Service Now as Ticketing System

[Community_User]

Originally posted on December 7 2021 at 11:41 UTC

Hi Team,

We are looking for ServiceNow CreateTicket json and TicketStatus json for creating SRQ in ServiceNow.

Can you please let us know if this can be achieved using REST or SOAP Connector Type?

If possible please share a sample json

[Community_User]

Originally posted on December 7 2021 at 16:58 UTC

Hello Manish,

Many of our customers using REST connector to create the ticket in service now using below JSONs which will go in to service desk connection at the security system level. Please check the JSON and see if it meets your requirements.

https://saviynt.freshdesk.com/a/solutions/articles/43000463489

Also we have saviynt app for service now which you can download from servicenow marketplace.

https://saviynt.freshdesk.com/a/solutions/articles/43000636042

Regards,

Sagar Srikantaiah

Product & Partner Success

[Community_User]

Originally posted on December 8 2021 at 05:10 UTC

Hi Sagar,

Thanks for the information.

Few information which I see is not articulated clearly in the document :

a) How OAUTH can be configured at ServiceNow?

b) Connection JSON for ServiceNow as ticketing system is not working

c) CREATETICKETJSON talks about sc_task. I am not sure how can we use the same for SRQ Creation?

Can you please help in getting the json verified and updated.

Thanks

Manish Kumar

[Community_User · Accepted solution]

Originally posted on December 8 2021 at 21:02 UTC

Hello Manish,

Please find the response inline

a) How OAUTH can be configured at ServiceNow?

   The Freshdesk Connection JSON section described about various authentication type like basic or application contrast ( https://api.contrastsecurity.com/# ). Please check with servicenow admin on generating the access token and try the authentication once using POSTAMAN tool by making simple get ticket call.

b) Connection JSON for ServiceNow as ticketing system is not working

What is not working? What you see in the logs?

c) CREATETICKETJSON talks about sc_task. I am not sure how can we use the same for SRQ Creation?

REST Connector is a framework where you can use any API end points similar to sc_task. Servicenow has many objects like request item, request task etc. Based on your requirement build the API endpoints.

check for the ServiceNow Doc for the details around SRQ and try the same in postman tool before you try out in Saviynt 

https://developer.servicenow.com/dev.do#!/reference/api/rome/rest

Regards,

Sagar Srikantaiah

Product & Partner Success

[Community_User]

Originally posted on December 10 2021 at 05:05 UTC

Thanks Sagar.