ServiceNow package

ServiceNow is a leading software provider of digital work flows for enterprise operations. The Automation 360 ServiceNow command package uses the ServiceNow APIs to let you build and deploy bots in Automation 360 that work with records and triggers in ServiceNow.

注：

The ServiceNow mark and logo are trademarks or registered trademarks of ServiceNow and are used for identification purposes only.

Overview

This package provides actions to authenticate with ServiceNow and perform several actions with records and attachments. To perform these actions in ServiceNow, Automation 360 uses these APIs:

Automation 360 bots can increase process efficiency for these types of work flows: customer account creation and management, customer verification, employee on-boarding and off-boarding, data extraction and migration, and claims and invoice processing. Automation 360 helps extend the core work flow capabilities of ServiceNow so that you can automate repetitive tasks for intelligent, end-to-end automation. This Automation 360 command package enables Automation 360 bots and processes to use ServiceNow API features natively within the Automation 360 platform.

Prerequisites

  • The bot creator must have access to a ServiceNow account with required permissions to perform tasks enabled by this package. See Roles.
  • Follow ServiceNow guidelines for authenticating to external client with OAuth 2.0. See Setup OAuth.
  • Create a Developer account and Developer instance in ServiceNow. See Personal Developer Instances.

File streaming

The ServiceNow package now supports file stream capability. The file stream capability enables you to create, manage, and run API Tasks for file-based operations as it enables you to stream the file directly from the ServiceNow instance. Streaming the file directly from the data source eliminates the need to download and upload the file using appropriate actions. For more information about file streams, see File streaming using file variable.

You can use the Assign file action to create a file variable to hold the file stream, and then you can use the file variable as inputs in any file stream compatible actions within the session. The Upload file attachment action also supports file streams. Both these actions enable you to create automations for use cases where a ServiceNow attachment is involved.

Triggers

The ServiceNow package contains both event triggers and web triggers. You can use the ServiceNow triggers to start Automation 360 bots to respond to the events in ServiceNow such as incident creation, updates, and so on.

For more information about ServiceNow event triggers, see:

For more information about ServiceNow web triggers, see ServiceNow web triggers.

The following video shows the interaction between Automation 360 and ServiceNow when you use ServiceNow command package:

Use cases

The key use cases for this package include:
  • Create, read, update, and delete records from a ServiceNow table.
  • Add, download, and delete attachments on ServiceNow records.
  • Streamline Incident responses.
  • Trigger specific automations from the creation of new Incidents or Incident updates.