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Incidents / Update Incident

  • Article
  • 2 minutes to read

Operation Information

Updates a ServiceNow Incident Record.

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
Category category string Category ID No None provided
Closure Code close_code string Closure Code - mandatory when resolving or closing ServiceNow Incident No None provided
Closure Notes close_notes string Closure Notes - mandatory when resolving or closing ServiceNow Incident No None provided
Comments comments string Update Comments No None provided
Full Description desc string Full Description No None provided
Group group string Assignment Group System ID No None provided
Impact impact integer Impact ID No None provided
Location locationid string Location System ID No None provided
On Hold Reason on_hold_reason string On Hold Reason No None provided
Owner owner string Assigned Owner System ID No None provided
Priority priority integer Priority ID No None provided
Short Description shortdesc string Short Description No None provided
State state integer Request State No None provided
Subcategory subcategory string Subcategory No None provided
System ID sys_id string System ID of the Request Yes None provided
Urgency urgency integer Urgency ID No None provided
Additional Fields additionalFields array Any additional fields you wish to populate against the ServiceNow Incident No None provided

Output Parameters

Display Name ID Type Description
Reference reference string ID of the request that was updated
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