAt": "2020-01-24 23:07:30",
            "OpenedBy": "admin",
            "Priority": "1 - Critical",
            "State": "2",
            "Summary": "Wireless access is down in my area"
        }
    ]
}

Human Readable Output#

ServiceNow tickets#
System ID Number Impact Urgency Severity Priority State Created On Created By Active Close Notes Close Code Description Opened At Resolved By Resolved At Short Description
id INC0000001 1 - High 1 - High 1 - High 1 - Critical 7 - Closed 2018-08-24 18:24:13 pat false Closed before close notes were made mandatory
Closed/Resolved by Caller User can't access email on mail.company.com.
2020-01-23 23:09:51 admin 2020-04-24 19:56:12 Can't read email
id INC0000002 1 - High 1 - High 1 - High 1 - Critical 3 - On Hold 2018-08-13 22:30:06 pat true User can't get to any of his files on the file server. 2020-01-17 23:07:12 Network file shares access issue
id INC0000003 1 - High 1 - High 1 - High 1 - Critical 2 - In Progress 2018-08-28 14:41:46 admin true I just moved from floor 2 to floor 3 and my laptop cannot connect to any wireless network. 2020-01-24 23:07:30 Wireless access is down in my area

System ID	Number	Impact	Urgency	Severity	Priority	State	Created On	Created By	Active	Close Notes	Close Code	Description	Opened At	Resolved By	Resolved At	Short Description
id	INC0000001	1 - High	1 - High	1 - High	1 - Critical	7 - Closed	2018-08-24 18:24:13	pat	false	Closed before close notes were made mandatory	Closed/Resolved by Caller	User can't access email on mail.company.com.	2020-01-23 23:09:51	admin	2020-04-24 19:56:12	Can't read email
id	INC0000002	1 - High	1 - High	1 - High	1 - Critical	3 - On Hold	2018-08-13 22:30:06	pat	true			User can't get to any of his files on the file server.	2020-01-17 23:07:12			Network file shares access issue
id	INC0000003	1 - High	1 - High	1 - High	1 - Critical	2 - In Progress	2018-08-28 14:41:46	admin	true			I just moved from floor 2 to floor 3 and my laptop cannot connect to any wireless network.	2020-01-24 23:07:30			Wireless access is down in my area

servicenow-add-link#

Adds a link to the specified ticket.

Base Command#

servicenow-add-link

Input#

Argument Name	Description	Required
id	Ticket System ID.	Required
ticket_type	Ticket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident".	Optional
link	The actual link to publish in ServiceNow ticket, in a valid URL format, for example, http://www.demisto.com.	Required
post-as-comment	Whether to publish the link as comment on the ticket. Can be "true" or "false". If false will publish the link as WorkNote.	Optional
text	The text to represent the link.	Optional

Context Output#

There is no context output for this command.

Command Example#

!servicenow-add-link id=id link="http://www.demisto.com" text=demsito_link

Context Example#

{}

Human Readable Output#

Link successfully added to ServiceNow ticket#
System ID Number Impact Urgency Severity Priority State Created On Created By Active Description Opened At Short Description
id INC0000040 2 - Medium 2 - Medium 2 - Medium 3 - Moderate 3 - On Hold 2020-01-26 00:43:54 admin true Seeing JavaScript error message on hiring page on Explorer and Firefox. 2020-01-26 00:42:45 JavaScript error on hiring page of corporate website

System ID	Number	Impact	Urgency	Severity	Priority	State	Created On	Created By	Active	Description	Opened At	Short Description
id	INC0000040	2 - Medium	2 - Medium	2 - Medium	3 - Moderate	3 - On Hold	2020-01-26 00:43:54	admin	true	Seeing JavaScript error message on hiring page on Explorer and Firefox.	2020-01-26 00:42:45	JavaScript error on hiring page of corporate website

servicenow-add-comment#

Adds a comment to the specified ticket, by ticket ID.

Base Command#

servicenow-add-comment

Input#

Argument Name	Description	Required
id	Ticket System ID.	Required
ticket_type	Ticket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident".	Optional
comment	Comment to add.	Required
post-as-comment	Whether to publish the note as comment on the ticket. Can be "true" or "false". Default is "false".	Optional

Context Output#

There is no context output for this command.

Command Example#

!servicenow-add-comment id=id comment="Nice work!"

