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Overview

When you add a ServiceNow Action card to a Flow for the first time, you’ll choose which instance to connect. This authorization will be saved and can be reused in other cards.

Note: You can create multiple connections and manage them from your Settings page.

To create a new connection from an Action card:

  1. Click New Connection.
  2. In the Connection Nickname field, type your preferred authorization name.
  3. In the Username and Password fields, type your ServiceNow login credentials.
  4. In the Instance field, enter your ServiceNow subdomain value.

You can find the Service Now subdomain value in the Manage > Instance menu in the developer portal or in the instance’s URL. For example in https://dev57240.service-now.com/ the instance name will be dev57240.

    Events

    • New Incident

      Start a Flow when a new incident is created in ServiceNow.

      Unless otherwise indicated, field types are text.

      Options

      Display

      • Display Values: value shown in the ServiceNow UI; for example, a full name like “Joe Smith”
      • System Values: unique identifier associated with the full name; for example, “46b87022a9fe198101a78787e40d7547” would be the database’s version of “Joe Smith”

      Output

      Incident

      • Dynamically Generated Fields: These fields are dynamically generated based on fields available to the account selected. This includes standard fields and custom fields, if needed. Click the cog wheel in the bottom right of the card in order to look at the full list of output options.

      Context

      • Execution ID: unique identifier associated with the execution of the Flow
    • Updated Incident

      Start a Flow when an incident is updated in ServiceNow.

      Options

      Display

      • Display Values: value shown in the ServiceNow UI; for example, a full name like “Joe Smith”
      • System Values: unique identifier associated with the full name; for example, “46b87022a9fe198101a78787e40d7547” would be the database’s version of “Joe Smith”

      Output

      Incident

      • Dynamically Generated Fields: These fields are dynamically generated based on fields available to the account selected. This includes standard fields and custom fields, if needed. Click the cog wheel in the bottom right of the card in order to look at the full list of output options.

      Context

      • Execution ID: unique identifier associated with the execution of the Flow

    Actions

    • Add User to Grooup

      Add a user to a group in ServiceNow.

      Unless otherwise indicated, field types are text.

      Required fields are indicated by a red asterisk on the Action card.

      Input

      User

      System ID: user’s unique identifier

      Group

      System ID: group’s unique identifer

      Output

      Response

      • Status Code (number): success or failure of your HTTP request. Here is a list of all status codes.
    • Create Incident

      Create a new incident in ServiceNow.

      Input Fields

      Incident

      Dynamically Generated Fields: fields are dynamically generated based on fields available to the account selected. This includes standard fields and custom fields, if needed. Click the cog wheel in the bottom right of the card in order to look at the full list of input options.

      Output Fields

      Incident

      • Incident Number (text): number of the incident
      • System ID (text): unique identifier of the new incident
    • Create User

      Create a new user in Service Now.

      Unless otherwise indicated, field types are text.

      NOTE: The input fields on this card are dynamically generated based on your ServiceNow instance. The input fields will include these default fields provided by ServiceNow (First name, Last name, Email, etc.) as well as any custom fields you’ve added to your user table.

      Input

      • Users
        • Active (true / false): status of the new user account
        • Avatar: user’s profile image
        • Building: user’s assigned building
        • Business phone: user’s business phone number
        • Calendar integration (Outlook / None): indicates whether user’s account is integrated with Microsoft Outlook
        • City: user’s city of employment
        • Class: user’s class
        • Company: user’s employer
        • Cost center: user’s assigned cost center
        • Country code: country designation for the user’s work location
        • Created: date and time when the user profile was created
        • Created by: the name of the admin who created the user profile
        • Date format: user’s preferred format for dates
        • Default perspective: specific increment of time used for a user’s timeline; options are 1D, 5D, 1W, 2W, 1M, 3M, 6M, YTD, 1Y, or Max.
        • Department: user’s department
        • Domain: user’s domain
        • Domain Path: user’s domain path
        • Email: user’s primary email address
        • Employee number: user’s unique employee number
        • Enable Multifactor Authentication (True/False):
        • Failed login attempts: number of failed login attempts that the user is allowed
        • First Name: user’s first name
        • Gender: user’s gender
        • Home phone: user’s home phone
        • Internal Integration User (Email / None): option to designate a user as an internal integration user. See Mark service accounts as internal integration users.
        • Language: user’s preferred language
        • Last login: date of user’s last login attempt
        • Last login time: time of user’s last login attempt
        • Last Name: user’s last name
        • LDAP server: user’s LDAP server
        • Location: user’s location. This field is populated when the Geolocation tracked option is enabled.
        • Locked out: if set to true, the user is locked out of your ServiceNow instance, and all of the user’s active sessions are terminated. By default, all users with an admin role cannot lock themselves out.
        • Manager: user’s manager
        • Middle Name: user’s middle name
        • Mobile phone: user’s mobile phone number
        • Name: user’s full name
        • Notification (Email / None): type of notification that is sent to the user. Default is Email. A user can still receive notifications if they are subscribed to the notification or are specified as a recipient in the Email Notification form.
        • Password: user’s password. The password can be permanent or temporary.
        • Password needs reset: option to require a user to change the password during first login
        • Photo: indicates whether a photo image file is attached to the user profile
        • Prefix: user’s prefix
        • Roles: user’s assigned role(s)
        • Schedule: user’s schedule
        • Source: LDAP source for the user’s information
        • State / Province: state or province for the user’s place of employment
        • Street: user’s street address
        • Sys ID: user’s unique record identifier. The input value must be exactly 32 characters in length.
        • Time format: user’s preferred time format
        • Time zone: user’s time zone
        • Title: user’s title or job description
        • Updated: date of update to user’s information
        • Updated by: the person who performed the update
        • Updates: summary of the update
        • User ID: unique identifier for user’s account
        • VIP: VIP status; values are true or false.
        • Web service access only: users with this option selected are designated as non-interactive
        • Zip / Postal code: zip or postal code for the user’s place of employment

