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.
New in version 1.0.0.
Examples¶
- 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: strchoices: 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_IDenvironment 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_SECRETenvironment 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_TYPEenvironment variable will be used.type: strdefault: passwordchoices: password, refresh_token- host (required)
The ServiceNow host name.
If not set, the value of the
SN_HOSTenvironment variable will be used.type: str- password (optional)
Password used for authentication.
If not set, the value of the
SN_PASSWORDenvironment 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_TOKENenvironment 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_TIMEOUTenvironment variable will be used.type: float- username (optional)
Username used for authentication.
If not set, the value of the
SN_USERNAMEenvironment 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