ServiceNow

ServiceNow é uma poderosa plataforma em nuvem projetada para agilizar e automatizar IT service management (ITSM), fluxos de trabalho e processos de negócio em toda a organização. O ServiceNow permite gerenciar incidentes, solicitações, tarefas, usuários e muito mais usando sua API extensiva.

Com o ServiceNow, você pode:

Automatizar fluxos de IT: Criar, ler, atualizar e excluir registros em qualquer tabela do ServiceNow, como incidents, tasks, change requests e users.
Integrar sistemas: Conectar o ServiceNow às suas outras ferramentas e processos para automação contínua.
Manter uma única fonte da verdade: Manter todos os dados de serviço e operações organizados e acessíveis.
Impulsionar eficiência operacional: Reduzir trabalho manual e melhorar a qualidade do serviço com fluxos personalizáveis e automação.

Na Zoen, a integração do ServiceNow permite que seus agentes interajam diretamente com a sua instância ServiceNow como parte dos seus fluxos. Os agentes podem criar, ler, atualizar ou excluir registros em qualquer tabela do ServiceNow e aproveitar dados de tickets ou usuários para automação e tomada de decisão sofisticadas. Esta integração conecta a automação de fluxos às operações de IT, capacitando seus agentes a gerenciar solicitações de serviço, incidentes, usuários e ativos sem intervenção manual. Ao conectar a Zoen ao ServiceNow, você pode automatizar tarefas de service management, melhorar tempos de resposta e garantir acesso consistente e seguro aos dados vitais de serviço da organização.

Parameter	Type	Required	Description
`instanceUrl`	string	Yes	ServiceNow instance URL (e.g., https://instance.service-now.com\)
`username`	string	Yes	ServiceNow username
`password`	string	Yes	ServiceNow password
`tableName`	string	Yes	Table name (e.g., incident, task, sys_user)
`fields`	json	Yes	Fields to set on the record as JSON object (e.g., {"short_description": "Issue title", "priority": "1"})

Output

Parameter	Type	Description
`record`	json	Created ServiceNow record with sys_id and other fields
`metadata`	json	Operation metadata

`servicenow_read_record`

Read records from a ServiceNow table

Input

Parameter	Type	Required	Description
`instanceUrl`	string	Yes	ServiceNow instance URL (e.g., https://instance.service-now.com\)
`username`	string	Yes	ServiceNow username
`password`	string	Yes	ServiceNow password
`tableName`	string	Yes	Table name (e.g., incident, task, sys_user, change_request)
`sysId`	string	No	Specific record sys_id (e.g., 6816f79cc0a8016401c5a33be04be441)
`number`	string	No	Record number (e.g., INC0010001)
`query`	string	No	Encoded query string (e.g., "active=true^priority=1")
`limit`	number	No	Maximum number of records to return (e.g., 10, 50, 100)
`offset`	number	No	Number of records to skip for pagination (e.g., 0, 10, 20)
`fields`	string	No	Comma-separated list of fields to return (e.g., sys_id,number,short_description,state)
`displayValue`	string	No	Return display values for reference fields: "true" (display only), "false" (sys_id only), or "all" (both)

Output

Parameter	Type	Description
`records`	array	Array of ServiceNow records
`metadata`	json	Operation metadata

`servicenow_update_record`

Update an existing record in a ServiceNow table

Input

Parameter	Type	Required	Description
`instanceUrl`	string	Yes	ServiceNow instance URL (e.g., https://instance.service-now.com\)
`username`	string	Yes	ServiceNow username
`password`	string	Yes	ServiceNow password
`tableName`	string	Yes	Table name (e.g., incident, task, sys_user, change_request)
`sysId`	string	Yes	Record sys_id to update (e.g., 6816f79cc0a8016401c5a33be04be441)
`fields`	json	Yes	Fields to update as JSON object (e.g., {"state": "2", "priority": "1"})

Output

Parameter	Type	Description
`record`	json	Updated ServiceNow record
`metadata`	json	Operation metadata

`servicenow_delete_record`

Delete a record from a ServiceNow table

Input

Parameter	Type	Required	Description
`instanceUrl`	string	Yes	ServiceNow instance URL (e.g., https://instance.service-now.com\)
`username`	string	Yes	ServiceNow username
`password`	string	Yes	ServiceNow password
`tableName`	string	Yes	Table name (e.g., incident, task, sys_user, change_request)
`sysId`	string	Yes	Record sys_id to delete (e.g., 6816f79cc0a8016401c5a33be04be441)

Output

Parameter	Type	Description
`success`	boolean	Whether the deletion was successful
`metadata`	json	Operation metadata

`servicenow_aggregate`

Compute aggregate statistics (count, sum, average, min, max, group by) over a ServiceNow table

