Fact

PhenixID Identity Provisioning 5.2.0 or later

System Requirements

ServiceNow REST endpoint url, web service username and password. (Must be setup by the ServiceNow admin)

Situation

Use PhenixID Identity Provisioning to create and update ServiceNow tasks.

Solution

This document will show the steps that are necessary to configure PhenixID Identity Provisioning to update ServiceNow tasks.

Download and install the action package

Download the zip file:

ServiceNowActionPackage.zip

For instruction of how to install the action package, read PSD1149.

Actions

Update ServiceNow task

This action creates or updates a task in ServiceNow

Parameter	Description	Example
Web service endpoint URL	[Mandatory] ServiceNow REST endpoint URL.	https://sthlmdev.service-now.com/api/now/import/u_ws_phenix_id_inbound
WS Username	[Mandatory] <ServiceNow REST username (basic auth)	phenixid
WS Password	[Mandatory] ServiceNow REST password (basic auth)	glenn11johansson
Session attribute for ServiceNow TaskID	[Mandatory] The session attribute that contains the ServiceNow TaskID. The session attribute value will be used to populate the u_number json property of the request payload.	taskid
Session attribute for status	[Optional] The session attribute that contains the ServiceNow status. The session attribute value will be used to populate the u_state json property of the request payload. Approved session attribute values are: Closed Complete Closed Incomplete Closed Skipped <no_value> (empty)	status
Session attribute for close notes	[Mandatory] The session attribute that contains the ServiceNow “close notes”. The session attribute value will be used to populate the u_close_notes json property of the request payload.	close_notes
Session attribute for comments	[Mandatory] The session attribute that contains the ServiceNow comments (displayed to ServiceNow end user). The session attribute value will be used to populate the u_comments json property of the request payload.	comments
Session attribute for work notes	[Mandatory] The session attribute that contains the ServiceNow work notes (comments displayed to ServiceNow admins only). The session attribute value will be used to populate the u_work_notes json property of the request payload.	work_notes
Prefix for session attributes created from ServiceNow response:	[Optional] Prefix that will be used for session attributes created from the ServiceNow response data. Defaults to rfsn_.

Response – session object population

Based on the response, some or all of these session attributes will be updated. <prefix> will be replaced depending on the value of the configuration parameter Prefix for session attributes created from ServiceNow response.
Please contact your ServiceNow admin for a detailed explanation of the response data.

<prefix>import_set
<prefix>staging_table
<prefix>transform_map
<prefix>table
<prefix>status
<prefix>error_message
<prefix>display_name
<prefix>display_value
<prefix>record_link
<prefix>sys_id
<prefix>status_message

In case of errors, the session attribute error_message will always be populated.

Example usage

Successful execution

Action config
Policy in runtime. Session object before executing the action “Update ServiceNow task”

The data in the picture above will be used to construct the json payload of the request to ServiceNow. Above example will generate this request:
```
 {"u_number":"CITM0010101","u_close_notes":"my close notes here","u_state":"Closed Complete",
```
```
"u_comments":"Comments here","u_work_notes":"Work notes last"}
```
Policy in runtime. Session object after executing the action “Update ServiceNow task”.

ServiceNow responds with an error

Action config
Policy in runtime. Session object before executing the action “Update ServiceNow task”
The data in the picture above will be used to construct the json payload of the request to ServiceNow. Above example will generate this request:
```
 {"u_number":"RITM0010205","u_close_notes":"my close notes here","u_state":"Closed Incomplete",
```
```
"u_comments":"comments here","u_work_notes":"work notes last"}
```
Policy in runtime. Session object after executing the action “Update ServiceNow task”.

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Information provided in this document is for your information only. PhenixID makes no explicit or implied claims to the validity of this information. Any trademarks referenced in this document are the property of their respective owners.

The origin of this information may be internal or external to PhenixID. PhenixID makes all reasonable efforts to verify this information.

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