Context Example#

{}

Human Readable Output#

Comment successfully added to ServiceNow ticket#
System ID Number Impact Urgency Severity Priority State Created On Created By Active Description Opened At Short Description
id INC0000040 2 - Medium 2 - Medium 2 - Medium 3 - Moderate 3 - On Hold 2020-01-26 00:43:54 admin true Seeing JavaScript error message on hiring page on Explorer and Firefox. 2020-01-26 00:42:45 JavaScript error on hiring page of corporate website

System ID	Number	Impact	Urgency	Severity	Priority	State	Created On	Created By	Active	Description	Opened At	Short Description
id	INC0000040	2 - Medium	2 - Medium	2 - Medium	3 - Moderate	3 - On Hold	2020-01-26 00:43:54	admin	true	Seeing JavaScript error message on hiring page on Explorer and Firefox.	2020-01-26 00:42:45	JavaScript error on hiring page of corporate website

servicenow-upload-file#

Uploads a file to the specified ticket.

Base Command#

servicenow-upload-file

Input#

Argument Name	Description	Required
id	Ticket System ID.	Required
ticket_type	Ticket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident".	Optional
file_id	War Room entry ID that includes the file.	Required
file_name	Filename of the uploaded file to override the existing file name in the entry.	Optional

Context Output#

Path	Type	Description
ServiceNow.Ticket.File.Filename	string	Name of the file.
ServiceNow.Ticket.File.Link	string	Download link for the file.
ServiceNow.Ticket.File.SystemID	string	System ID of the file.

Command Example#

Human Readable Output#

servicenow-get-record#

Retrieves record information, by record ID.

Base Command#

servicenow-get-record

Input#

Argument Name	Description	Required
id	Record System ID.	Required
fields	Comma-separated list of table fields to display and output to the context, for example: name,tag,company. ID field is added by default.	Optional
table_name	The name of the table from which to get the record.	Required

Context Output#

Path	Type	Description
ServiceNow.Record.ID	string	The unique record identifier for the record.
ServiceNow.Record.UpdatedBy	string	A string field that indicates the user who most recently updated the record.
ServiceNow.Record.UpdatedAt	date	A time-stamp field that indicates the date and time of the most recent update.
ServiceNow.Record.CreatedBy	string	A string field that indicates the user who created the record.
ServiceNow.Record.CreatedOn	date	A time-stamp field that indicates when a record was created.

Command Example#

!servicenow-get-record table_name=alm_asset id=id fields=asset_tag,sys_updated_by,display_name

Context Example#

{
    "ServiceNow": {
        "Record": {
            "ID": "id",
            "asset_tag": "P1000807",
            "display_name": "P1000807 - Apple MacBook Pro 17\"",
            "sys_updated_by": "system"
        }
    }
}

Human Readable Output#

ServiceNow record#
ID asset_tag display_name sys_updated_by
id P1000807 P1000807 - Apple MacBook Pro 17" system

ID	asset_tag	display_name	sys_updated_by
id	P1000807	P1000807 - Apple MacBook Pro 17"	system

servicenow-query-table#

Queries the specified table in ServiceNow.

Base Command#

servicenow-query-table

Input#

Argument Name	Description	Required
table_name	The name of the table to query	Required
limit	The maximum number of tickets to retrieve.	Optional
query	The query to run. For more information about querying in ServiceNow, see https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/use/common-ui-elements/reference/r_OpAvailableFiltersQueries.html	Optional
fields	Comma-separated list of table fields to display and output to the context, for example: name,tag,company. ID field is added by default.	Optional
offset	Starting record index to begin retrieving records from.	Optional
system_params	System parameters in the format: fieldname1=value;fieldname2=value. For example: "sysparm_display_value=true;sysparm_exclude_reference_link=True"	Optional

Context Output#

Path	Type	Description
ServiceNow.Results.ID	string	The unique record identifier for the record.
ServiceNow.Results.UpdatedBy	string	A string field that indicates the user who most recently updated the record.
ServiceNow.Results.UpdatedAt	date	A time-stamp field that indicates the date and time of the most recent update.
ServiceNow.Results.CreatedBy	string	A string field that indicates the user who created the record.
ServiceNow.Results.CreatedOn	date	A time-stamp field that indicates when a record was created.

Command Example#

!servicenow-query-table table_name=alm_asset fields=asset_tag,sys_updated_by,display_name query=display_nameCONTAINSMacBook limit=4

Context Example#

{
    "ServiceNow": {
        "Record": [
            {
                "ID": "id",
                "asset_tag": "P1000637",
                "display_name": "P1000637 - Apple MacBook Air 13\"",
                "sys_updated_by": "system"
            },
            {
                "ID": "id",
                "asset_tag": "P1000412",
                "display_name": "P1000412 - Apple MacBook Pro 17\"",
                "sys_updated_by": "system"
            },
            {
                "ID": "id",
                "asset_tag": "P1000563",
                "display_name": "P1000563 - Apple MacBook Pro 15\"",
                "sys_updated_by": "system"
            },
            {
                "ID": "id",
                "asset_tag": "P1000626",
                "display_name": "P1000626 - Apple MacBook Air 13\"",
                "sys_updated_by": "system"
            }
        ]
    }
}