Input

Parameter	Type	Required	Description
`instanceUrl`	string	Yes	ServiceNow instance URL (e.g., https://instance.service-now.com\)
`username`	string	Yes	ServiceNow username
`password`	string	Yes	ServiceNow password
`tableName`	string	Yes	Table name (e.g., incident, change_request, task)
`query`	string	No	Encoded query string to filter records before aggregating (e.g., "active=true")
`count`	boolean	No	Return the count of matching records
`groupBy`	string	No	Comma-separated fields to group results by (e.g., category,priority)
`avgFields`	string	No	Comma-separated numeric fields to average (e.g., reassignment_count)
`sumFields`	string	No	Comma-separated numeric fields to sum
`minFields`	string	No	Comma-separated fields to compute the minimum of
`maxFields`	string	No	Comma-separated fields to compute the maximum of
`having`	string	No	Filter on aggregate results (e.g., "count>5")
`displayValue`	string	No	Return display values for grouped reference fields: "true", "false", or "all"

Output

Parameter	Type	Description
`result`	json	Aggregate result. Ungrouped: {stats: {count, sum, avg, min, max}}. Grouped: array of {stats, groupby_fields}.
`count`	number	Total matching record count (only present for ungrouped count queries)
`metadata`	json	Operation metadata (grouped, groupCount)

`servicenow_list_attachments`

List the attachments on a ServiceNow record

Input

Parameter	Type	Required	Description
`instanceUrl`	string	Yes	ServiceNow instance URL (e.g., https://instance.service-now.com\)
`username`	string	Yes	ServiceNow username
`password`	string	Yes	ServiceNow password
`tableName`	string	Yes	Table that owns the record (e.g., incident, change_request)
`recordSysId`	string	Yes	sys_id of the record whose attachments should be listed
`limit`	number	No	Maximum number of attachments to return

Output

Parameter	Type	Description
`attachments`	array	Attachment metadata records
↳ `sys_id`	string	Attachment sys_id
↳ `file_name`	string	File name
↳ `content_type`	string	MIME type
↳ `size_bytes`	string	File size in bytes
↳ `download_link`	string	Direct download URL for the file
`metadata`	json	Operation metadata (recordCount)

`servicenow_download_attachment`

Download an attachment file from ServiceNow by its sys_id

Input

Parameter	Type	Required	Description
`instanceUrl`	string	Yes	ServiceNow instance URL (e.g., https://instance.service-now.com\)
`username`	string	Yes	ServiceNow username
`password`	string	Yes	ServiceNow password
`attachmentSysId`	string	Yes	sys_id of the attachment to download (from List Attachments)

Output

Parameter	Type	Description
`file`	file	Downloaded attachment stored in execution files
`content`	string	Base64 encoded file content

`servicenow_upload_attachment`

Attach a file to a ServiceNow record

Input

Parameter	Type	Required	Description
`instanceUrl`	string	Yes	ServiceNow instance URL (e.g., https://instance.service-now.com\)
`username`	string	Yes	ServiceNow username
`password`	string	Yes	ServiceNow password
`tableName`	string	Yes	Table that owns the record (e.g., incident, change_request)
`recordSysId`	string	Yes	sys_id of the record to attach the file to
`fileName`	string	Yes	Name to give the uploaded file (e.g., logs.txt)
`file`	file	No	File to upload (UserFile object)

Output

Parameter	Type	Description
`attachment`	json	Created attachment metadata (sys_id, file_name, content_type, download_link)
`metadata`	json	Operation metadata

Parameter	Type	Required	Description
`webhookSecret`	string	Yes	Required. Use the same value in your ServiceNow Business Rule as Bearer token or X-Zoen-Webhook-Secret.
`tableName`	string	No	Optionally filter to a specific ServiceNow table

Output

Parameter	Type	Description
`sysId`	string	Unique system ID of the record
`number`	string	Record number (e.g., INC0010001, CHG0010001)
`tableName`	string	ServiceNow table name
`shortDescription`	string	Short description of the record
`description`	string	Full description of the record
`state`	string	Current state of the record
`priority`	string	Priority level (1=Critical, 2=High, 3=Moderate, 4=Low, 5=Planning)
`assignedTo`	string	User assigned to this record
`assignmentGroup`	string	Group assigned to this record
`createdBy`	string	User who created the record
`createdOn`	string	When the record was created (ISO 8601)
`updatedBy`	string	User who last updated the record
`updatedOn`	string	When the record was last updated (ISO 8601)
`type`	string	Change type (Normal, Standard, Emergency)
`risk`	string	Risk level of the change
`impact`	string	Impact level of the change
`approval`	string	Approval status
`startDate`	string	Planned start date
`endDate`	string	Planned end date
`category`	string	Change category
`record`	json	Full change request record data

ServiceNow Change Request Updated

Trigger workflow when a change request is updated in ServiceNow

Configuration

Parameter	Type	Required	Description
`webhookSecret`	string	Yes	Required. Use the same value in your ServiceNow Business Rule as Bearer token or X-Zoen-Webhook-Secret.
`tableName`	string	No	Optionally filter to a specific ServiceNow table

