Update Incident operation for ServiceNow

The Update Incident operation updates an incident.

The following table describes the elements for this request. If the valid value for an element is not provided, the valid value must be assumed to be a string.

If no value is specified for a particular element or the element is skipped, the associated field will not be updated.

Adapter request elements for the Update Incident operation

Element

Definition

Required

<operation-name>

Specifies the name of the operation that you want to perform: update-incident

Yes

<proxy-settings>

Specifies the parent element that contains the proxy server information

No

<host>

Specifies the IP or host name of the proxy server

Conditional; required only if <proxy-settings> is provided

<port>

Specifies the port on which the proxy server listens for requests

Conditional; required only if <proxy-settings> is provided

<user-name>

Specifies the user name to be used for proxy server authentication

No

<password>

Specifies the password that corresponds to <user-name>

You can encrypt the password by specifying the encryption-type attribute. For example: <password encryption-type = "Base64">cGFzc3dvcmQ=</password>

Valid values for the encryption-type attribute are Base64, Plain (Default)

No

<arguments>

Specifies a list of arguments required for this operation

Yes

<connection-parameters>

Specifies the parent element for the <user-name> and <password> elements

You can use this element to specify a user name and password. The connection parameters specified here override the default values specified in the adapter configuration.

No

<user-name>

Specifies the user name to be used for the request execution

Conditional; required if <connection-parameters> is specified in the request

<password>

Specifies the password that corresponds to <user-name>

You can encrypt the password by specifying the encryption-type attribute. For example: <password encryption-type = "Base64">cGFzc3dvcmQ=</password>

Valid values for the encryption-type attribute: Base64, Plain (Default)

Conditional; required if <connection-parameters> is specified in the request

<query>

Specifies the parent element for specifying elements that are used to locate the incident to be updated

If multiple matching incidents are found, then all these are updated.

No

<all>

Specifies whether to update all incident records

No

<number>

Contains the name of this element in the application: Number

Valid value: Any valid incident number

No

<caller-id>

Contains the name of this element in the application: Caller

Valid value: Any valid caller id supported by the application

No

<location>

Contains the name of this element in the application: Location

Valid value: Any valid location supported by the application

No

<cmdb-ci>

Contains the name of this element in the application: Configuration Item

Valid value: Any valid configuration item

No

<impact>

Contains the name of this element in the application: Impact

Valid value: Any valid impact

The ServiceNow application allows you to personalize this list. However, when using an item from your personalized list, you must use its value and not the label or name of the item.

No

<urgency>

Contains the name of this element in the application: Urgency

Valid value: Any valid urgency

The ServiceNow application allows you to personalize this list. However, when using an item from your personalized list, you must use its value and not the label or name of the item.

No

<priority>

Contains the name of this element in the application: Priority

Valid value: Any valid priority

Example:

  • 1 - Critical
  • 2 - High
  • 3 - Moderate
  • 4 - Low
  • 5 - Planning

    The ServiceNow application allows you to personalize this list. However, when using an item from your personalized list, you must use its value and not the label or name of the item.

No

<knowledge>

Contains the name of this element in the application: Knowledge (check box)

Valid value: 0, 1

No

<short-description>

Contains the name of this element in the application: Short description

Valid value: Any string

No

<opened-at>

Contains the name of this element in the application: Opened

Valid value: Any value in date-time format (YYYY-MM-DD hh:mm:ss)

No

<opened-by>

Contains the name of this element in the application: Opened by

Valid value: Any valid user

No

<incident-state>

Contains the name of this element in the application: Incident state

Valid value: Any valid incident state

The ServiceNow application allows you to personalize this list. However, when using an item from your personalized list, you must use its value and not the label or name of the item.

No

<category>

Contains the name of this element in the application: Category

Valid value: Any valid category

The ServiceNow application allows you to personalize this list. However, when using an item from your personalized list, you must use its value and not the label or name of the item.

No

<escalation>

Contains the name of this element in the application: Escalation

Valid value: Any valid escalation The ServiceNow application allows you to personalize this list. However, when using an item from your personalized list, you must use its value and not the label or name of the item.

No

<assignment-group>

Contains the name of this element in the application: Assignment group

Valid value: Any valid assignment group supported by the application

No

<assigned-to>

Contains the name of this element in the application: Assigned to

Valid value: Any valid user name supported by the application

No

<comments

Contains the name of this element in the application: Additional comments

Valid value: Any string

No

<work-notes>

Contains the name of this element in the application: Work notes

Valid value: Any string

No

<update>

The elements nested within <update> element contain values for fields being updated.