Human Readable Output#

ServiceNow records#
ID asset_tag display_name sys_updated_by
id P1000637 P1000637 - Apple MacBook Air 13" system
id P1000412 P1000412 - Apple MacBook Pro 17" system
id P1000563 P1000563 - Apple MacBook Pro 15" system
id P1000626 P1000626 - Apple MacBook Air 13" system

ID	asset_tag	display_name	sys_updated_by
id	P1000637	P1000637 - Apple MacBook Air 13"	system
id	P1000412	P1000412 - Apple MacBook Pro 17"	system
id	P1000563	P1000563 - Apple MacBook Pro 15"	system
id	P1000626	P1000626 - Apple MacBook Air 13"	system

servicenow-create-record#

Creates a new record in the specified ServiceNow table.

Base Command#

servicenow-create-record

Input#

Argument Name	Description	Required
table_name	The name of the table in which to create a record.	Required
fields	Fields and their values to create the record with, in the format: fieldname1=value;fieldname2=value;...	Optional
custom_fields	Custom (user defined) fields in the format: fieldname1=value;fieldname2=value;...	Optional
input_display_value	Flag that indicates whether to set field values using the display value or the actual value. True will treat the input value as the display value. False treats the input values as actual values. The default setting is false.	Optional

Context Output#

Path	Type	Description
ServiceNow.Record.ID	string	The unique record identifier for the record.
ServiceNow.Record.UpdatedBy	string	A string field that indicates the user who most recently updated the record.
ServiceNow.Record.UpdatedAt	date	A time-stamp field that indicates the date and time of the most recent update.
ServiceNow.Record.CreatedBy	string	A string field that indicates the user who created the record.
ServiceNow.Record.CreatedOn	date	A time-stamp field that indicates when a record was created.

Command Example#

!servicenow-create-record table_name=alm_asset fields="asset_tag=P1000807"

Context Example#

{
    "ServiceNow": {
        "Record": {
            "CreatedAt": "2020-05-10 09:04:27",
            "CreatedBy": "admin",
            "ID": "id",
            "UpdatedAt": "2020-05-10 09:04:27",
            "UpdatedBy": "admin"
        }
    }
}

Human Readable Output#

ServiceNow record created successfully#
CreatedAt CreatedBy ID UpdatedAt UpdatedBy
2020-05-10 09:04:27 admin id 2020-05-10 09:04:27 admin

CreatedAt	CreatedBy	ID	UpdatedAt	UpdatedBy
2020-05-10 09:04:27	admin	id	2020-05-10 09:04:27	admin

servicenow-update-record#

Updates a record in the specified ServiceNow table.

Base Command#

servicenow-update-record

Input#

Argument Name	Description	Required
table_name	The name of the table to update the record in.	Required
id	The system ID of the ticket to update.	Required
fields	Fields and their values to update in the record, in the format: fieldname1=value;fieldname2=value;...	Optional
custom_fields	Custom (user defined) fields and their values to update in the record, in the format: fieldname1=value;fieldname2=value;...	Optional
input_display_value	Flag that indicates whether to set field values using the display value or the actual value. True will treat the input value as the display value. False treats the input values as actual values. The default setting is false.	Optional

Context Output#

Path	Type	Description
ServiceNow.Record.ID	string	The unique record identifier for the record.
ServiceNow.Record.UpdatedBy	string	A string field that indicates the user who most recently updated the record.
ServiceNow.Record.UpdatedAt	date	A time-stamp field that indicates the date and time of the most recent update.
ServiceNow.Record.CreatedBy	string	A string field that indicates the user who created the record.
ServiceNow.Record.CreatedOn	date	A time-stamp field that indicates when a record was created.

Command Example#

!servicenow-update-record table_name=alm_asset id=id custom_fields="display_name=test4"

Context Example#

{
    "ServiceNow": {
        "Record": {
            "CreatedAt": "2019-07-16 08:14:09",
            "CreatedBy": "admin",
            "ID": "id",
            "UpdatedAt": "2020-05-09 19:08:42",
            "UpdatedBy": "system"
        }
    }
}

Human Readable Output#

ServiceNow record with ID 01a92c0d3790200044e0bfc8bcbe5d36 updated successfully#
CreatedAt CreatedBy ID UpdatedAt UpdatedBy
2019-07-16 08:14:09 admin id 2020-05-09 19:08:42 system

CreatedAt	CreatedBy	ID	UpdatedAt	UpdatedBy
2019-07-16 08:14:09	admin	id	2020-05-09 19:08:42	system

servicenow-delete-record#

Deletes a record in the specified ServiceNow table.

