ServiceNow steps

Flow Designer has a number of built-in steps to help you integrate ServiceNow into your event management and incident response flows.

The following steps are available:

  • Create Incident: automatically create a new incident in ServiceNow, populating it with information from the event or any previous steps in the flow.
  • Add Comment: automatically add a comment to an incident, either as a public comment or an internal work note, including information from the event or previous steps in the flow.
  • Update Incident: automatically update an incident as information about the event changes.

To use the ServiceNow steps in your flows, you need the xMatters app installed in your ServiceNow instance, and you need to set up an endpoint that uses the ServiceNow authentication type (you can add this when you configure the step).

In the example above, the flow creates a ServiceNow incident based on the response a recipient selects in the event notification, and includes details from the source system. A Jira Cloud issue is created with additional information from the ServiceNow incident. A comment (internal) is added to the ServiceNow incident with the Jira Issue ID, then a message is posted to a Slack channel with information from the event, the ServiceNow incident, and the Jira Cloud issue. Finally, the ServiceNow incident is updated with the name of the Slack channel and the thread the team used to collaborate in resolving the issue.

Create Incident

Use the Create Incident step to automatically create a new incident in ServiceNow. Map outputs from previous steps to the inputs; at runtime, the values in the inputs are used to fill in the incident record.

Update Incident

Use the Update Incident step to automatically update the details of an existing ServiceNow incident. Map outputs from previous steps to the inputs; at runtime, the values in the inputs are used to determine the incident to update and update the record.

Add Comment

Use the Add Comment step to automatically add a comment to an incident in ServiceNow, either as an public comment or an internal work note. Map outputs from previous steps to the inputs; at runtime, the values in the inputs are used to determine the incident to update and the comment to add.