This service enables you to update an incident ticket.
The following service template details apply to the Update ServiceNow Incident Ticket service template.
This service template does not have an associated service.
Software and setup prerequisites
For software and setup prerequisites, see Service template prerequisites.
Edit Service settings
The following table lists the Edit Service settings for the Update ServiceNow Incident Ticket service template.
| Navigation pane | Settings pane | Description |
|---|---|---|
| ServiceNow | ServiceNow Connection Name | Specify the ServiceNow connection name registered in the Web Service Connection.
This setting is required. |
| sys_id | Specify the system ID (sys_id) of the ticket.
This setting is required. |
|
| Request Section | active | Active |
| activity_due | Activity due | |
| additional_assignee_list | Additional assignee list | |
| approval | Approval | |
| approval_history | Approval history | |
| approval_set | Approval set | |
| assigned_to | Assigned to | |
| assignment_group | Assignment group | |
| business_duration | Business duration | |
| business_service | Business service | |
| business_stc | Business resolve time | |
| calendar_duration | Duration | |
| calendar_stc | Resolve time | |
| caller_id | Caller | |
| category | Category | |
| child_incidents | Child incidents | |
| closed_at | Closed | |
| closed_by | Closed by | |
| cmdb_ci | Configuration item | |
| company | Company | |
| contact_type | Contact type | |
| correlation_display | Correlation display | |
| correlation_id | Correlation ID | |
| delivery_plan | Delivery plan | |
| delivery_task | Delivery task | |
| description | Description | |
| due_date | Due date | |
| escalation | Escalation | |
| expected_start | Expected start | |
| follow_up | Follow up | |
| group_list | Group list | |
| hold_reason | On hold reason | |
| impact | Impact | |
| incident_state | Incident state | |
| location | Location | |
| made_sla | Made SLA | |
| notify | Notify | |
| number | Number | |
| opened_at | Opened | |
| opened_by | Opened by | |
| order | Order | |
| parent | Parent | |
| parent_incident | Parent incident | |
| priority | Priority | |
| reassignment_count | Reassignment count | |
| reopen_count | Reopen count | |
| reopened_by | Last reopened by | |
| reopened_time | Reopened time | |
| route_reason | Route reason | |
| service_offering | Service offering | |
| severity | Severity | |
| short_description | Short description | |
| sla_due | SLA due | |
| state | State | |
| subcategory | Subcategory | |
| sys_class_name | Task type | |
| sys_created_by | Created by | |
| sys_created_on | Created | |
| sys_domain | Domain | |
| sys_domain_path | Domain path | |
| sys_mod_count | Updates | |
| sys_updated_by | Updated by | |
| sys_updated_on | Updated | |
| task_effective_number | Effective number | |
| time_worked | Time worked | |
| universal_request | Universal request | |
| upon_approval | Upon approval | |
| upon_reject | Upon reject | |
| urgency | Urgency | |
| user_input | User input | |
| work_end | Work end | |
| work_start | Work start | |
| Note Section | comments | Additional comments |
| comments_and_work_notes | Comments and work notes | |
| watch_list | Watch list | |
| work_notes | Work notes | |
| work_notes_list | Work notes list | |
| Related Record Section | caused_by | Caused by Change |
| problem_id | Problem | |
| rfc | Change Request | |
| Resolution Information Section | close_code | Resolution code |
| close_notes | Resolution notes | |
| knowledge | Knowledge | |
| resolved_at | Resolved | |
| resolved_by | Resolved by | |
| Query Parameters | sysparm_display_value |
Whether to return the actual values of the field or return the display values.
|
| sysparm_exclude_reference_link |
Whether to add detailed information for the reference field.
|
|
| sysparm_fields |
Specify the field names you want to return in the response in comma-separated values. The specified value will be encoded before sending a Table API request. |
|
| sysparm_input_display_value |
Whether to set the input values as the display value or as the actual value.
|
|
| sysparm_suppress_auto_sys_field |
Whether to suppress auto-generation of the System field.