Base Command#

servicenow-delete-record

Input#

Argument Name	Description	Required
table_name	The table name.	Required
id	The system ID of the ticket to delete.	Required

Context Output#

There is no context output for this command.

Command Example#

!servicenow-delete-record table_name=alm_asset id=id

Context Example#

{}

Human Readable Output#

ServiceNow record with ID id was successfully deleted.

servicenow-list-table-fields#

Lists API fields for the specified ServiceNow table.

Base Command#

servicenow-list-table-fields

Input#

Argument Name	Description	Required
table_name	Table name	Required

Context Output#

Path	Type	Description
ServiceNow.Field	string	Table API field name.

Command Example#

!servicenow-list-table-fields table_name=alm_asset

Context Example#

{
    "ServiceNow": {
        "Field": [
            {
                "Name": "parent"
            },
            {
                "Name": "skip_sync"
            },
            {
                "Name": "residual_date"
            },
            {
                "Name": "residual"
            },
            {
                "Name": "sys_updated_on"
            },
            {
                "Name": "request_line"
            },
            {
                "Name": "sys_updated_by"
            },
            {
                "Name": "due_in"
            },
            {
                "Name": "model_category"
            },
            {
                "Name": "sys_created_on"
            },
            {
                "Name": "sys_domain"
            },
            {
                "Name": "disposal_reason"
            },
            {
                "Name": "model"
            },
            {
                "Name": "install_date"
            },
            {
                "Name": "gl_account"
            },
            {
                "Name": "invoice_number"
            },
            {
                "Name": "sys_created_by"
            },
            {
                "Name": "warranty_expiration"
            },
            {
                "Name": "depreciated_amount"
            },
            {
                "Name": "substatus"
            },
            {
                "Name": "pre_allocated"
            },
            {
                "Name": "owned_by"
            },
            {
                "Name": "checked_out"
            },
            {
                "Name": "display_name"
            },
            {
                "Name": "sys_domain_path"
            },
            {
                "Name": "delivery_date"
            },
            {
                "Name": "retirement_date"
            },
            {
                "Name": "beneficiary"
            },
            {
                "Name": "install_status"
            },
            {
                "Name": "cost_center"
            },
            {
                "Name": "supported_by"
            },
            {
                "Name": "assigned"
            },
            {
                "Name": "purchase_date"
            },
            {
                "Name": "work_notes"
            },
            {
                "Name": "managed_by"
            },
            {
                "Name": "sys_class_name"
            },
            {
                "Name": "sys_id"
            },
            {
                "Name": "po_number"
            },
            {
                "Name": "stockroom"
            },
            {
                "Name": "checked_in"
            },
            {
                "Name": "resale_price"
            },
            {
                "Name": "vendor"
            },
            {
                "Name": "company"
            },
            {
                "Name": "retired"
            },
            {
                "Name": "justification"
            },
            {
                "Name": "department"
            },
            {
                "Name": "expenditure_type"
            },
            {
                "Name": "depreciation"
            },
            {
                "Name": "assigned_to"
            },
            {
                "Name": "depreciation_date"
            },
            {
                "Name": "old_status"
            },
            {
                "Name": "comments"
            },
            {
                "Name": "cost"
            },
            {
                "Name": "quantity"
            },
            {
                "Name": "acquisition_method"
            },
            {
                "Name": "ci"
            },
            {
                "Name": "sys_mod_count"
            },
            {
                "Name": "old_substatus"
            },
            {
                "Name": "sys_tags"
            },
            {
                "Name": "order_date"
            },
            {
                "Name": "support_group"
            },
            {
                "Name": "reserved_for"
            },
            {
                "Name": "due"
            },
            {
                "Name": "location"
            },
            {
                "Name": "lease_id"
            },
            {
                "Name": "salvage_value"
            }
        ]
    }
}

Human Readable Output#

ServiceNow Table fields - alm_asset#
Name
parent
skip_sync
residual_date
residual
sys_updated_on
request_line
sys_updated_by
due_in
model_category
sys_created_on
sys_domain
disposal_reason
model
install_date
gl_account
invoice_number
sys_created_by
warranty_expiration
depreciated_amount
substatus
pre_allocated
owned_by
checked_out
display_name
sys_domain_path
delivery_date
retirement_date
beneficiary
install_status
cost_center
supported_by
assigned
purchase_date
work_notes
managed_by
sys_class_name
sys_id
po_number
stockroom
checked_in
resale_price
vendor
company
retired
justification
department
expenditure_type
depreciation
assigned_to
depreciation_date
old_status
comments
cost
quantity
acquisition_method
ci
sys_mod_count
old_substatus
sys_tags
order_date
support_group
reserved_for
due
location
lease_id
salvage_value

