Creating workflows for ServiceNow incidents

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Save time by automating common tasks, and creating configurable workflows to automate the creation of ServiceNow incidents.

Before you start

Creating workflows

Create asset workflows

Create Incident

Update Incident

Close Incident

Before you start

Before you create the asset workflow, you need to have added your Adding your ServiceNow credentials to Oomnitza.

Creating workflows

Create asset workflows

To create an asset workflow, complete these steps:  

1. Click Configuration > Workflows 
2. Click Add (+) and select Assets from the list.
3. Drag and drop the API block onto the Sandbox.
4. Click Edit on the API block and enter ServiceNow in the search field. 
5. Select a preset:
   • ServiceNow Create Incident
   • ServiceNow Update Incident
   • ServiceNow Close Incident
   • To choose a preset, click the forward arrow (>).
6. Select the credentials that you created in Adding your ServiceNow credentials to Oomnitza.
7. Your Subdomain should be derived from the variable created in Setting your ServiceNow Subdomain as a global variable or entered manually. 
8. Configure the API Block following the preset instructions below, and save your changes.
9. Edit the Begin Block and add rules to trigger the workflow. For example, if you set the Actions to New you can trigger a workflow every time a new asset is created. Refer to Using the Begin block.
10. Connect the Blocks. 
11. Save, validate, and activate your workflow.

Configuring the Create Incident preset

The Create Incident preset enables you to create an incident in the ServiceNow portal.

Figure: Creating an incident in the ServiceNow portal.

You can configure the message payload by selecting Advanced Mode.

1. In the API block window, click the Advanced Mode button located in the upper right of the window.
2. Select the Body tab. The values in curly braces {{}}refers to existing Oomnitza fields, which should be populated with information before you run this workflow. Alternatively, you can replace the values  in the curly braces with the actual details and surround them with double quotation marks: for example "urgency": "3-Low". For further information on the field names, refer to the Service Now Documentation: Create an incident.
3. Select the Response tab. You can map the entire response by placing {{response}} in the Response field and mapping it to a custom long text Oomnitza field, such as API Response. Once you have the entire response, you can parse the JSON values and map to a custom Oomnitza field, such as ServiceNow Incident ID. For information on creating custom fields, see Creating Custom Fields in Oomnitza.

For further information, refer to Service Now Documentation: Create an incident.

Configuring the Update Incident preset

The Update Incident preset enables you to update an incident in the ServiceNow portal, using the Incident ID.

You can configure the message payload by selecting Advanced Mode.

1. In the API block window, click the Advanced Mode button located in the upper right of the window.
2. Select the Information tab. You will notice that the ServiceNow User ID is referenced in the property {{servicenow_incident_id}},which you can retrieve using the Create Incident preset.
3. Select the Body tab. The values in curly braces {{}}refers to existing Oomnitza fields, which should be populated with information before you run this workflow. Alternatively, you can replace the values  in the curly braces with the actual details and surround them with double quotation marks: for example "short_description": "A brief description of the incident.". For further information on the field names, refer to the Service Now Documentation: Create an incident.
4. Select the Response tab. You can map the entire response by placing {{response}} in the Response field and mapping it to a custom long text Oomnitza field, as per the example in the  Create Incident preset.

Configuring the Close Incident preset

The Close Incident preset enables you to close an incident in the ServiceNow portal, using the Incident ID.

You can configure the message payload by selecting Advanced Mode.

1. In the API block window, click the Advanced Mode button located in the upper right of the window.
2. Select the Information tab. You will notice that the ServiceNow User ID is referenced in the property {{servicenow_incident_id}} which you can retrieve using the Create Incident preset.
3. Select the Body tab. The values in curly braces {{}}refers to existing Oomnitza fields, which should be populated with information before you run this workflow. Alternatively, you can replace the values  in the curly braces with the actual details and surround them with double quotation marks: for example "close_code": "Solved (Work Around)". For further information on the field names, refer to the Service Now Documentation: Close an incident.
4. Select the Response tab. You can map the entire response by placing {{response}} in the Response field and mapping it to a custom long text Oomnitza field, as per the example in the  Create Incident preset.

Figure: Closing an incident in the ServiceNow portal.

Reference articles for workflows

• Mapping positive and negative responses
• Troubleshooting workflows 
• Using the API block