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Common / Add Work Note

  • Article
  • 2 minutes to read

Operation Information

This operation will add a Work Note to a ServiceNow Incident, Change Request or Problem.

This is a Premium Integration.

Authentication

This operation requires authentication, the details of which can be securely stored on your instance in a KeySafe Key of type ServiceNow Authentication.

To create a key of this type:

  • In the Configuration area of your Hornbill instance, navigate to Platform Configuration > Security > KeySafe;
  • Click on the + Create New Key button;
  • On the resulting Create New Key form, choose ServiceNow Authentication in the Type pick list;
  • Give the ServiceNow Authentication KeySafe key a Title (this is the name / identifier for the ServiceNow Authentication account as you will see it when using the cloud automation node in your workflows);
  • Optionally populate the Description field;
  • Populate the following fields accordingly, then click the Create Key button to create your new key:
Name Type Description
Instance Name string ServiceNow Instance Name
Username string Authentication Username
Password string Authentication Password

Revoking Access

If at any point you wish to revoke access to any of the above accounts from your Hornbill instance, just delete the relevant KeySafe key(s) from the KeySafe list.

Warning

This will revoke the rights of any existing Cloud Automation Node in your Hornbill Workflows that are using the revoked ServiceNow Authentication account, so you will need to manage these workflows accordingly.

Input Parameters

Display Name ID Type Description Required Supported Values
System ID sys_id string System ID of the Request Yes None provided
Work Notes work_note string The Work Notes to apply to the Request Yes None provided
Request Type request_type string The type of request that you are assigning the Work Notes to Yes Incident, Change Request, Problem

Output Parameters

Display Name ID Type Description
Reference reference string ID of the request that was updated
  • Version {{docApp.book.version}}
  • Node {{docApp.node}} / {{docApp.build}}
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