Name
parent
skip_sync
residual_date
residual
sys_updated_on
request_line
sys_updated_by
due_in
model_category
sys_created_on
sys_domain
disposal_reason
model
install_date
gl_account
invoice_number
sys_created_by
warranty_expiration
depreciated_amount
substatus
pre_allocated
owned_by
checked_out
display_name
sys_domain_path
delivery_date
retirement_date
beneficiary
install_status
cost_center
supported_by
assigned
purchase_date
work_notes
managed_by
sys_class_name
sys_id
po_number
stockroom
checked_in
resale_price
vendor
company
retired
justification
department
expenditure_type
depreciation
assigned_to
depreciation_date
old_status
comments
cost
quantity
acquisition_method
ci
sys_mod_count
old_substatus
sys_tags
order_date
support_group
reserved_for
due
location
lease_id
salvage_value

servicenow-query-computers#

Queries the cmdb_ci_computer table in ServiceNow.

Base Command#

servicenow-query-computers

Input#

Argument Name	Description	Required
computer_id	Query by computer sys_id.	Optional
computer_name	Query by computer name.	Optional
query	Query by specified query, for more information about querying in ServiceNow, see https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/use/common-ui-elements/reference/r_OpAvailableFiltersQueries.html	Optional
asset_tag	Query by asset tag.	Optional
limit	Maximum number of query results. Default is 10.	Optional
offset	Starting record index to begin retrieving records from.	Optional

Context Output#

Path	Type	Description
ServiceNow.Computer.ID	string	Computer system ID.
ServiceNow.Computer.AssetTag	string	Computer Asset tag.
ServiceNow.Computer.Name	string	Computer name.
ServiceNow.Computer.DisplayName	string	Computer display name.
ServiceNow.Computer.SupportGroup	string	Computer support group.
ServiceNow.Computer.OperatingSystem	string	Computer operating system.
ServiceNow.Computer.Company	string	Computer company system ID.
ServiceNow.Computer.AssignedTo	string	Computer assigned to user system ID.
ServiceNow.Computer.State	string	Computer state.
ServiceNow.Computer.Cost	string	Computer cost.
ServiceNow.Computer.Comments	string	Computer comments.

Command Example#

!servicenow-query-computers asset_tag=P1000412

Context Example#

{
    "ServiceNow": {
        "Computer": {
            "AssetTag": "P1000412",
            "AssignedTo": "admin",
            "Company": "admin",
            "Cost": "2499.99 USD",
            "DisplayName": "P1000412 - MacBook Pro 17\"",
            "ID": "id",
            "Name": "MacBook Pro 17\"",
            "OperatingSystem": "Mac OS 10 (OS/X)",
            "State": "In use"
        }
    }
}

Human Readable Output#

ServiceNow Computers#
ID Asset Tag Name Display Name Operating System Company Assigned To State Cost
id P1000412 MacBook Pro 17" P1000412 - MacBook Pro 17" Mac OS 10 (OS/X) admin admin In use 2499.99 USD

ID	Asset Tag	Name	Display Name	Operating System	Company	Assigned To	State	Cost
id	P1000412	MacBook Pro 17"	P1000412 - MacBook Pro 17"	Mac OS 10 (OS/X)	admin	admin	In use	2499.99 USD

servicenow-query-groups#

Queries the sys_user_group table in ServiceNow.

Base Command#

servicenow-query-groups

Input#

Argument Name	Description	Required
group_id	Query by group system ID.	Optional
group_name	Query by group name.	Optional
query	Query by specified query, for more information about querying in ServiceNow, see https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/use/common-ui-elements/reference/r_OpAvailableFiltersQueries.html	Optional
limit	Maximum number of query results. Default is 10.	Optional
offset	Starting record index to begin retrieving records from.	Optional

Context Output#

Path	Type	Description
ServiceNow.Group.ID	string	Group system ID.
ServiceNow.Group.Description	string	Group description.
ServiceNow.Group.Name	string	Group name.
ServiceNow.Group.Manager	string	Group manager system ID.
ServiceNow.Group.Updated	date	Date/time the group was last updated.

Command Example#

!servicenow-query-groups group_name=test1

Context Example#

{}

Human Readable Output#

No groups found.

servicenow-query-users#

Queries the sys_user table in ServiceNow.

Base Command#

servicenow-query-users

Input#

Argument Name	Description	Required
user_id	Query by user system ID.	Optional
user_name	Query by username.	Optional
query	Query by specified query, for more information about querying in ServiceNow, see https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/use/common-ui-elements/reference/r_OpAvailableFiltersQueries.html	Optional
limit	Maximum number of query results. Default is 10.	Optional
offset	Starting record index to begin retrieving records from.	Optional

Context Output#

Path	Type	Description
ServiceNow.User.ID	string	User system ID.
ServiceNow.User.Name	string	User name (first and last).
ServiceNow.User.UserName	string	User username.
ServiceNow.User.Email	string	User email address.
ServiceNow.User.Created	date	Date/time the user was created.
ServiceNow.User.Updated	date	Date/time the user was last updated.

