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ServiceNow Plugins

Service Now / Incident / Update State

Rundeck workflow step that changes an incident state

Configuration

The Service Now connection credentials are set in the project.properties file for your project. Password it’s a keystorage path to the password.

project.plugin.WorkflowStep.Service-Now-Incident-Change-State.url=https://server.service-now.com
project.plugin.WorkflowStep.Service-Now-Incident-Change-State.login=user
project.plugin.WorkflowStep.Service-Now-Incident-Change-State.password-key-storage-path=keys/servicenow/pass

or in framework.properties

servicenow.url=https://server.service-now.com
servicenow.login=user
servicenow.password-key-storage-path=keys/servicenow/pass

Usage

To use the plugin, configure the following mandatory inputs.

  • number: The Incident number to be updated.
  • newState: The new state of the Incident. It can be the number of the state or the description.

Adding dynamic list data

With these settings, at project level, the field state can be loaded dynamically (calling SN API), for example:

project.plugin.WorkflowStep.Service-Now-Incident-Change-State.url=https://server.service-now.com
project.plugin.WorkflowStep.Service-Now-Incident-Change-State.login=user
project.plugin.WorkflowStep.Service-Now-Incident-Change-State.password-key-storage-path=keys/servicenow/pass

Service Now / Incident / Check Assigned

Rundeck workflow step that checks assigned incidents

Configuration

The Service Now connection credentials are set in the project.properties file for your project. Password it’s a keystorage path to the password.

project.plugin.WorkflowStep.Service-Now-Incident-Check-Assigned.login=user
project.plugin.WorkflowStep.Service-Now-Incident-Check-Assigned.password-key-storage-path=keys/servicenow/pass
project.plugin.WorkflowStep.Service-Now-Incident-Check-Assigned.url=https://server.service-now.com

or in framework.properties

servicenow.url=https://server.service-now.com
servicenow.login=user
servicenow.password-key-storage-path=keys/servicenow/pass

Usage

To use the plugin, configure the following mandatory inputs.

  • caller: the username of the Caller field on the Incident.

This input is optional

  • state: If you want you can enter a state number or description to add to the search, this way the incidents assigned to the caller only on this state are going to be considered.

Service Now / Incident / Check State

Rundeck workflow step that checks an incident state

Configuration

The Service Now connection credentials are set in the project.properties file for your project. Password it’s a keystorage path to the password.

project.plugin.WorkflowStep.Service-Now-Incident-Check-State.login=user
project.plugin.WorkflowStep.Service-Now-Incident-Check-State.password-key-storage-path=keys/servicenow/pass
project.plugin.WorkflowStep.Service-Now-Incident-Check-State.url=https://server.service-now.com

or in framework.properties

servicenow.url=https://server.service-now.com
servicenow.login=user
servicenow.password-key-storage-path=keys/servicenow/pass

Usage

To use the plugin, configure the following mandatory inputs.

  • number: The Incident number to be checked.
  • state: The state to be checked. It can be the number of the state or the description.

Adding dynamic list data

With these settings, at project level, the field state can be loaded dynamically (calling SN API), for example:

project.plugin.WorkflowStep.Service-Now-Incident-Check-State.login=user
project.plugin.WorkflowStep.Service-Now-Incident-Check-State.password-key-storage-path=keys/servicenow/pass
project.plugin.WorkflowStep.Service-Now-Incident-Check-State.url=https://server.service-now.com

Service Now / Incident / Comment

Rundeck workflow step that comments an incident

Configuration

The Service Now connection credentials are set in the project.properties file for your project. Password it’s a keystorage path to the password.

project.plugin.WorkflowStep.Service-Now-Comment.login=user
project.plugin.WorkflowStep.Service-Now-Comment.password-key-storage-path=keys/servicenow/pass
project.plugin.WorkflowStep.Service-Now-Comment.url=https://server.service-now.com

or in framework.properties

servicenow.url=https://server.service-now.com
servicenow.login=user
servicenow.password-key-storage-path=keys/servicenow/pass

