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ServiceNow

ServiceNow is a Service Management Platform. Hornbill's integration with ServiceNow enable you to manage tickets in ServiceNow from Hornbill workflows.

This is a Premium Integration.

Cloud Automations

Changes

Operation	Description
Create Change	Creates a ServiceNow Change record.
Delete Change	Deletes a ServiceNow Change record.
Get Change Details	Retrieves information about a ServiceNow Change record.
Update Change	Updates a ServiceNow Change record.

Common

Operation	Description
Add Comment	This operation will add a customer-facing Comment to a ServiceNow Incident or Change Request.
Add Work Note	This operation will add a Work Note to a ServiceNow Incident, Change Request or Problem.
Last 3 Journal Entries	Hornbill Integration method for retrieving the last 3 journal entries against a request in ServiceNow
Update Record	Hornbill Cloud Automation to update field values against records within a table in ServiceNow. Requires either the System ID (sys_id) or Reference & Column to be provided. If both are provided, then System ID is used.

Customer Service Management

Operation	Description
Accounts
Cases
Consumers
Contacts

Incident Tasks

Operation	Description
Update Incident Task	Hornbill Cloud Automation to update field values against ServiceNow Incident Task records. Requires either the System ID (sys_id) or Incident Task Reference (number) to be provided. If both are provided, then System ID is used.

Incidents

Operation	Description
Create Incident	Creates a ServiceNow Incident Record.
Delete Incident	Deletes a ServiceNow Incident Record.
Get Incident Details	Retrieves information about a ServiceNow Incident Record.
Update Incident	Updates a ServiceNow Incident Record.

Problems

Operation	Description
Create Problem	Creates a ServiceNow Problem Record.
Delete Problem	Deletes a ServiceNow Problem Record.
Get Problem Details	Retrieves information about a ServiceNow Problem Record.
Update Problem	Updates a ServiceNow Problem Record.

Requests

Operation	Description
Create Request	Creates a ServiceNow Request Record.
Delete Request	Deletes a ServiceNow Request Record.
Get Request Details	Retrieves information about a ServiceNow Request Record.
Update Request	Updates a ServiceNow Request Record.

Users

Operation	Description
Search	Retrieves a list of ServiceNow Users.

In This Document

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