Of course heres a custom action
{
"name": "SN Get Case - Exported 2023-06-29 @ 23:47",
"integrationType": "custom-rest-actions",
"actionType": "custom",
"config": {
"request": {
"requestUrlTemplate": "https://your-servicenow-instance.service-now.com/api/srlsi/Case?caseNumber=${input.caseNumber}",
"requestType": "GET",
"headers": {
"Authorization": "Your Bearer Token"
},
"requestTemplate": "${input.rawRequest}"
},
"response": {
"translationMap": {
"estatus": "$.result[0].estatus",
"next_step": "$.result[0].next_step",
"updated": "$.result[0].updated",
"assigned_to": "$.result[0].assigned_to"
},
"translationMapDefaults": {},
"successTemplate": "{\"next_step\": ${next_step},\"assigned_to\": ${assigned_to}, \"updated\": ${updated}, \"estatus\": ${estatus}}"
}
},
"contract": {
"input": {
"inputSchema": {
"type": "object",
"properties": {
"caseNumber": {
"type": "string"
}
},
"additionalProperties": true
}
},
"output": {
"successSchema": {
"type": "object",
"properties": {
"next_step": {
"type": "string"
},
"assigned_to": {
"type": "string"
},
"updated": {
"type": "string"
},
"estatus": {
"type": "string"
}
},
"additionalProperties": true
}
}
},
"secure": true
}
navigate to this page within your servicenow instance
https://your-servicenow-instance.service-now.com/$restapi.do
And explore the prebuild apis ready to consume
and heres a scripted rest api documentation from servicenow if you want something more advance.
https://docs.servicenow.com/bundle/rome-application-development/page/integrate/custom-web-services/concept/c_CustomWebServices.html
I recommend you to create a free servicenow developer instance here
https://developer.servicenow.com/dev.do#!/home
So you can destroy everything in a safe environment!
------------------------------
Marco Galindo
SRL Soluciones e Implementaciones, S.A. de C.V.
------------------------------
Original Message:
Sent: 06-29-2023 05:21
From: Yvgeni Liberman
Subject: Data Action for ServiceNow integration
Dear Marco,
Many thanks for Your information.
Some additional question, from where You got the information about "SCRIPTED REST APIs", does it "built in" ServiceNow API, or somebody from ServiceNow or their integrators created the specific WEB Services for You?
Maybe You can send me some examples (exports to JSON) of the Data actions that You are using?
------------------------------
Best regards,
Yvgeni Liberman
ITNAV-Pro Ltd.
Original Message:
Sent: 06-29-2023 02:26
From: Marco Galindo
Subject: Data Action for ServiceNow integration
Hi Yvgeni, we already have data actions running from the cloud consuming ServiceNow. In our flows, we provide options for customers to access their cases. We have tried using both CSM and ITSM for this purpose. Cloud data actions make everything very easy, while in ServiceNow, we utilize SCRIPTED REST APIs with ServiceNow GlideRecord code. Although I haven't found a comprehensive best practices document for this kind of integrations between the two platforms yet, reading the documentation of both platforms should suffice.
------------------------------
Marco Galindo
SRL Soluciones e Implementaciones, S.A. de C.V.
Original Message:
Sent: 06-28-2023 14:51
From: Yvgeni Liberman
Subject: Data Action for ServiceNow integration
Hi,
Does anyone have experience with connection to the ServiceNow (ITSM) for getting/sending data from the IVR flow?
Maybe exist any "best practice" document?
#ArchitectureandDesign
#Implementation
#Integrations
#Unsure/Other
------------------------------
Best regards,
Yvgeni Liberman
ITNAV-Pro Ltd.
------------------------------