      Output

      Select output fields to display. The list of available input and output fields are identical.

      You do not have to display an output field for a corresponding input field that you’ve updated.

    • Custom API Action

      This action allows you to make a custom, authenticated HTTP call to the Service Now REST API.

      NOTE: Most of the operation can be found on documentation!

      Options

      • Request Type (dropdown): your available HTTP request methods. There are 5 supported HTTP request methods (sometimes called verbs) in custom API calls:
        • GET: retrieves data from a web server based on your parameters. GET requests a representation of the specified resource, and if successful will receive a 2** OK response message with the requested content. Additional documentation here. To obtain a limit of data on large get request please see this as an example, and look for the _ sysparm_limit , this is the limit to be applied on pagination. Warning : Unusually large sysparm_limit values can impact system performance.
        • POST: sends data to a web server based on your parameters. POST requests include actions like uploading a file. Multiple POST’s may result in a different outcome than a single POST, so you should be cautious about unintentionally sending multiple POST’s. If a POST is successful, you will receive a 2** OK response message. Additional documentation here.
        • PUT: sends data to a location in the web server based on your parameters. PUT requests include actions like uploading a file. The difference between a PUT and POST is that PUT is idempotent, meaning that the result of a single successful PUT is the same as many identical PUT’s. If a PUT is successful, you will receive a 2** response message (usually 201 or 204). Additional documentation here.
        • PATCH: applies partial modifications to a resource on a web server based on your parameters. PATCH is not idempotent, meaning that the result of multiple PATCH’s could have unintended consequences. If a PATCH is successful, you will receive a 2** response message (usually 204). Additional documentation here.
        • DELETE: deletes the specified resource from the web server based on your parameters (if the resource exists). If a DELETE is successful, you will receive a 2** OK response message. Additional documentation here.

      Input Data

      • Relative URL (text): the address on the web server you are attempting to interact with. Relative URL means that you don’t have to explicitly specify the protocol at the beginning of the URL (such as “http://“). This suggests to the web server that the interaction is occurring on the server (in this instance). The {xx} need to be replaced by the respective argument.

        Example: https://{{auth.instance}}.service-now.com{{input.Request.Relative URL}}
      • Query (object or text): JSON object that determines the action taken at the URL.

        Example: {"name":"something-urgent"}
      • Headers (object): JSON that determines the content type of the request. This will usually be a replica of the example below.

        Example: {"Content-type":"application/json"}

      Output Data

      • Status Code (Number): the success or failure of your HTTP request. Here is a list of all status codes.
      • Headers (object): a more detailed context for the response/status code that doesn’t relate to the output body. Not all headers that appear in a response header are response headers, meaning that some are unlikely to be useful to you.

      The response headers are dependent on the HTTP request you choose in options.

      • Body (object): depending on the HTTP request you chose in Options, you may receive some data back. That data, such as the data from a GET request, will be contained in this Body object.
    • Deactivate User

      Deactivate a user in Service Now.

      Required fields are indicated by a red asterisk on the Action card.

      Input

      • System ID (text): unique identifier of the user

      Output

      Response

      • Status Code (number): success or failure of your HTTP request. Here is a list of all status codes.
    • Delete Incident

      Delete an incident in ServiceNow using the System ID.

