.. servicenow.itsm.incident_module: incident -- Manage ServiceNow incidents ======================================= Create, delete or update a ServiceNow incident. For more information, refer to the ServiceNow incident management documentation at https://docs.servicenow.com/bundle/paris-it-service-management/page/product/incident-management/concept/c_IncidentManagement.html. .. versionadded:: 1.0.0 Examples -------- .. code-block:: yaml+jinja - name: Create incident servicenow.itsm.incident: instance: host: https://instance_id.service-now.com username: user password: pass state: new caller: some.user short_description: User is not receiving email description: User has been unable to receive email for the past 15 minutes attachments: - path: path/to/attachment.txt impact: low urgency: low other: expected_start: 2021-02-12 - name: Change state of the incident servicenow.itsm.incident: instance: host: https://instance_id.service-now.com username: user password: pass state: in_progress number: INC0000001 - name: Close incident servicenow.itsm.incident: instance: host: https://instance_id.service-now.com username: user password: pass state: closed number: INC0000001 close_code: "Solved (Permanently)" close_notes: "Closed" - name: Delete incident servicenow.itsm.incident: instance: host: https://instance_id.service-now.com username: user password: pass state: absent number: INC0000001 Parameters ---------- attachments (optional) ServiceNow attachments. | **type**: list name (optional) Name of the file to be uploaded without the file extension. If not specified, the module will use *path*'s base name. | **type**: str path (required) Path to the file to be uploaded. | **type**: str type (optional) MIME type of the file to be attached. If not specified, the module will try to guess the file's type from its extension. | **type**: str caller (optional) A person who reported or is affected by this incident. Expected value for *caller* is user id (usually in the form of ``first_name.last_name``). Required if the incident does not exist yet. | **type**: str close_code (optional) Provide information on how the incident was resolved. | **type**: str | **choices**: Solved (Work Around), Solved (Permanently), Solved Remotely (Work Around), Solved Remotely (Permanently), Not Solved (Not Reproducible), Not Solved (Too Costly), Closed/Resolved by Caller close_notes (optional) Resolution notes added by the user who closed the incident. | **type**: str description (optional) Long description of the incident with some more details. | **type**: str hold_reason (optional) Reason why incident is on hold. Required if *state* value is ``on_hold``. Default choices are ``awaiting_caller``, ``awaiting_change``, ``awaiting_problem``, ``awaiting_vendor``. One can override them by setting *incident_mapping.hold_reason*. | **type**: str impact (optional) The measure of the business criticality of the affected service. Default choices are ``low``, ``medium``, ``high``. One can override them by setting *incident_mapping.impact*. | **type**: str incident_mapping (optional) User mapping for *Incident* object, where user can override Choice Lists values for objects. | **type**: dict hold_reason (optional) Reason why incident is on hold. Required if *state* value is ``on_hold``. | **type**: dict impact (optional) The measure of the business criticality of the affected service. | **type**: dict state (optional) State of the incident. If *state* value is ``on_hold``, *on_hold_reason* parameter must be filled in. Special value that can not be overridden is ``absent``, which would remove an incident from ServiceNow. | **type**: dict urgency (optional) The extent to which resolution of an incident can bear delay. | **type**: dict instance (optional) ServiceNow instance information. | **type**: dict client_id (optional) ID of the client application used for OAuth authentication. If not set, the value of the ``SN_CLIENT_ID`` environment variable will be used. If provided, it requires *client_secret*. | **type**: str client_secret (optional) Secret associated with *client_id*. Used for OAuth authentication. If not set, the value of the ``SN_CLIENT_SECRET`` environment variable will be used. If provided, it requires *client_id*. | **type**: str grant_type (optional) Grant type used for OAuth authentication. If not set, the value of the ``SN_GRANT_TYPE`` environment variable will be used. | **type**: str | **default**: password | **choices**: password, refresh_token host (required) The ServiceNow host name. If not set, the value of the ``SN_HOST`` environment variable will be used. | **type**: str password (optional) Password used for authentication. If not set, the value of the ``SN_PASSWORD`` environment variable will be used. Required when using basic authentication or when *grant_type=password*. | **type**: str refresh_token (optional) Refresh token used for OAuth authentication. If not set, the value of the ``SN_REFRESH_TOKEN`` environment variable will be used. Required when *grant_type=refresh_token*. | **type**: str timeout (optional) Timeout in seconds for the connection with the ServiceNow instance. If not set, the value of the ``SN_TIMEOUT`` environment variable will be used. | **type**: float username (optional) Username used for authentication. If not set, the value of the ``SN_USERNAME`` environment variable will be used. Required when using basic authentication or when *grant_type=password*. | **type**: str number (optional) Number of the record to operate on. Note that contrary to *sys_id*, *number* may not uniquely identify a record. | **type**: str other (optional) Optional remaining parameters. For more information on optional parameters, refer to the ServiceNow create incident documentation at https://docs.servicenow.com/bundle/paris-it-service-management/page/product/incident-management/task/create-an-incident.html. | **type**: dict short_description (optional) Short description of the incident. Required if the incident does not exist yet. | **type**: str state (optional) State of incident. If *state* value is ``on_hold``, *on_hold_reason* parameter must be filled in. Default choices are ``new``, ``in_progress``, ``on_hold``, ``resolved``, ``closed``, ``canceled``, ``absent``. One can override them by setting *incident_mapping.state*. | **type**: str sys_id (optional) Unique identifier of the record to operate on. | **type**: str urgency (optional) The extent to which resolution of an incident can bear delay. Default choices are ``low``, ``medium``, ``high``. One can override them by setting *incident_mapping.urgency*. | **type**: str