If this element is not specified then no 'incident' field is updated.

No

<caller-id>

Contains the name of this element in the application: Caller

Valid value: Any valid caller ID supported by the application

No

<location>

Contains the name of this element in the application: Location

Valid value: Any valid location supported by the application

<cmdb-ci>

Contains the name of this element in the application: Configuration Item

Valid value: Any valid configuration item

No

<impact>

Contains the name of this element in the application: Impact

Valid value: Any valid impact

The ServiceNow application allows you to personalize this list. However, when using an item from your personalized list, you must use its value and not the label or name of the item.

No

<urgency>

Contains the name of this element in the application: Urgency

Valid value: Any valid urgency

The ServiceNow application allows you to personalize this list. However, when using an item from your personalized list, you must use its value and not the label or name of the item.

No

<priority>

Contains the name of this element in the application: Priority

Valid value: Any valid priority

For example:

  • 1 - Critical
  • 2 - High
  • 3 - Moderate
  • 4 - Low
  • 5 - Planning

    The ServiceNow application allows you to personalize this list. However, when using an item from your personalized list, you must use its value and not the label or name of the item.

No

<knowledge>

Contains the name of this element in the application: Knowledge (check box)

Valid value: 0, 1

No

<short-description>

Contains the name of this element in the application: Short description

Valid value: Any string

No

<opened-at>

Contains the name of this element in the application: Opened

Valid value: Any value in date-time format (YYYY-MM-DD hh:mm:ss)

No

<opened-by>

Contains the name of this element in the application: Opened by

Valid value: Any valid user

No

<incident-state>

Contains the name of this element in the application: Incident state

Valid value: Any valid incident state

The ServiceNow application allows you to personalize this list. However, when using an item from your personalized list, you must use its value and not the label or name of the item.

No

<category>

Contains the name of this element in the application: Category

Valid value: Any valid category

The ServiceNow application allows you to personalize this list. However, when using an item from your personalized list, you must use its value and not the label or name of the item.

No

<escalation>

Contains the name of this element in the application: Escalation

Valid value: Any valid escalation

The ServiceNow application allows you to personalize this list. However, when using an item from your personalized list, you must use its value and not the label or name of the item.

No

<assignment-group>

Contains the name of this element in the application: Assignment group

Valid value: Any valid assignment group supported by the application

No

<assigned-to>

Contains the name of this element in the application: Assigned to

Valid value: Any valid user name supported by the application

No

<comments>

Contains the name of this element in the application: Additional comments

Valid value: Any string

Note

The old comment is not replaced by the new comment, however, the new comment is appended to the old comment.

No

<work-notes>

Contains the name of this element in the application: Work notes

Valid value: Any string

Note

The old work note is not replaced by new work note, but the new work note gets appended to the old work note.

No

The following figure displays the sample adapter request for this operation:

Sample adapter request for the Update Incident operation

 <service-now-request>
    <operation-name>update-incident</operation-name>
    <proxy-settings>
      <host>172.11.11.111</host>
      <port>808</port>
      <user-name>username</user-name>
      <password encryption-type = "Base64">cGFzc3dvcmQ=</password>
    </proxy-settings>
    <arguments>
      <connection-parameters>
        <user-name>username</user-name>
        <password encryption-type = "Base64">cGFzc3dvcmQ=</password>
      </connection-parameters>
      <query>
        <cmdb-ci>*JEMPLOYEE-IBM</cmdb-ci>
      </query>
      <update>
        <caller-id>System Administrator</caller-id>
        <location>Americas</location>
        <cmdb-ci>*JEMPLOYEE-IBM</cmdb-ci>
        <impact>Low</impact>
        <urgency>Low</urgency>
        <priority>Planning</priority>
        <knowledge>1</knowledge>
        <short-description>short desc</short-description>
        <opened-at>2010-04-03 13:02:39</opened-at>
        <opened-by>System Administrator</opened-by>
        <incident-state>Closed</incident-state>
        <category>inquiry</category>
        <escalation>Normal</escalation>
        <assignment-group>Service Desk</assignment-group>
        <assigned-to>Beth Anglin</assigned-to>
        <comments>mycomments</comments>
        <work-notes>myworknotes</work-notes>
      </update>
    </arguments>
  </service-now-request>



The following figure shows the adapter response for the sample request:

