Update Incident Using Import Set operation

The Update Incident Using Import Set operation updates an incident by using the import set in the ServiceNow application.

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

Adapter request elements for the Update Incident Using Import Set operation

Note

If the incident field used to coalesce with the Import Set table is blank, this action will result in an error. Check the Import Set table transform mapping in the application to check the Incident field, which is mapped to the Import Set table.

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

Sample adapter request for the Update Incident Using Import Set operation in 20.19.02.002 or later

<service-now-request>
   <operation-name>update-incident</operation-name>
<proxy-settings>
     <host>10.129.94.127</host>
     <port>8080</port>
     <user-name>tso</user-name>
     <password>****MASKED****</password>
   </proxy-settings>
   <arguments>
     <connection-parameters>
       <user-name>admin</user-name>
       <password>****MASKED****</password>
     </connection-parameters>

     <query>
       <number>INC0010002</number>
       <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-by>System Administrator</opened-by>
       <incident-state>2</incident-state>
       <category>Inquiry/Help</category>
       <escalation>Normal</escalation>
       <assignment-group>Service Desk</assignment-group>
       <assigned-to>Beth Anglin</assigned-to>
       <comments>mycomments</comments>
       <work-notes>myworknotes</work-notes>
     </query>
<update>
<u_incident_comment>inserted by import set</u_incident_comment>
<u_incident_uid>INC_ISR001</u_incident_uid>
</update>
</arguments>
</service-now-request>

Sample adapter request for the Update Incident Using Import Set operation in 20.19.02.001 or earlier

<service-now-request>
   <operation-name>update-incident-using-import-set</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>
       <caller-id>ITIL User</caller-id>
       <cmdb-ci>3D Pinball</cmdb-ci>
       <impact>Low</impact>
       <urgency>Low</urgency>
       <opened-by>System Administrator</opened-by>
       <incident-state>New</incident-state>
       <category>Request</category>
     </query>
     <update>
       <u_incident_comment>Updated by import set-002</u_incident_comment>
       <u_incident_uid>INC_ISR002</u_incident_uid>
     </update>
   </arguments>
</service-now-request>

The following figure shows the adapter response for the sample request irrespective of the adapter version:

Sample adapter response for the Update Incident Using Import Set 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>
         <sys-id>b19b42634a3623050130c03e06cf0d53</sys-id>
         <table>u_incidentview</table>
         <display-name>sys_import_row</display-name>
         <display-value>210</display-value>
         <status>skipped</status>
         <status-message>Unable to resolve target record, coalesce values not present: u_incident_uid</status-message>
       </parameters>
     </item>
     <item>
       <metadata>
         <status>success</status>
       </metadata>
       <parameters>
         <sys-id>b08d81ef4a36230500aa6058764df345</sys-id>
         <table>incident</table>
         <display-name>number</display-name>
         <display-value>INC0010611</display-value>
         <status>updated</status>
       </parameters>
     </item>
   </response>
</responses>
</service-now-response>

Update Incident Using Import Set operation

TrueSight Orchestration Content 20.19.02

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