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Problems / Get Problem Details

  • Article
  • 2 minutes to read

Operation Information

Retrieves information about a ServiceNow Problem 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
Request System ID sys_id string Request System ID Yes None provided

Output Parameters

Display Name ID Type Description
Made SLA? made_sla string Made SLA?
Request Reference number string Request Reference
Work Around work_around string Work Around
Opened By opened_by string Opened By
State state string State
Knowledge knowledge string Knowledge
Closed At closed_at string Closed At
Configuration Item cmdb_ci string Configuration Item
Impact impact string Impact
Service business_service string Service
Priority priority string Priority
Associated RFC rfc string Associated RFC
Opened At opened_at string Opened At
Summary short_description string Summary
Assignment Group assignment_group string Assignment Group
Known Error known_error string Known Error
Description description string Description
Closure Notes close_notes string Closure Notes
Closed B y closed_by string Closed B y
Urgency urgency string Urgency
Assigned To assigned_to string Assigned To
Problem State problem_state string Problem State
Escalation escalation string Escalation
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