      Input Fields

      Incident
      * System ID (text): unique identifier of the incident. The system ID can be obtained by searching for an incident with our Search Incidents card or in ServiceNow itself.

      Output Fields

      Response

      • Status Code (number): success or failure of your HTTP request. Here is a list of all status codes.
    • Delete User

      Delete a user in Service Now.

      Required fields are indicated by a red asterisk on the Action Card.

      Input

      User

      • System ID (text): unique identifier of the user

      Output

      Response * Status Code (number): success or failure of your HTTP request. Here is a list of all status codes.

    • Read Incident

      Read Incident

      Read an incident’s information based on its ServiceNow System ID.

      Unless otherwise indicated, field types are text.

      Required fields are indicated by a red asterisk on the Action Card.

      Options

      • Display
        • Display Values: value shown in the ServiceNow UI. For example, a full name like “Joe Smith.”
        • System Values: unique identifier associated with the full name. For example, “46b87022a9fe198101a78787e40d7547” would be the database’s version of “Joe Smith.”

      Input Fields

      Incident

      • System ID: unique identifier of the incident. The system ID can be obtained by searching for an incident with our Search Incidents card or in ServiceNow itself.

      Output Fields

      Incident

      • Dynamically Generated Fields: fields are dynamically generated based on fields available to the account selected. This includes standard fields and custom fields, if needed. Click the cog wheel in the bottom right of the card in order to look at the full list of output options.
    • Read User

      Read information from a user account in Service Now.

      NOTE: The output fields on this card are dynamically generated based on your ServiceNow instance. The output fields will include these default fields provided by ServiceNow (First name, Last name, Email, etc.) as well as any custom fields you’ve added to your user table.

      Input

      User

      • Sys ID: an autogenerated alpha-numeric unique identifier for the user account

      Output

      • Active (true / false): status of the new user account
      • Business phone: user’s business phone number
      • Calendar integration (Outlook / None): indicates whether user’s account is integrated with Microsoft Outlook
      • Date format: user’s preferred format for dates
      • Department: user’s department
      • Email: user’s primary email address
      • First Name: user’s first name
      • Geolocation tracked: option to enable location tracking
      • Internal Integration User (Email / None): option to designate a user as an internal integration user. See Mark service accounts as internal integration users.
      • Last Name: user’s last name
      • Location: user’s location. This field is populated when the Geolocation tracked option is enabled.
      • Locked out: if set to true, the user is locked out of your ServiceNow instance, and all of the user’s active sessions are terminated. By default, all users with an admin role cannot lock themselves out.
      • Mobile phone: user’s mobile phone number
      • Notification (Email / None): type of notification that is sent to the user. Default is Email. A user can still receive notifications if they are subscribed to the notification or are specified as a recipient in the Email Notification form.
      • Password needs reset: option to require a user to change the password during first login
      • Password: user’s password. The password can be permanent or temporary.
      • Photo: indicates whether a photo image file is attached to the user profile
      • Time zone: user’s time zone
      • Title: user’s title or job description
      • User ID: unique identifier for user’s account
      • Web service access only: users with this option selected are designated as non-interactive
    • Read Users in Group

      Read members of a group in ServiceNow.

      Unless otherwise indicated, field types are text.

      Required fields are indicated by a red asterisk on the Action card.

      Input

      Group

      • System ID: group’s unique identifier

      NOTE: The output fields on this card are dynamically generated based on your ServiceNow instance. Any custom fields that you’ve added to your user table will also be displayed.