Service Now / Incident / Create

Rundeck workflow step that creates an incident

Configuration

The Service Now connection credentials are set in the project.properties file for your project. Password it’s a keystorage path to the password.

project.plugin.WorkflowStep.Service-Now-Incident-Create.login=user
project.plugin.WorkflowStep.Service-Now-Incident-Create.password-key-storage-path=keys/servicenow/pass
project.plugin.WorkflowStep.Service-Now-Incident-Create.url=https://server.service-now.com

or in framework.properties

servicenow.url=https://server.service-now.com
servicenow.login=user
servicenow.password-key-storage-path=keys/servicenow/pass

Usage

To use the plugin, configure the following mandatory inputs.

  • caller: the username of the assigned Caller field of the Incident.
  • Short Description: Short Description of the Incident

These inputs are optional and if left empty the default value of Service now it’s going to be used

  • urgency: A number representing the urgency of the incident (usually being 1 the most urgent). The list can be dynamically loaded using project settings (see settings below)
  • impact: A number representing the impact of the incident (usually being 1 the higher urgent). The list can be dynamically loaded using project settings (see settings below)
  • priority: A number representing the priority of the incident (calculated from urgency and impact).The list can be dynamically loaded using project settings (see settings below)
  • Assignment Group: list assigned groups. To populate the list dynamically, credentials need to be passed at the project level (see settings below)
  • Description: Full description of the incident

Adding dynamic list data

With these settings, at project level, the fields urgency, impact, priority and Assignment Group can be loaded dynamically, for example:

project.plugin.WorkflowStep.Service-Now-Incident-Create.login=admin
project.plugin.WorkflowStep.Service-Now-Incident-Create.password-key-storage-path=keys/somepath/pass
project.plugin.WorkflowStep.Service-Now-Incident-Create.select-impact-list={"1"\:"1 - High","2"\:"2 - Medium","3"\:"3 - Low"}
project.plugin.WorkflowStep.Service-Now-Incident-Create.select-priority-list={"1"\:"1 - Critical","2"\:"2 - High","3"\:"3 - Moderate","4"\:"4 - Low","5"\:"5 - Planning"}
project.plugin.WorkflowStep.Service-Now-Incident-Create.select-urgency-list={"1"\:"1 - High","2"\:"2 - Medium","3"\:"3 - Low"}
project.plugin.WorkflowStep.Service-Now-Incident-Create.url=https\://XXX.service-now.com

For Assignment Group the list is loaded with an SN API call.

Service Now / Incident / Edit

Rundeck workflow step that edits an incident

Configuration

The Service Now connection credentials are set in the project.properties file for your project. Password it’s a keystorage path to the password.

project.plugin.WorkflowStep.Service-Now-Incident-Edit.login=admin
project.plugin.WorkflowStep.Service-Now-Incident-Edit.password-key-storage-path=keys/servicenow/pass
project.plugin.WorkflowStep.Service-Now-Incident-Edit.url=https\://dev63229.service-now.com

or in framework.properties

servicenow.url=https://server.service-now.com
servicenow.login=user
servicenow.password-key-storage-path=keys/servicenow/pass

Usage

To use the plugin, configure the following mandatory inputs.

  • Incident Number: Incident number to be updated
  • Comment: Comment on incident

These inputs are optional and if left empty the default value of Service now it’s going to be used

  • state: State code. If not set, the change will be in New status. The list can be dynamically loaded using project settings (see settings below)
  • urgency: A number representing the urgency of the incident (usually being 1 the most urgent). The list can be dynamically loaded using project settings (see settings below)
  • impact: A number representing the impact of the incident (usually being 1 the higher urgent). The list can be dynamically loaded using project settings (see settings below)
  • priority: A number representing the priority of the incident (calculated from urgency and impact).The list can be dynamically loaded using project settings (see settings below)
  • Assignment Group: list assigned groups. To populate the list dynamically, credentials need to be passed at the project level (see settings below)

