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Cases / Get

  • Article
  • 2 minutes to read

Operation Information

Hornbill Integration Bridge method for retrieving details of a Case from the ServiceNow CSM Plugin. See the Now documentation for more information: https://developer.servicenow.com/dev.do#!/reference/api/washingtondc/rest/case-api#case-GET-case.

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
Case System ID sys_id string Case System ID Yes None provided

Output Parameters

Display Name ID Type Description
Skills skills string Case skills
Number number string Case number
State state string Case state
Case case string Case
Created By sys_created_by string Who the case was created by
Contract contract string The contract associated with the Case
Active active string Is the Case active
Priority priority string The priority of the Case
Needs Attention needs_attention string Does the Case currently need attention
Short Description short_description string A short description of the Case
Assigned To assigned_to string Who the Case was assigned to
Product product string Which product is associated to the Case
Asset asset string Assets associated to the Case
Opened By opened_by string Who the case was opened by
Contact contact string The contact associated with the Case
Assignment Group assignment_group string The assignment group of the Case
Active Account Escalation active_account_escalation string Active Account Escalation
Account account string The account associated to the case
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