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
The following figure displays the sample adapter request for this operation:
Sample adapter request for the Update Incident operation in Patch 2 for 20.19.02 and later
<request-data>
<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>
<caller-id>System Administrator</caller-id>
<location>Americas</location>
<cmdb-ci>*JEMPLOYEE-IBM</cmdb-ci>
<impact>Low</impact>
<urgency>Low</urgency>
<priority>Planning</priority>
<incident-state>6</incident-state>
<knowledge>1</knowledge>
<short-description>short desc11</short-description>
<opened-by>System Administrator</opened-by>
</update>
</arguments>
</service-now-request>
<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>
<caller-id>System Administrator</caller-id>
<location>Americas</location>
<cmdb-ci>*JEMPLOYEE-IBM</cmdb-ci>
<impact>Low</impact>
<urgency>Low</urgency>
<priority>Planning</priority>
<incident-state>6</incident-state>
<knowledge>1</knowledge>
<short-description>short desc11</short-description>
<opened-by>System Administrator</opened-by>
</update>
</arguments>
</service-now-request>
Sample adapter request for the Update Incident operation in 20.19.02.001 or earlier
<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>
<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 irrespective of the adapter version:
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>
<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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