ServiceNow web triggers

ServiceNow web triggers are configured to monitor events on a ServiceNow instance.

Overview

The ServiceNow web trigger listens for specific events in a ServiceNow instance. When the event occurs in the monitored instance, the trigger initiates the configured automation workflow.

The ServiceNow web triggers use OAuth to authenticate the connection to ServiceNow instance. See 创建 OAuth 连接 for more information about OAuth connections.
注： ServiceNow web trigger does not require offline access authorization or token scope for the OAuth connection.

You can use the event table filters from the ServiceNow instance (Filter criteria (optional)) and the ServiceNow user roles (Filter criteria by Role (optional)) as filters for the subscribed events. These server-side filters allow you to repurpose the ServiceNow options without defining separate filters within the automation. The filters process only the relevant incoming data, thereby reducing the system load.

Supported events

The ServiceNow web trigger supports the following events:

Events Description
When new record is inserted When a new record is created in the monitored event table of the ServiceNow instance.
When existing record is updated When an existing record is updated in the monitored event table of the ServiceNow instance.
When existing record is deleted When an existing record is deleted in the monitored event table of the ServiceNow instance.
When existing record is queried When a search query is made for an existing record in the monitored event table of the ServiceNow instance.

Prerequisites

Ensure that the following prerequisites are met:

  • A Bot Creator or Citizen Developer license.
  • EVENT TRIGGERS and View my bots permissions.
  • Check in and Check out permission on the folders in which the automation is located.
  • An active OAuth connection for the ServiceNow instance.

Settings

The following settings are available for ServiceNow web triggers:

Screenshot of ServiceNow web trigger settings

ServiceNow URL
Enter the URL of your ServiceNow instance.
Event Type (Table)
Enter the name of the table that the trigger must monitor.

You can enter the title of any table within the ServiceNow instance. For example, to monitor any changes in ServiceNow incidents, enter incidents, or to monitor any changes in ServiceNow Problems, enter problems.

Listen to event
Select one or more events that the trigger must monitor.
Filter criteria (optional)
The Filter criteria option allows you to reuse the filters created in ServiceNow instance for sorting and viewing entries in the event table as a event filter. Only events that satisfy the filter criteria are used as the filter for the trigger.

Right-click on the filters displayed on any events table in ServiceNow, and then click Copy query to copy the filter. Paste the copied filter in the Filter criteria field to use it as a trigger condition.

Filter criteria by Role (optional)
The Filter criteria by Role option allows you to use the roles available in the ServiceNow instance as the trigger criteria. This option allows you to filter events that a user with a specific role creates, modifies, or deletes.
Control room OAuth connection
Use the Pick option, and follow the prompts in the Pick an OAuth connection modal to select a configured OAuth connection for the ServiceNow instance.
Response (optional)
Use the Response option to save the trigger response data in a Record variable. You can either create a new variable or select an existing variable to store this response data. The trigger response data captures the information from the Table API response body in a key-value pair format.
Use the key as a name in the Record variable, allowing this data to serve as inputs for other actions within the automation. Once the bot finishes running, the Audit log logs the trigger response data in a Bot run by trigger event.
For more information about ServiceNow Table API and keys, see Response body parameters of Table-GET section in Table API.