I have not worked on ServiceNow before. I am trying to create ServiceNow tickets using the manage ServiceNow ticket action in the workflow.
The workflow is successful and REQs are created in the ServiceNow table. However, no associated RITMs nor its RITM-related SC tasks are created under the REQs created via manage ServiceNow ticket action in the workflow.
Has anyone used the workflow action to create REQ’s, RITMs and SC tasks all in one go before? If the approach needs correction any suggestion is welcome.
Did some light reading on ServiceNow, This is not possible in one step, this has to be done via 2 or 3 steps.
First create the REQ using the REQ API using manage servicenow ticket step, Reference the REQ number in the response body in the first step and correlated the same in the second step where you use the manage servicenow ticket step to create the RITM via sc_req_item API. Finally its optional to create the associated task, for that you may have to hit the create sc_task api to create it.
If you need to have an automated closure of the RITM and REQ based on the completion of its associated task, you need to ensure you map the catalog item.
Hi @sreeram , can you possibly share how your workflow was build?
cause i use the manage servicenow ticket and i keep getting error regarding the custom fields.