Get ServiceNow Incident

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• 

  Eric Maxwell

  Thank you for your feedback. We'll consider how we might make this process easier in the future.

  To provide some background, ServiceNow requires the sys_id to update, add comments, or retrieve a specific record. While users with the appropriate permissions can change the incident number, the sys_id remains immutable. You can search for a record using the incident number, which can be sufficient as it is should be a unique, auto-incremented value. However, if you need to update the record or add a comment, you will still need the sys_id, which can be obtained from the query results.

  Here is a definition for a step to query for an incident by number and output the sys_id.

  Name: ServiceNow - Get Incident by Number

  Endpoint Type: ServiceNow

  Inputs:

  • Incident Number

  Outputs:

  • Incident Found
  • sys_id
  • You can define more outputs to use in the flow.  They just need to have the same column name (not label) as in ServiceNow.

  Script:

  output['Incident Found'] = 'false';
  
  var table = 'incident';
  var incNumber = input['Incident Number'];
  
  var path = "/api/now/table/" + table;
  var options = "?sysparm_exclude_reference_link=true&sysparm_display_value=true&sysparm_limit=1&sysparm_query=number%3D" + incNumber;
  
  var request = http.request({
      'endpoint': 'ServiceNow',
      'method': 'GET',
      'path': path + options,
      'autoEncodeURI': false
  });
  
  var response = request.write();
  if (response.statusCode < 200 || response.statusCode > 299) {
      console.log("ServiceNow returned response code " + response.statusCode);
      return null;
  }
  var payload = JSON.parse(response.body)
  
  if(payload.result && payload['result'].length > 0){
  
      var record = payload.result[0];
      
      for (const key in record) {
        if (record.hasOwnProperty(key)) {
            if(record[key]){
              output[key] = record[key];
            } else {
                output[key] = "";
            }
        }
      }
      output['Incident Found'] = 'true';
  }

  May 28, 2024 14:54 (Edited May 28, 2024 14:54)

  1
• 

  Shawn Gumucio

  I appreciate you taking the time to respond. 
  
  Well now I am know I'm not going crazy.  Before making this post I tried a script just like this and I kept getting the same error.  Its like it wont see the existing endpoints. 

   I know this endpoint works cause in the same workflow it does other things that communicate with ServiceNow.
  
  Script failed with message: No endpoint has been defined with name 'ServiceNow' No endpoint has been defined with name 'ServiceNow'
  

  June 01, 2024 00:58 (Edited June 01, 2024 00:59)

  0
• 

  Eric Maxwell

  Is your custom step configured like this?
  
  Endpoint configuration

  

  Endpoint reference in script code
  

  June 03, 2024 19:13

  0