Inspiration
ServiceNow is the popular ITSM platform for the enterprises and has over 40% market share in ITSM with revenue generation over $1 billion. Many process in servicenow has repeated and manual activities which leads to a bigger scope for automation to reduce cost, faster turn around, SLA adherance etc
What it does
This connector helps in the Incident operations like create, get and update. These activities can be integrated with other activities in UiPath to create powerful workflows. For Example, Chatbots raising a serviceNow incident and UiPath performing the Business process based on ServiceNow Incident
How I built it
These activities are built using C# (Code Activity and NativeActivity)
Challenges I ran into
Creating the activity with design standards was a challenge
What I learned
Effective way of designing an activity
What's next for ITSM activities
Adding access to other tables in serviceNow
UiPath.ServiceNow
ServiceNow Activities for UiPath. All activities must be enlosed within "ServiceNow Connector Scope". User must have the REST API access to the ServiceNow Instance
Activities
- Create Incident
- Get Incident Data
- Get Incidents
- Update Incident
Create Incident
Creates a new incident with the details provided in json format
Input
Body (JSON string) - Data for the new incident
Example - "{""caller_id"":""Andrew Jackson"",""short_description"":""Network drives X and Y not accessible""}"
Output
IncidentObject - New Incident created and the details are retrieved in JObject format
Get Incident Data
Gets the details of the requested Incident
Input
Incident Number
Output
IncidentJObject - Incident details of type JObject
Get Incidents
Get all the Incidents matching the sysparm query. If sysparm_query is empty, all incidents will be fetched.
Input
SysParm_query - Filtering criteria. For example, List of incidents under a particular assignment group with Assigned status.
Example - "assignment_group=287ebd7da9fe198100f92cc8d1d2154e"
Output
IncidentList - List of incidents of type JArray.
Update Incident
Updates the particular Incident with the details provided in body in JSON string format.
Input
IncidentSysId - Sys_id of the Incident number Body (JSON String) - Data to be updated for the incident. Details to be provided in JSON string format.
Example - "{""state"":""6"",""close_code"": ""Solved (Work Around)"",""close_notes"":""note2""}"
Output
IncidentObject - Updated Incident data of type JObject
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