Update the Work Notes of an Existing Incident Ticket for ServiceNow

There are possibilities where a new alert is added to the existing actionable or may be worklog of the actionable is updated etc. In those cases, the work note entry of the alert is passed to ServiceNow for updating the work notes of the existing incident ticket.

This section guides to establish the integration for update work notes action.

Follow up to point 6 mentioned in the “Create a New Incident Ticket” section to reach the “Integrations” webpage.

1. Click “New Integration” to add integration for Update Work Notes action.
   • Type the Name as “Worknotes_Update”.
2. Select other tabs as below:
   1. Integration Type: Tickets
   2. Tool: ServiceNow
   3. Action: Work Notes Update

      

3. Click Next.
4. Click “New Connection”.

   

5. Update the entries as below:
   1. Connection Name: WorkNotesUpdate
   2. Base URL: <SNOW API URL for UpdateWorkNotes>
   3. Username: <SNOW user ID>
   4. Password: <SNOW password>
   5. Click “Test Connection” to test the SNOW connectivity. It will take a few seconds to minutes based on your connectivity. A “Test connection successful” message will appear if the values are valid, and the connection is established. If values are invalid and unable to make stable connection, it will open pop up and ask the user to confirm connection. Once click confirm Submit button will be enabled to add connection.
   6. Click “Submit” to add the connection for ticket worknotes update.
6. Select the “WorkNotesUpdate” connection and click “Next”.

   

7. Expand the Table Name keys will be listed to add any new key click on + button and fill the detail or click on setting icon new window will be popped up enter the key value as “/#tabelname#/#sysid#” in Table Name section.
8. Expand “IEM to ITSM Field Mapping” section default mapping will be listed to add any new mapping click on + button and fill the details or click on setting icon new window will be open enter value

    {"work_notes":"#work_notes#"}” in JSON format, Click “Extract Keys”

   .

   

9. Update status code as below:

   

10. Expand the “ITSM to IEM Field Mapping” default mapping list will be listed to add new mapping click on + button and fill details or click on setting icon and use the JSON payload below to add mapping.

    {"result": {"rfc": "", "order": "", "state": "2", "u_sip": "", "active": "true", "impact": "3", "notify": "1", "number": "<Incident ID>", "parent": "", "skills": "", "sys_id": "<System ID>", "u_cmdb": "", "u_peer": "", "cmdb_ci": "", "company": "", "sla_due": "", "u_owner": "", "urgency": "3", "approval": "not requested", "category": "", "comments": "", "contract": "", "due_date": "2021-07-30 10:12:58", "location": "", "made_sla": "true", "priority": "4", "severity": "3", "sys_tags": "", "u_outage": "false", "u_reason": "", "work_end": "", "caller_id": "", "caused_by": "", "closed_at": "", "closed_by": "", "follow_up": "", "knowledge": "false", "opened_at": "2021-07-26 10:12:58", "opened_by": {"link": "<ServiceNow Instance URL>", "value": "<Value>"}, "u_feature": "", "u_service": "", "u_wo_flag": "false", "close_code": "", "escalation": "0", "group_list": "", "problem_id": "", "sys_domain": {"link": "<ServiceNow Instance URL>", "value": "<Value>"}, "u_cim_team": "", "u_critical": "false", "u_incident": "", "u_releases": "", "u_resolved": "", "u_task_for": {"link": "<ServiceNow Instance URL>", "value": "aa289f43dbc87b80b49d5a84dc9619b2"}, "user_input": "", "watch_list": "", "work_notes": "", "work_start": "", "assigned_to": "", "close_notes": "", "description": "#description#", "reopened_by": "", "subcategory": "", "time_worked": "", "u_fcr_check": "false", "u_responded": "false", "upon_reject": "cancel", "activity_due": "", "approval_set": "", "business_stc": "", "calendar_stc": "", "contact_type": "", "reopen_count": "0", "route_reason": "", "u_event_type": "Incident", "u_iscritical": "false", "u_isresolved": "false", "u_session_id": "<Session ID>", "u_sub_status": "", "u_submit_cir": "false", "u_task_table": "", "u_update_set": "", "delivery_plan": "", "delivery_task": "", "reopened_time": "", "sys_mod_count": "2", "u_affected_ci": "", "u_appointment": "false", "u_owner_group": "", "u_resolved_by": "", "upon_approval": "proceed", "correlation_id": "", "expected_start": "", "incident_state": "1", "sys_class_name": "incident", "sys_created_by": "<Email ID>", "sys_created_on": "2021-07-26 10:12:58", "sys_updated_by": "<Email ID>", "sys_updated_on": "2021-10-27 07:06:06", "u_availability": "", "u_callback_dl1": "", "u_callback_dl2": "", "u_manufacturer": "", "u_product_name": "", "u_sla_end_date": "", "child_incidents": "0", "parent_incident": "", "sys_domain_path": "!!!/!!!/!!!/", "u_callback_time": "", "u_company_sysid": "", "u_incident_type": "", "u_pending_count": "0", "u_priority_type": "downgrade", "u_reopen_reason": "", "u_reported_date": "", "u_sla_responded": "false", "work_notes_list": "", "approval_history": "", "assignment_group": {"link": "<ServiceNow Instance URL>", "value": "<Value>"}, "business_service": "", "service_offering": "", "u_contact_number": "", "u_ops_cat_tier_1": "", "u_ops_cat_tier_2": "", "u_ops_cat_tier_3": "", "u_requested_item": "", "u_sla_four_check": "false", "u_sla_start_date": "", "u_vendor_counter": "0", "business_duration": "", "calendar_duration": "", "short_description": "#title#", "u_change_requests": "", "u_escalate_to_smo": "false", "u_outage_end_date": "", "u_survey_comments": "", "u_survey_response": "", "universal_request": "", "reassignment_count": "0", "u_appointment_time": "", "u_escalation_cycle": "-1", "u_knowledge_record": "", "u_reassignee_count": "0", "u_state_controller": "1", "correlation_display": "", "u_priority_datetime": "2021-07-26 10:12:58", "u_proposed_critical": "false", "u_servicedesk_check": "true", "u_outage_start_state": "", "u_product_cat_tier_1": "", "u_product_cat_tier_2": "", "u_product_cat_tier_3": "", "task_effective_number": "<Incident ID>", "u_assign_to_hop_count": "0", "u_service_unavailable": "false", "u_location_unavailable": "false", "u_reason_for_escalation": "", "u_submit_for_validation": "false", "additional_assignee_list": "", "u_attached_knowledge_ids": "", "u_no__of_people_affected": "", "u_other_justified_reason": "false", "u_production_server_risk": "false", "u_remedy_incident_number": "", "u_critical_incident_status": "", "u_reason_for_re_assignment": "", "u_critical_incident_manager": "", "u_propose_knowledge_article": "false", "u_resolution_from_knowledge": "false", "u_show_in_marquee_on_gold_ess": "false", "u_critical_resolution_acceptan": "false", "u_resolution_acceptance_dateti": ""}}

    

11. Click on the “Map Columns” to add new column, click on + button and fill details and value as per highlighted link. Click Save and then Submit to get the connection added.
    Note:

    If a mapping error occurs, validate the mapping values as mentioned in the similar section of “Create a New Incident Ticket”.

    

12. The new integration for “Worknotes_Update” was added successfully.