Command Example#

!servicenow-query-users user_name=sean.bonnet

Context Example#

{
    "ServiceNow": {
        "User": {
            "Created": "2012-02-18 03:04:50",
            "Email": "sean.bonnet@example.com",
            "ID": "id",
            "Name": "Sean Bonnet",
            "Updated": "2020-04-25 19:01:46",
            "UserName": "sean.bonnet"
        }
    }
}

Human Readable Output#

ServiceNow Users#
ID Name User Name Email Created Updated
id Sean Bonnet sean.bonnet sean.bonnet@example.com 2012-02-18 03:04:50 2020-04-25 19:01:46

ID	Name	User Name	Email	Created	Updated
id	Sean Bonnet	sean.bonnet	sean.bonnet@example.com	2012-02-18 03:04:50	2020-04-25 19:01:46

servicenow-get-table-name#

Gets table names by a label to use in commands.

Base Command#

servicenow-get-table-name

Input#

Argument Name	Description	Required
label	The table label, for example: Asset, Incident, IP address, and so on.	Required
limit	Maximum number of query results. Default is 10.	Optional
offset	Starting record index to begin retrieving records from.	Optional

Context Output#

Path	Type	Description
ServiceNow.Table.ID	string	Table system ID.
ServiceNow.Table.Name	string	Table name to use in commands, for example: alm_asset.
ServiceNow.Table.SystemName	string	Table system name, for example: Asset.

Command Example#

!servicenow-get-table-name label=ACE

Context Example#

{
    "ServiceNow": {
        "Table": {
            "ID": "id",
            "Name": "cmdb_ci_lb_ace",
            "SystemName": "CMDB CI Lb Ace"
        }
    }
}

Human Readable Output#

ServiceNow Tables for label - ACE#
ID Name System Name
id cmdb_ci_lb_ace CMDB CI Lb Ace

ID	Name	System Name
id	cmdb_ci_lb_ace	CMDB CI Lb Ace

servicenow-get-ticket-notes#

Gets notes from the specified ServiceNow ticket. "Read permissions" are required for the sys_journal_field table.

Base Command#

servicenow-get-ticket-notes

Input#

Argument Name	Description	Required
id	Ticket System ID.	Required
limit	Maximum number of ticket notes. Default is 10.	Optional
offset	Offset of the ticket notes.	Optional

Context Output#

Path	Type	Description
ServiceNow.Ticket.ID	string	Ticket ID.
ServiceNow.Ticket.Note.Value	unknown	Ticket note value.
ServiceNow.Ticket.Note.CreatedOn	date	Date/time the ticket note was created.
ServiceNow.Ticket.Note.CreatedBy	string	User that created the ticket note.
ServiceNow.Ticket.Note.Type	string	Ticket note type.

Command Example#

!servicenow-get-ticket-notes id=id

Context Example#

{
    "ServiceNow": {
        "Ticket": {
            "ID": "id",
            "Note": [
                {
                    "CreatedBy": "admin",
                    "CreatedOn": "2020-01-26 00:43:54",
                    "Type": "Comment",
                    "Value": "JavaScript error (line 202) on the home page. Not sure what is\n\t\t\tgoing on, does not happen on my Windows machine!\n\t\t"
                },
                {
                    "CreatedBy": "admin",
                    "CreatedOn": "2020-04-17 23:12:43",
                    "Type": "Comment",
                    "Value": "Added an attachment"
                },
                {
                    "CreatedBy": "admin",
                    "CreatedOn": "2020-05-10 09:04:15",
                    "Type": "Work Note",
                    "Value": "[code]<a class=\"web\" target=\"_blank\" href=\"http://www.demisto.com\" >demsito_link</a>[/code]"
                },
                {
                    "CreatedBy": "admin",
                    "CreatedOn": "2020-05-10 09:04:18",
                    "Type": "Work Note",
                    "Value": "Nice work!"
                }
            ]
        }
    }
}

Human Readable Output#

ServiceNow notes for ticket 471d4732a9fe198100affbf655e59172#
Value Created On Created By Type
JavaScript error (line 202) on the home page. Not sure what is
going on, does not happen on my Windows machine!
2020-01-26 00:43:54 admin Comment
Added an attachment 2020-04-17 23:12:43 admin Comment
[code]demsito_link[/code] 2020-05-10 09:04:15 admin Work Note
Nice work! 2020-05-10 09:04:18 admin Work Note

Value	Created On	Created By	Type
JavaScript error (line 202) on the home page. Not sure what is going on, does not happen on my Windows machine!	2020-01-26 00:43:54	admin	Comment
Added an attachment	2020-04-17 23:12:43	admin	Comment
[code]demsito_link[/code]	2020-05-10 09:04:15	admin	Work Note
Nice work!	2020-05-10 09:04:18	admin	Work Note

servicenow-add-tag#

Adds a tag to a ticket. The tag will be visible in the label_entry table and can be retrieved using the "!servicenow-query-table table_name=label_entry fields=title,table,sys_id,id_display,id_type" command.

