ServiceNow Ticket Actions

Follow the steps below to add a ServiceNow Action Provider.

Prerequisites

A ServiceNow credential configured in the Hydden platform.

NOTE

For ServiceNow incident management creation, the ServiceNow account should be marked as a Web Service Access Only account. Custom roles are not required.

Creating a ServiceNow Provider

1. In Hydden, navigate to Configuration | Automate.
2. On the Providers tab, click + Add New.
3. On the modal, from the Type drop-down, select ServiceNow.
4. For Name and Description, provide a use case relevant provider name and description details.
5. From the Type drop-down, select ServiceNow.
6. For Endpoint, provide the ServiceNow endpoint from your ServiceNow tenant.
7. From the Credential drop-down, select the pre-configured ServiceNow tenant credential.
8. Click Save.

Creating a ServiceNow Workflow

1. Navigate to Configuration | Automate.
2. On the Workflow tab, select + Add New.
3. For Name and Description, provide a use case relevant workflow name and description details.
4. From the Trigger drop-down, select ServiceNow.
5. From the Action drop-down, select your configured ServiceNow provider.
6. For Short Description, provide a title like description for the ServiceNow ticket, for example, Collection in [data source x] failed - please investigate.
7. For Description, provide a detailed ticket description. The available variables are auto-displayed when you type { into the text field. Refer to Triggers to see the complete variable list.
8. Click Save.

NOTE

A collection must be run successfully at least once before actions can be triggered.