change_request – Manage ServiceNow change requests¶

Create, delete or update a ServiceNow change request.

For more information, refer to the ServiceNow change management documentation at https://docs.servicenow.com/bundle/paris-it-service-management/page/product/change-management/concept/c_ITILChangeManagement.html.

New in version 1.0.0.

Examples¶

- name: Create change request
  servicenow.itsm.change_request:
    instance:
      host: https://instance_id.service-now.com
      username: user
      password: pass

    type: standard
    state: new
    requested_by: some.user
    short_description: Install new Cisco
    description: Please install new Cat. 6500 in Data center 01
    attachments:
      - path: path/to/attachment.txt
    priority: moderate
    risk: low
    impact: low

    other:
      expected_start: 2021-02-12

- name: Change state of the change request
  servicenow.itsm.change_request:
    instance:
      host: https://instance_id.service-now.com
      username: user
      password: pass

    state: assess
    assignment_group: some.group
    number: CHG0000001

- name: Close change_request
  servicenow.itsm.change_request:
    instance:
      host: https://instance_id.service-now.com
      username: user
      password: pass

    state: closed
    close_code: "successful"
    close_notes: "Closed"
    assignment_group: some.group
    number: CHG0000001

- name: Delete change_request
  servicenow.itsm.change_request:
    instance:
      host: https://instance_id.service-now.com
      username: user
      password: pass

    state: absent
    number: CHG0000001

Parameters¶

assignment_group (optional)

The group that the change request is assigned to.

Required if state value is assess or authorize or scheduled or implement or review or closed.

type: str

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

category (optional)

The category of the change request.

type: str

choices: hardware, software, service, system_software, aplication_software, network, telecom, documentation, other

change_request_mapping (optional)

User mapping for Change request object, where user can override Choice Lists values for objects.

type: dict

impact (optional)

Impact is a measure of the effect of an incident, problem, or change on business processes.

type: dict

priority (optional)

Priority is based on impact and urgency, and it identifies how quickly the service desk should address the task.

type: dict

risk (optional)

The risk level for the change.

type: dict

state (optional)

The state of the change request.

If state value is assess or authorize or scheduled or implement or review or closed, assignment_group parameter must be filled in. In case that any field is renamed, that check is not performed there.

For more information on state model and transition, refer to the ServiceNow documentation at https://docs.servicenow.com/bundle/paris-it-service-management/page/product/change-management/concept/c_ChangeStateModel.html

Special value that can not be overridden is absent, which would remove a change request from ServiceNow.

type: dict

urgency (optional)

The extent to which resolution of an change request can bear delay.

type: dict

close_code (optional)

Provide information on how the change request was resolved.

The change request must have this parameter set prior to transitioning to the closed state.

type: str

choices: successful, successful_issues, unsuccessful

close_notes (optional)

Resolution notes added by the user who closed the change request.

The change request must have this parameter set prior to transitioning to the closed state.

type: str

description (optional)

A detailed description of the change request.

type: str

hold_reason (optional)

Reason why change request is on hold.

Required if change request’s on_hold value will be true.

type: str

impact (optional)

Impact is a measure of the effect of an incident, problem, or change on business processes.

Default choices are high, medium, low. One can override them by setting change_request_mapping.impact.

type: str

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

on_hold (optional)

A change request can be put on hold when state is not in the new, canceled, or closed.

type: bool

other (optional)

Optional remaining parameters.

For more information on optional parameters, refer to the ServiceNow change request documentation at https://docs.servicenow.com/bundle/paris-it-service-management/page/product/change-management/task/t_CreateAChange.html.

type: dict

priority (optional)

Priority is based on impact and urgency, and it identifies how quickly the service desk should address the task.

Default choices are critical, high, moderate, low. One can override them by setting change_request_mapping.priority.

type: str

requested_by (optional)

User who requested the change.

type: str

risk (optional)

The risk level for the change.

Default choices are high, moderate, low. One can override them by setting change_request_mapping.risk.

type: str

short_description (optional)

A summary of the change request.

type: str

state (optional)

The state of the change request.

If state value is assess or authorize or scheduled or implement or review or closed, assignment_group parameter must be filled in.

For more information on state model and transition, refere to the ServiceNow documentation at https://docs.servicenow.com/bundle/paris-it-service-management/page/product/change-management/concept/c_ChangeStateModel.html

Default choices are new, assess, authorize, scheduled, implement, review, closed, canceled, absent. One can override them by setting change_request_mapping.state.

type: str

sys_id (optional)

Unique identifier of the record to operate on.

type: str

template (optional)

Predefined template name for standard change request.

For more information on templates refer to ServiceNow documentation at https://docs.servicenow.com/bundle/quebec-it-service-management/page/product/change-management/concept/c_StandardChangeCatalogPlugin.html or find template names on <your_service_id>.service-now.com/nav_to.do?uri=%2Fstd_change_producer_version_list.do%3F

type: str

type (optional)

Specify what type of change is required.

type: str

choices: standard, normal, emergency

urgency (optional)

The extent to which resolution of an change request can bear delay.

Default choices are high, medium, low. One can override them by setting change_request_mapping.urgency.

type: str

change_request – Manage ServiceNow change requests¶

Examples¶

See Also¶

Parameters¶