Output

Parameter	Type	Description
`sysId`	string	Unique system ID of the record
`number`	string	Record number (e.g., INC0010001, CHG0010001)
`tableName`	string	ServiceNow table name
`shortDescription`	string	Short description of the record
`description`	string	Full description of the record
`state`	string	Current state of the record
`priority`	string	Priority level (1=Critical, 2=High, 3=Moderate, 4=Low, 5=Planning)
`assignedTo`	string	User assigned to this record
`assignmentGroup`	string	Group assigned to this record
`createdBy`	string	User who created the record
`createdOn`	string	When the record was created (ISO 8601)
`updatedBy`	string	User who last updated the record
`updatedOn`	string	When the record was last updated (ISO 8601)
`type`	string	Change type (Normal, Standard, Emergency)
`risk`	string	Risk level of the change
`impact`	string	Impact level of the change
`approval`	string	Approval status
`startDate`	string	Planned start date
`endDate`	string	Planned end date
`category`	string	Change category
`record`	json	Full change request record data

ServiceNow Incident Created

Trigger workflow when a new incident is created in ServiceNow

Configuration

Parameter	Type	Required	Description
`webhookSecret`	string	Yes	Required. Use the same value in your ServiceNow Business Rule as Bearer token or X-Zoen-Webhook-Secret.
`tableName`	string	No	Optionally filter to a specific ServiceNow table

Output

Parameter	Type	Description
`sysId`	string	Unique system ID of the record
`number`	string	Record number (e.g., INC0010001, CHG0010001)
`tableName`	string	ServiceNow table name
`shortDescription`	string	Short description of the record
`description`	string	Full description of the record
`state`	string	Current state of the record
`priority`	string	Priority level (1=Critical, 2=High, 3=Moderate, 4=Low, 5=Planning)
`assignedTo`	string	User assigned to this record
`assignmentGroup`	string	Group assigned to this record
`createdBy`	string	User who created the record
`createdOn`	string	When the record was created (ISO 8601)
`updatedBy`	string	User who last updated the record
`updatedOn`	string	When the record was last updated (ISO 8601)
`urgency`	string	Urgency level (1=High, 2=Medium, 3=Low)
`impact`	string	Impact level (1=High, 2=Medium, 3=Low)
`category`	string	Incident category
`subcategory`	string	Incident subcategory
`caller`	string	Caller/requester of the incident
`resolvedBy`	string	User who resolved the incident
`resolvedAt`	string	When the incident was resolved
`closeNotes`	string	Notes added when the incident was closed
`record`	json	Full incident record data

ServiceNow Incident Updated

Trigger workflow when an incident is updated in ServiceNow

Configuration

Parameter	Type	Required	Description
`webhookSecret`	string	Yes	Required. Use the same value in your ServiceNow Business Rule as Bearer token or X-Zoen-Webhook-Secret.
`tableName`	string	No	Optionally filter to a specific ServiceNow table

Output

Parameter	Type	Description
`sysId`	string	Unique system ID of the record
`number`	string	Record number (e.g., INC0010001, CHG0010001)
`tableName`	string	ServiceNow table name
`shortDescription`	string	Short description of the record
`description`	string	Full description of the record
`state`	string	Current state of the record
`priority`	string	Priority level (1=Critical, 2=High, 3=Moderate, 4=Low, 5=Planning)
`assignedTo`	string	User assigned to this record
`assignmentGroup`	string	Group assigned to this record
`createdBy`	string	User who created the record
`createdOn`	string	When the record was created (ISO 8601)
`updatedBy`	string	User who last updated the record
`updatedOn`	string	When the record was last updated (ISO 8601)
`urgency`	string	Urgency level (1=High, 2=Medium, 3=Low)
`impact`	string	Impact level (1=High, 2=Medium, 3=Low)
`category`	string	Incident category
`subcategory`	string	Incident subcategory
`caller`	string	Caller/requester of the incident
`resolvedBy`	string	User who resolved the incident
`resolvedAt`	string	When the incident was resolved
`closeNotes`	string	Notes added when the incident was closed
`record`	json	Full incident record data

ServiceNow Webhook (All Events)

Trigger workflow on any ServiceNow webhook event

Configuration

Parameter	Type	Required	Description
`webhookSecret`	string	Yes	Required. Use the same value in your ServiceNow Business Rule as Bearer token or X-Zoen-Webhook-Secret.
`tableName`	string	No	Optionally filter to a specific ServiceNow table

Output

Parameter	Type	Description
`sysId`	string	Unique system ID of the record
`number`	string	Record number (e.g., INC0010001, CHG0010001)
`tableName`	string	ServiceNow table name
`shortDescription`	string	Short description of the record
`description`	string	Full description of the record
`state`	string	Current state of the record
`priority`	string	Priority level (1=Critical, 2=High, 3=Moderate, 4=Low, 5=Planning)
`assignedTo`	string	User assigned to this record
`assignmentGroup`	string	Group assigned to this record
`createdBy`	string	User who created the record
`createdOn`	string	When the record was created (ISO 8601)
`updatedBy`	string	User who last updated the record
`updatedOn`	string	When the record was last updated (ISO 8601)
`eventType`	string	The type of event that triggered this workflow (e.g., insert, update, delete)
`category`	string	Record category
`record`	json	Full record data from the webhook payload

ServiceNow

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