      Output

      User

      • Users
        • System ID: unique identifiers of all members of a group
        • Active (true / false): status of the new user account
        • Avatar: user’s profile image
        • Building: user’s assigned building
        • Business phone: user’s business phone number
        • Calendar integration (Outlook / None): indicates whether user’s account is integrated with Microsoft Outlook
        • City: user’s city of employment
        • Class: user’s class
        • Company: user’s employer
        • Cost center: user’s assigned cost center
        • Country code: country designation for the user’s work location
        • Created: date and time when the user profile was created
        • Created by: the name of the admin who created the user profile
        • Date format: user’s preferred format for dates
        • Default perspective: specific increment of time used for a user’s timeline; options are 1D, 5D, 1W, 2W, 1M, 3M, 6M, YTD, 1Y, or Max.
        • Department: user’s department
        • Domain: user’s domain
        • Domain Path: user’s domain path
        • Email: user’s primary email address
        • Employee number: user’s unique employee number
        • Enable Multifactor Authentication (True/False):
        • Failed login attempts: number of failed login attempts that the user is allowed
        • First Name: user’s first name
        • Gender: user’s gender
        • Home phone: user’s home phone
        • Internal Integration User (Email / None): option to designate a user as an internal integration user. See Mark service accounts as internal integration users.
        • Language: user’s preferred language
        • Last login: date of user’s last login attempt
        • Last login time: time of user’s last login attempt
        • Last Name: user’s last name
        • LDAP server: user’s LDAP server
        • Location: user’s location. This field is populated when the Geolocation tracked option is enabled.
        • Locked out: if set to true, the user is locked out of your ServiceNow instance, and all of the user’s active sessions are terminated. By default, all users with an admin role cannot lock themselves out.
        • Manager: user’s manager
        • Middle Name: user’s middle name
        • Mobile phone: user’s mobile phone number
        • Name: user’s full name
        • Notification (Email / None): type of notification that is sent to the user. Default is Email. A user can still receive notifications if they are subscribed to the notification or are specified as a recipient in the Email Notification form.
        • Password: user’s password. The password can be permanent or temporary.
        • Password needs reset: option to require a user to change the password during first login
        • Photo: indicates whether a photo image file is attached to the user profile
        • Prefix: user’s prefix
        • Roles: user’s assigned role(s)
        • Schedule: user’s schedule
        • Source: LDAP source for the user’s information
        • State / Province: state or province for the user’s place of employment
        • Street: user’s street address
        • Sys ID: user’s unique record identifier. The input value must be exactly 32 characters in length.
        • Time format: user’s preferred time format
        • Time zone: user’s time zone
        • Title: user’s title or job description
        • Updated: date of update to user’s information
        • Updated by: the person who performed the update
        • Updates: summary of the update
        • User ID: unique identifier for user’s account
        • VIP: VIP status; values are true or false.
        • Web service access only: users with this option selected are designated as non-interactive
        • Zip / Postal code: zip or postal code for the user’s place of employment
    • Remove User from Group

      Remove a user from a group in ServiceNow.

      Unless otherwise indicated, field types are text.

      Required fields are indicated by a red asterisk on the Action card.

      Input

      User

      • System ID: user’s unique identifier

      Group

      • System ID: group’s unique identifier

      Output

      Response * Status Code (number): success or failure of your HTTP request. Here is a list of all status codes.

    • Search Incidents

      Search for one or all matching incidents in ServiceNow.

      Unless otherwise indicated, field type is text.

      NOTE: Each search field is considered cumulative, meaning that if you enter two criteria, the result will be the group that matches both criteria.

      Options

      Result Set * First Matching Incident * All Matching Incidents

      Input

      The input fields on this card are dynamically generated based on your ServiceNow instance. The input fields will include the default fields provided by ServiceNow as well as any custom fields you’ve added.

      Output

      The output fields on this card are dynamically generated based on your ServiceNow instance. The output fields will include the default fields provided by ServiceNow as well as any custom fields you’ve added.

    • Search Users

      Update a user profile in Service Now. Use this card to search for a user in ServiceNow and return the system ID of that user. You can use that user’s system ID in other cards to assign them issues, read their information, or perform other tasks.

      Unless otherwise indicated, field type is text.

      NOTE: The input fields on this card are dynamically generated based on your ServiceNow instance. The input fields will include these default fields provided by ServiceNow (First name, Last name, Email, etc.) as well as any custom fields you’ve added to your user table.

      NOTE: Each search field is considered cumulative, meaning that if you enter an email and a first name, the result will be the user who matches both that email and that first name.

      Options

      • Result set (dropdown):
        • First matching user: first user that meets the search criteria
        • All matching users: all users that meet the search criteria