Adding dynamic list data

With these settings, at project level, the fields urgency, impact, priority , Assignment Group, state can be loaded dynamically, for example:

project.plugin.WorkflowStep.Service-Now-Incident-Edit.login=admin
project.plugin.WorkflowStep.Service-Now-Incident-Edit.password-key-storage-path=keys/servicenow/pass
project.plugin.WorkflowStep.Service-Now-Incident-Edit.select-impact-list={"1"\:"1 - High","2"\:"2 - Medium","3"\:"3 - Low"}
project.plugin.WorkflowStep.Service-Now-Incident-Edit.select-priority-list={"1"\:"1 - Critical","2"\:"2 - High","3"\:"3 - Moderate","4"\:"4 - Low","5"\:"5 - Planning"}
project.plugin.WorkflowStep.Service-Now-Incident-Edit.select-urgency-list={"1"\:"1 - High","2"\:"2 - Medium","3"\:"3 - Low"}
project.plugin.WorkflowStep.Service-Now-Incident-Edit.url=https\://dev63229.service-now.com

For Assignment Group and state the list is loaded with SN API call.

Service Now / Incident / View

Rundeck workflow step that views an incident

Configuration

The Service Now connection credentials are set in the project.properties file for your project. Password it’s a keystorage path to the password.

project.plugin.WorkflowStep.Service-Now-Incident-View.login=admin
project.plugin.WorkflowStep.Service-Now-Incident-View.password=keys/servicenow/pass
project.plugin.WorkflowStep.Service-Now-Incident-View.url=https\://dev63229.service-now.com

or in framework.properties

servicenow.url=https://server.service-now.com
servicenow.login=user
servicenow.password-key-storage-path=keys/servicenow/pass

Usage

To use the plugin, configure the following mandatory inputs.

  • Incident Number: Incident number to be updated

Service Now / Change / Check State

Rundeck workflow step that checks the state of a change request

Configuration

The Service Now connection credentials are set in the project.properties file for your project. Password it’s a keystorage path to the password.

project.plugin.WorkflowStep.Service-Now-Change-Check-State.url=https://server.service-now.com
project.plugin.WorkflowStep.Service-Now-Change-Check-State.login=user
project.plugin.WorkflowStep.Service-Now-Change-Check-State.password-key-storage-path=keys/servicenow/pass

or in framework.properties

servicenow.url=https://server.service-now.com
servicenow.login=user
servicenow.password-key-storage-path=keys/servicenow/pass

Usage

To use the plugin, configure the following mandatory inputs.

  • number: Number of the change.
  • State: State to be checked.

Service Now / Change / Update State

Rundeck workflow step that updates the state of a change request

Configuration

The Service Now connection credentials are set in the project.properties file for your project. Password it’s a keystorage path to the password.

project.plugin.WorkflowStep.Service-Now-Change-Update-State.url=https://server.service-now.com
project.plugin.WorkflowStep.Service-Now-Change-Update-State.login=user
project.plugin.WorkflowStep.Service-Now-Change-Update-State.password-key-storage-path=keys/servicenow/pass

or in framework.properties

servicenow.url=https://server.service-now.com
servicenow.login=user
servicenow.password-key-storage-path=keys/servicenow/pass

Usage

To use the plugin, configure the following mandatory inputs.

  • number: Number of the change.
  • New State: New State State to be used.

Service Now / Change / Create

Rundeck workflow step that creates a change on Service Now

Configuration

The Service Now connection credentials are set in the project.properties file for your project. Password it’s a keystorage path to the password.

project.plugin.WorkflowStep.Service-Now-Change-Create.url=https://server.service-now.com
project.plugin.WorkflowStep.Service-Now-Change-Create.login=user
project.plugin.WorkflowStep.Service-Now-Change-Create.password-key-storage-path=keys/servicenow/pass

or in framework.properties

servicenow.url=https://server.service-now.com
servicenow.login=user
servicenow.password-key-storage-path=keys/servicenow/pass

Usage

To use the plugin, configure the following mandatory inputs.

  • assignment group: The assignment group name or Id to assign.
  • Description: Short description to be used.
  • state: State code. If not set, the change will be in New status.
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