|
|
| sysparm_view |
A parameter that renders the response according to the specified UI view. The specified value will be encoded before sending a Table API request. This is overridden by sysparm_fields. |
Submit Service settings
The following table lists the submit Service settings for the Update ServiceNow Incident Ticket service template.
| Navigation pane | Settings pane | Description |
|---|---|---|
| ServiceNow | ServiceNow Connection Name | Specify the ServiceNow connection
name registered in the Web Service Connection. This setting is required. |
| sys_id | Specify the system ID (sys_id) of the
ticket. This setting is required. |
|
| Request Section | active | Active |
| activity_due | Activity due | |
| additional_assignee_list | Additional assignee list | |
| approval | Approval | |
| approval_history | Approval history | |
| approval_set | Approval set | |
| assigned_to | Assigned to | |
| assignment_group | Assignment group | |
| business_duration | Business duration | |
| business_service | Business service | |
| business_stc | Business resolve time | |
| calendar_duration | Duration | |
| calendar_stc | Resolve time | |
| caller_id | Caller | |
| category | Category | |
| child_incidents | Child incidents | |
| closed_at | Closed | |
| closed_by | Closed by | |
| cmdb_ci | Configuration item | |
| company | Company | |
| contact_type | Contact type | |
| correlation_display | Correlation display | |
| correlation_id | Correlation ID | |
| delivery_plan | Delivery plan | |
| delivery_task | Delivery task | |
| description | Description | |
| due_date | Due date | |
| escalation | Escalation | |
| expected_start | Expected start | |
| follow_up | Follow up | |
| group_list | Group list | |
| hold_reason | On hold reason | |
| impact | Impact | |
| incident_state | Incident state | |
| location | Location | |
| made_sla | Made SLA | |
| notify | Notify | |
| number | Number | |
| opened_at | Opened | |
| opened_by | Opened by | |
| order | Order | |
| parent | Parent | |
| parent_incident | Parent incident | |
| priority | Priority | |
| reassignment_count | Reassignment count | |
| reopen_count | Reopen count | |
| reopened_by | Last reopened by | |
| reopened_time | Reopened time | |
| route_reason | Route reason | |
| service_offering | Service offering | |
| severity | Severity | |
| short_description | Short description | |
| sla_due | SLA due | |
| state | State | |
| subcategory | Subcategory | |
| sys_class_name | Task type | |
| sys_created_by | Created by | |
| sys_created_on | Created | |
| sys_domain | Domain | |
| sys_domain_path | Domain path | |
| sys_mod_count | Updates | |
| sys_updated_by | Updated by | |
| sys_updated_on | Updated | |
| task_effective_number | Effective number | |
| time_worked | Time worked | |
| universal_request | Universal request | |
| upon_approval | Upon approval | |
| upon_reject | Upon reject | |
| urgency | Urgency | |
| user_input | User input | |
| work_end | Work end | |
| work_start | Work start | |
| Note Section | comments | Additional comments |
| comments_and_work_notes | Comments and work notes | |
| watch_list | Watch list | |
| work_notes | Work notes | |
| work_notes_list | Work notes list | |
| Related Record Section | caused_by | Caused by Change |
| problem_id | Problem | |
| rfc | Change Request | |
| Resolution Information Section | close_code | Resolution code |
| close_notes | Resolution notes | |
| knowledge | Knowledge | |
| resolved_at | Resolved | |
| resolved_by | Resolved by | |
| Query Parameters | sysparm_display_value |
Whether to return the actual values of the field or return the display values.
|
| sysparm_exclude_reference_link |
Whether to add detailed information for the reference field.
|
|
| sysparm_fields |
Specify the field names you want to return in the response in comma-separated values. The specified value will be encoded before sending a Table API request. |
|
| sysparm_input_display_value |
Whether to set the input values as the display value or as the actual value.
|
|
| sysparm_suppress_auto_sys_field |
Whether to suppress auto-generation of the System field.
|
|
| sysparm_view |
A parameter that renders the response according to the specified UI view. The specified value will be encoded before sending a Table API request. This is overridden by sysparm_fields. |