      Input

      • Users
        • Active (true / false): status of the new user account
        • Avatar: user’s profile image
        • Building: user’s assigned building
        • Business phone: user’s business phone number
        • Calendar integration (Outlook / None): indicates whether user’s account is integrated with Microsoft Outlook
        • City: user’s city of employment
        • Class: user’s class
        • Company: user’s employer
        • Cost center: user’s assigned cost center
        • Country code: country designation for the user’s work location
        • Created: date and time when the user profile was created
        • Created by: the name of the admin who created the user profile
        • Date format: user’s preferred format for dates
        • Default perspective: specific increment of time used for a user’s timeline; options are 1D, 5D, 1W, 2W, 1M, 3M, 6M, YTD, 1Y, or Max.
        • Department: user’s department
        • Domain: user’s domain
        • Domain Path: user’s domain path
        • Email: user’s primary email address
        • Employee number: user’s unique employee number
        • Enable Multifactor Authentication (True/False):
        • Failed login attempts: number of failed login attempts that the user is allowed
        • First Name: user’s first name
        • Gender: user’s gender
        • Home phone: user’s home phone
        • Internal Integration User (Email / None): option to designate a user as an internal integration user. See Mark service accounts as internal integration users.
        • Language: user’s preferred language
        • Last login: date of user’s last login attempt
        • Last login time: time of user’s last login attempt
        • Last Name: user’s last name
        • LDAP server: user’s LDAP server
        • Location: user’s location. This field is populated when the Geolocation tracked option is enabled.
        • Locked out: if set to true, the user is locked out of your ServiceNow instance, and all of the user’s active sessions are terminated. By default, all users with an admin role cannot lock themselves out.
        • Manager: user’s manager
        • Middle Name: user’s middle name
        • Mobile phone: user’s mobile phone number
        • Name: user’s full name
        • Notification (Email / None): type of notification that is sent to the user. Default is Email. A user can still receive notifications if they are subscribed to the notification or are specified as a recipient in the Email Notification form.
        • Password: user’s password. The password can be permanent or temporary.
        • Password needs reset: option to require a user to change the password during first login
        • Photo: indicates whether a photo image file is attached to the user profile
        • Prefix: user’s prefix
        • Roles: user’s assigned role(s)
        • Schedule: user’s schedule
        • Source: LDAP source for the user’s information
        • State / Province: state or province for the user’s place of employment
        • Street: user’s street address
        • Sys ID: user’s unique record identifier. The input value must be exactly 32 characters in length.
        • Time format: user’s preferred time format
        • Time zone: user’s time zone
        • Title: user’s title or job description
        • Updated: date of update to user’s information
        • Updated by: the person who performed the update
        • Updates: summary of the update
        • User ID: unique identifier for user’s account
        • VIP: VIP status; values are true or false.
        • Web service access only: users with this option selected are designated as non-interactive
        • Zip / Postal code: zip or postal code for the user’s place of employment

      Output

      Select output fields to display. The list of available input and output fields are identical.

      You do not have to display an output field for a corresponding input field that you’ve updated.

    • Update Incident

      Update an incident in ServiceNow using the system ID.

      Unless otherwise indicated, field types are text.

      Input Fields

      Incident

      • System ID: unique identifier of the incident. The system ID can be obtained by searching for an incident with our Search Incidents card or in ServiceNow itself.

      All other input fields on this card are dynamically generated based on your ServiceNow instance. The input fields will include the default fields provided by ServiceNow as well as any custom fields you’ve added.

      Output Fields

      Response

      • Status Code (number): success or failure of your HTTP request. Here is a list of all status codes.
    • Update User

      Update a user profile in Service Now.

      Unless otherwise indicated, field type is text.

      NOTE: The input fields on this card are dynamically generated based on your ServiceNow instance. The input fields will include these default fields provided by ServiceNow (First name, Last name, Email, etc.) as well as any custom fields you’ve added to your user table.

      Input

      In the Update User Action Card, select the input fields that you will use to update the new user account:

      • Active (true / false): status of the new user account
      • Business phone: user’s business phone number
      • Calendar integration (Outlook / None): indicates whether user’s account is integrated with Microsoft Outlook
      • Date format: user’s preferred format for dates
      • Department: user’s department
      • Email: user’s primary email address
      • First Name: user’s first name
      • Geolocation tracked: option to enable location tracking
      • Internal Integration User (Email / None): option to designate a user as an internal integration user. See Mark service accounts as internal integration users.
      • Last Name: user’s last name
      • Location: user’s location. This field is populated when the Geolocation tracked option is enabled.
      • Locked out: if set to true, the user is locked out of your ServiceNow instance, and all of the user’s active sessions are terminated. By default, all users with an admin role cannot lock themselves out.
      • Mobile phone: user’s mobile phone number
      • Notification (Email / None): type of notification that is sent to the user. Default is Email. A user can still receive notifications if they are subscribed to the notification or are specified as a recipient in the Email Notification form.
      • Password needs reset: option to require a user to change the password during first login
      • Password: user’s password. The password can be permanent or temporary.
      • Photo: indicates whether a photo image file is attached to the user profile
      • Time zone: user’s time zone
      • Title: user’s title or job description
      • User ID: unique identifier for user’s account
      • Web service access only: users with this option selected are designated as non-interactive

      Output

      The output fields can include the default fields provided by ServiceNow as well as any custom fields you’ve added to your user table.

      You do not have to display an output field for a corresponding input field that you’ve updated.