ServiceNow Pack.#This Playbook is part of the
Supported Cortex XSOAR versions: 6.0.0 and later.
Create ServiceNow Ticket allows you to open new tickets as a task from a parent playbook. When creating the ticket, you can decide to update based on on the ticket's state, which will wait for the ticket to resolve or close with StatePolling. Alternatively, you can select to mirror the ServiceNow ticket and incident fields. To apply either of these options, set the SyncTicket value in the playbook inputs to one of the following options:
- Leave Blank to use none.
This playbook uses the following sub-playbooks, integrations, and scripts.
- ServiceNow Ticket State Polling
- Mirror ServiceNow Ticket
- ServiceNow v2
This playbook does not use any scripts.
|Category||Set the category of the ServiceNow Ticket.||Optional|
|AssignmentGroup||The group to which to assign the new ticket.||Optional|
|ShortDescription||Set a short description of the ticket.||Optional|
|Impact||Set the impact for the new ticket. Leave empty for ServiceNow default impact.||Optional|
|Urgency||Set the urgency of the new ticket. Leave empty for ServiceNow default urgency.||Optional|
|Severity||Set the severity of the new ticket. Leave empty for ServiceNow default severity.||Optional|
|Comment||Add a comment for the created ticket.||Optional|
|SyncTicket||Set the value of the desired sync method with ServiceNow Ticket. you can choose one of three options:|
3. Blank for none
GenericPolling polls for the state of the ticket and runs until the ticket state is either resolved or closed.
Mirror - You can use the Mirror option to perform a full sync with the ServiceNow Ticket. The ticket data is synced automatically between ServiceNow and Cortex xSOAR with the ServiceNow mirror feature.
If this option is selected, FieldPolling is true by default.
|PollingInterval||Set interval time for the polling to run|
|PollingTimeout||Set the amount of time to poll the status of the ticket before declaring a timeout and resuming the playbook.|
|AdditionalPollingCommandName||In this use case, Additional polling commands are relevant when using StatePolling, and there is more than one ServiceNow instance. It will specify the polling command to use a specific instance to run on. |
If so, please add "Using" to the value.
The playbook will then take the instance name as the instance to use.
|InstanceName||Set the ServiceNow Instance that will be used for mirroring/running polling commands.||Optional|
|MirrorDirection||Set the mirror direction. It should be one of the following: |
|MirrorCommentTags||Set tags for mirror comments and files to ServiceNow.||comments,work_notes,ForServiceNow||Optional|
|FieldPolling||Set the value to true or false to determine if the playbook will execute the FieldPolling sub playbook.|
It is useful when it is needed to wait for the ServiceNow ticket to be resolved and continue the parent playbook.
FieldPolling will run until the ticket state is either resolved or closed.
|TicketType||Set the ServiceNow ticket type. Options are "incident", "problem", "change_request", "sc_request", "sc_task", or "sc_req_item".||Optional|
There are no outputs for this playbook.