problem_info – List ServiceNow problems¶

Retrieve information about ServiceNow problems.

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

New in version 1.0.0.

Examples¶

- name: Retrieve all problems
  servicenow.itsm.problem_info:
  register: result

- name: Retrieve a specific problem by its sys_id
  servicenow.itsm.problem_info:
    sys_id: 471bfbc7a9fe198101e77a3e10e5d47f
  register: result

- name: Retrieve problems by number
  servicenow.itsm.problem_info:
    number: PRB0007601
  register: result

- name: Retrieve problems that do not contain SAP in its short description
  servicenow.itsm.problem_info:
    query:
      - short_description: NOT LIKE SAP
  register: result

- name: Retrieve new problems assigned to abel.tuter or bertie.luby
  servicenow.itsm.problem_info:
    query:
      - state: = new
        assigned_to: = abel.tuter
      - state: = new
        assigned_to: = bertie.luby

Parameters¶

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 retrieve.

Note that contrary to sys_id, number may not uniquely identify a record.

type: str

query (optional)

Provides a set of operators for use with filters, condition builders, and encoded queries.

The data type of a field determines what operators are available for it. Refer to the ServiceNow Available Filters Queries documentation at https://docs.servicenow.com/bundle/quebec-platform-user-interface/page/use/common-ui-elements/reference/r_OpAvailableFiltersQueries.html.

type: list

sys_id (optional)

Unique identifier of the record to retrieve.

type: str

Return Values¶

records

A list of problem records.

sample:

- active: 'true'
  activity_due: ''
  additional_assignee_list: ''
  approval: not requested
  approval_history: ''
  approval_set: ''
  assigned_to: 73ab3f173b331300ad3cc9bb34efc4df
  assignment_group: ''
  attachments:
  - average_image_color: ''
    chunk_size_bytes: '700000'
    compressed: 'true'
    content_type: text/plain
    download_link: https://www.example.com/api/now/attachment/31cdf4d50706301022f9ffa08c1ed07f/file
    file_name: sample_file1.txt
    hash: 6f2b0dec698566114435a23f15dcac848a40e1fd3e0eda4afe24a663dda23f2e
    image_height: ''
    image_width: ''
    size_bytes: '210'
    size_compressed: '206'
    state: pending
    sys_created_by: admin
    sys_created_on: '2021-08-17 11:19:49'
    sys_id: 31cdf4d50706301022f9ffa08c1ed07f
    sys_mod_count: '0'
    sys_tags: ''
    sys_updated_by: admin
    sys_updated_on: '2021-08-17 11:19:49'
    table_name: problem
    table_sys_id: 6dcdb4d50706301022f9ffa08c1ed0fb
  business_duration: ''
  business_service: ''
  calendar_duration: ''
  category: software
  cause_notes: ''
  close_notes: ''
  closed_at: ''
  closed_by: ''
  cmdb_ci: 27d32778c0a8000b00db970eeaa60f16
  comments: ''
  comments_and_work_notes: ''
  company: ''
  confirmed_at: ''
  confirmed_by: ''
  contact_type: ''
  contract: ''
  correlation_display: ''
  correlation_id: ''
  delivery_plan: ''
  delivery_task: ''
  description: Unable to send or receive emails.
  due_date: ''
  duplicate_of: ''
  escalation: '0'
  expected_start: ''
  first_reported_by_task: ''
  fix_communicated_at: ''
  fix_communicated_by: ''
  fix_notes: ''
  follow_up: ''
  group_list: ''
  impact: low
  knowledge: 'false'
  known_error: 'false'
  location: ''
  made_sla: 'true'
  major_problem: 'false'
  number: PRB0007601
  opened_at: '2018-08-30 08:08:39'
  opened_by: 6816f79cc0a8016401c5a33be04be441
  order: ''
  parent: ''
  priority: '5'
  problem_state: new
  reassignment_count: '0'
  related_incidents: '0'
  reopen_count: '0'
  reopened_at: ''
  reopened_by: ''
  resolution_code: ''
  resolved_at: ''
  resolved_by: ''
  review_outcome: ''
  rfc: ''
  route_reason: ''
  service_offering: ''
  short_description: Unable to send or receive emails.
  sla_due: ''
  state: new
  subcategory: email
  sys_class_name: problem
  sys_created_by: admin
  sys_created_on: '2018-08-30 08:09:05'
  sys_domain: global
  sys_domain_path: /
  sys_id: 62304320731823002728660c4cf6a7e8
  sys_mod_count: '1'
  sys_tags: ''
  sys_updated_by: admin
  sys_updated_on: '2018-12-12 07:16:57'
  task_effective_number: PRB0007601
  time_worked: ''
  universal_request: ''
  upon_approval: proceed
  upon_reject: cancel
  urgency: low
  user_input: ''
  watch_list: ''
  work_end: ''
  work_notes: ''
  work_notes_list: ''
  work_start: ''
  workaround: ''
  workaround_applied: 'false'
  workaround_communicated_at: ''
  workaround_communicated_by: ''

problem_info – List ServiceNow problems¶

Examples¶

See Also¶

Parameters¶

Return Values¶