Base Command#

servicenow-add-tag

Input#

Argument Name	Description	Required
id	Ticket System ID.	Required
tag_id	Tag system ID. Can be retrieved using the "!servicenow-query-table table_name=label fields=name,active,sys_id" command.	Required
title	Tag title. For example: "Incident - INC000001".	Required
ticket_type	Ticket type. Can be "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item". Default is "incident".	Optional

Context Output#

Path	Type	Description
ServiceNow.Ticket.ID	String	The unique ticket identifier.
ServiceNow.Ticket.TagTitle	String	Ticket tag title.
ServiceNow.Ticket.TagID	String	Ticket tag ID.

servicenow-query-items#

Queries the sc_cat_item table in ServiceNow.

Base Command#

servicenow-query-items

Input#

Argument Name	Description	Required
name	Query by name. Does not require an exact match.	Optional
offset	Starting record index to begin retrieving records from.	Optional
limit	Maximum number of query results. Default is 10.	Optional

Context Output#

Path	Type	Description
ServiceNow.CatalogItem.ID	String	Catalog item system ID.
ServiceNow.CatalogItem.Name	String	Catalog item name.
ServiceNow.CatalogItem.Description	String	Catalog item description.
ServiceNow.CatalogItem.Price	Number	Catalog item price.

Command Example#

!servicenow-query-items name=laptop limit=2

Context Example#

{
    "ServiceNow": {
        "CatalogItem": [
            {
                "Description": "Lenovo - Carbon x1",
                "ID": "id",
                "Name": "Standard Laptop",
                "Price": "1100"
            },
            {
                "Description": "Dell XPS 13",
                "ID": "id",
                "Name": "Development Laptop (PC)",
                "Price": "1100"
            }
        ]
    }
}

Human Readable Output#

ServiceNow Catalog Items#
ID Name Price Description
id Standard Laptop 1100 Lenovo - Carbon x1
id Development Laptop (PC) 1100 Dell XPS 13

servicenow-get-item-details#

Retrieves item details by system ID.

Base Command#

servicenow-get-item-details

Input#

Argument Name	Description	Required
id	Catalog item system ID.	Required

Context Output#

Path	Type	Description
ServiceNow.CatalogItem.ID	String	Catalog item system ID.
ServiceNow.CatalogItem.Name	String	Catalog item name.
ServiceNow.CatalogItem.Description	String	Catalog item description.
ServiceNow.CatalogItem.Price	Number	Catalog item price.
ServiceNow.CatalogItem.Variables.Mandatory	Boolean	Is the variable mandatory as part of the ordering process.
ServiceNow.CatalogItem.Variables.Name	String	A name to identify the question.
ServiceNow.CatalogItem.Variables.Question	String	Question to ask users ordering the catalog item.
ServiceNow.CatalogItem.Variables.Type	String	The variable type.

Command Example#

!servicenow-get-item-details id=id

Context Example#

{
    "ServiceNow": {
        "CatalogItem": {
            "Description": "Dell XPS 13",
            "ID": "id",
            "Name": "Development Laptop (PC)",
            "Price": "$1,000.00",
            "Variables": [
                {
                    "Mandatory": false,
                    "Name": "hard_drive",
                    "Question": "What size solid state drive do you want?",
                    "Type": "Multiple Choice"
                },
                {
                    "Mandatory": false,
                    "Name": "requested_os",
                    "Question": "Please specify an operating system",
                    "Type": "Multiple Choice"
                }
            ]
        }
    }
}

Human Readable Output#

ServiceNow Catalog Item#
ID Name Description
id Development Laptop (PC) Dell XPS 13
Item Variables#
Question Type Name Mandatory
What size solid state drive do you want? Multiple Choice hard_drive false
Please specify an operating system Multiple Choice requested_os false

servicenow-create-item-order#

Orders the specified catalog item.