Sample adapter response for the Update Incident operation

 <service-now-response>
  <metadata>
    <response-count>1</response-count>
    <status>success</status>
  </metadata>
  <responses>
    <response>
      <metadata>
        <count>2</count>
      </metadata>
      <item>
        <metadata>
          <status>success</status>
        </metadata>
        <parameters>
          <active>0</active>
          <approval>not requested</approval>
          <assigned-to>Beth Anglin</assigned-to>
          <assignment-group>Service Desk</assignment-group>
          <business-duration>1970-01-01 08:00:00</business-duration>
          <business-stc>28800</business-stc>
          <calendar-duration>1970-01-03 16:53:15</calendar-duration>
          <calendar-stc>233595</calendar-stc>
          <caller-id>System Administrator</caller-id>
          <category>Inquiry / Help</category>
          <closed-at>2010-04-06 12:55:54</closed-at>
          <closed-by>6816f79cc0a8016401c5a33be04be441</closed-by>
          <cmdb-ci>*JEMPLOYEE-IBM</cmdb-ci>
          <contact-type>phone</contact-type>
          <escalation>Normal</escalation>
          <impact>3 - Low</impact>
          <incident-state>Closed</incident-state>
          <knowledge>1</knowledge>
          <location>Americas</location>
          <made-sla>1</made-sla>
          <notify>1</notify>
          <number>aaMax</number>
          <opened-at>2010-04-03 20:02:39</opened-at>
          <opened-by>System Administrator</opened-by>
          <order>0</order>
          <priority>5 - Planning</priority>
          <reassignment-count>0</reassignment-count>
          <severity>3</severity>
          <short-description>short desc</short-description>
          <state>1</state>
          <sys-class-name>u_test</sys-class-name>
          <sys-created-by>admin</sys-created-by>
          <sys-created-on>2010-04-06 12:55:54</sys-created-on>
          <sys-domain>global</sys-domain>
          <sys-id>d330f99f4a36230501812a8a7c8c5130</sys-id>
          <sys-mod-count>1</sys-mod-count>
          <sys-updated-by>admin</sys-updated-by>
          <sys-updated-on>2010-04-08 08:01:46</sys-updated-on>
          <upon-approval>proceed</upon-approval>
          <upon-reject>cancel</upon-reject>
          <urgency>3 - Low</urgency>
        </parameters>
      </item>
      <item>
        <metadata>
          <status>success</status>
        </metadata>
        <parameters>
          <active>0</active>
          <approval>not requested</approval>
          <assigned-to>Beth Anglin</assigned-to>
          <assignment-group>Service Desk</assignment-group>
          <business-duration>1970-01-01 16:00:00</business-duration>
          <business-stc>57600</business-stc>
          <calendar-duration>1970-01-04 11:05:57</calendar-duration>
          <calendar-stc>299157</calendar-stc>
          <caller-id>System Administrator</caller-id>
          <category>Inquiry / Help</category>
          <closed-at>2010-04-07 07:08:36</closed-at>
          <closed-by>6816f79cc0a8016401c5a33be04be441</closed-by>
          <cmdb-ci>*JEMPLOYEE-IBM</cmdb-ci>
          <contact-type>phone</contact-type>
          <escalation>Normal</escalation>
          <impact>3 - Low</impact>
          <incident-state>Closed</incident-state>
          <knowledge>1</knowledge>
          <location>Americas</location>
          <made-sla>1</made-sla>
          <notify>1</notify>
          <number>aaMax</number>
          <opened-at>2010-04-03 20:02:39</opened-at>
          <opened-by>System Administrator</opened-by>
          <order>0</order>
          <priority>5 - Planning</priority>
          <reassignment-count>0</reassignment-count>
          <severity>3</severity>
          <short-description>short desc</short-description>
          <state>1</state>
          <sys-class-name>u_test</sys-class-name>
          <sys-created-by>admin</sys-created-by>
          <sys-created-on>2010-04-07 07:08:36</sys-created-on>
          <sys-domain>global</sys-domain>
          <sys-id>d7195ee04a3623050171c568996f9e56</sys-id>
          <sys-mod-count>1</sys-mod-count>
          <sys-updated-by>admin</sys-updated-by>
          <sys-updated-on>2010-04-08 08:01:58</sys-updated-on>
          <upon-approval>proceed</upon-approval>
          <upon-reject>cancel</upon-reject>
          <urgency>3 - Low</urgency>
        </parameters>
      </item>
    </response>
  </responses>
</service-now-response>
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