Base Command#

servicenow-create-item-order

Input#

Argument Name	Description	Required
id	Catalog item system ID.	Required
quantity	Quantity of the item to order.	Required
variables	If there are mandatory variables defined for the item, they must be passed to the endpoint. Can be retrieved using the servicenow-get-item-details command. For example, var1=value1;var2=value2.	Optional

Context Output#

Path	Type	Description
ServiceNow.OrderRequest.ID	String	Generated request system ID.
ServiceNow.OrderRequest.RequestNumber	String	Number of the generated request.

Command Example#

!servicenow-create-item-order id=id quantity=1 variables="hard_drive=16GB;requested_os=linux"

Context Example#

{
    "ServiceNow": {
        "OrderRequest": {
            "ID": "id",
            "RequestNumber": "REQ0010004"
        }
    }
}

Human Readable Output#

ServiceNow Order Request#
ID Request Number
id REQ0010004

servicenow-document-route-to-queue#

Documents a route to a queue. Requires an installation of the Advanced Work Assignments plugin. An active queue and service channel to the designated table.

Base Command#

servicenow-document-route-to-queue

Input#

Argument Name	Description	Required
queue_id	Queue ID. Can be retrieved using the "!servicenow-query-table table_name=awa_queue fields=name,number,order" command.	Required
document_table	Document table.	Optional
document_id	Document ID.	Required

Context Output#

Path	Type	Description
ServiceNow.WorkItem.WorkItemID	String	Unique ID of the work item assigned to the queue.
ServiceNow.WorkItem.DocumentTable	String	Name of the table associated with the document
ServiceNow.WorkItem.DocumentID	String	Unique ID of the document to be routed to the queue.
ServiceNow.WorkItem.QueueID	String	Unique ID of the queue on which to route a document.
ServiceNow.WorkItem.DisplayName	String	Name of the document to be routed by this work item, for example: case record.

get-mapping-fields#

Returns the list of fields for an incident type. This command is for debugging purposes.

Base Command#

get-mapping-fields

Input#

There are no input arguments for this command.

Context Output#

There is no context output for this command.

get-remote-data#

Get remote data from a remote incident. This method does not update the current incident, and should be used for debugging purposes.

Base Command#

get-remote-data

Input#

Argument Name	Description	Required
id	The ticket ID.	Required
lastUpdate	Retrieve entries that were created after lastUpdate.	Required

Context Output#

There is no context output for this command.

Troubleshooting#

Ensure that the date and time in SNOW are the same as the date and time in XSOAR to prevent mirroring issues.
If the date displayed in the layout is incorrect, please follow these steps to resolve the issue:

Navigate to the incoming-mapper which you are using.
In every field which uses the DateStringToISOFormat script, change the argument dayfirst to be true.

ID	Name	Price	Description
id	Standard Laptop	1100	Lenovo - Carbon x1
id	Development Laptop (PC)	1100	Dell XPS 13

Question	Type	Name	Mandatory
What size solid state drive do you want?	Multiple Choice	hard_drive	false
Please specify an operating system	Multiple Choice	requested_os	false

PAN-OS

Cortex Data Lake

Cortex XSOAR

PAN-OS

Cortex Data Lake

Cortex XSOAR

Use cases#

Wrapper Scripts#

Configure ServiceNow v2 on Cortex XSOAR#

Instance Creation Flow#

OAuth 2.0 Authorization#

Using Multi Factor Authentication (MFA)#

Fetch Incidents#

Configure Incident Mirroring#

STEP 1 - Modify the incoming mapper.#

5 fields have been added to support the mirroring feature:#

STEP 2 - Modify the outgoing mapper.#

STEP 3 - Create an incident in ServiceNow. For purposes of this use case, it can be a very simple incident#

STEP 4 - In Cortex XSOAR, the new ticket will be ingested in approximately one minute.#

Commands#

servicenow-login#

Base Command#

Input#

Context Output#

Command Example#

Context Example#

Human Readable Output#

Logged in successfully#

servicenow-test#

Base Command#

Input#

Context Output#

Command Example#

Context Example#

Human Readable Output#

Instance Configured Successfully#

servicenow-get-ticket#

Base Command#

Input#

Context Output#

Command Example#

Context Example#

Human Readable Output#

ServiceNow ticket#

servicenow-create-ticket#

Base Command#

Input#

Context Output#

Command Example#

Context Example#

Human Readable Output#

ServiceNow ticket was created successfully.#

servicenow-update-ticket#

Base Command#

Input#

Context Output#

Command Example#

Context Example#

Human Readable Output#

ServiceNow ticket updated successfully#

servicenow-delete-ticket#

Base Command#

Input#

Context Output#

Command Example#

Context Example#

Human Readable Output#

servicenow-query-tickets#

Base Command#

Input#

Context Output#

Command Example#

Context Example#

Human Readable Output#

ServiceNow tickets#

servicenow-add-link#

Base Command#

Input#

Context Output#

Command Example#