problem_task – Manage ServiceNow problem tasks¶

Create, delete or update ServiceNow problem tasks.

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 1.3.0.

Examples¶

- name: Create problem task
  servicenow.itsm.problem_task:
    instance:
      host: https://instance_id.service-now.com
      username: user
      password: pass

    state: new
    type: general
    source_problem: PRB0000001
    short_description: User is not receiving email
    description: User has been unable to receive email for the past 15 minutes
    priority: low

- name: Change state of the problem task
  servicenow.itsm.problem_task:
    instance:
      host: https://instance_id.service-now.com
      username: user
      password: pass

    number: PTASK0010005
    state: assess
    assigned_to: fred.luddy

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

    state: closed
    number: PTASK0010005
    close_code:
    close_notes: Closed

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

    state: absent
    number: PTASK0010005

Parameters¶

assigned_to (optional)

Specific problem analyst to whom the task is assigned to.

type: str

assignment_group (optional)

Specific group to whom the problem task is assigned to.

type: str

close_code (optional)

Provide information on how the change task was resolved.

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

type: str

choices: completed, canceled

close_notes (optional)

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

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

type: str

configuration_item (optional)

Configuration item (CI) that the problem applies to. The CI class of the selected configuration item identifies the type of problem.

type: str

description (optional)

Detailed description of the problem task.

type: str

due_date (optional)

Date within which the problem task should be completed.

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

other (optional)

Optional remaining parameters.

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

type: dict

priority (optional)

How quickly the service desk should address the problem task.

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

type: str

problem_task_mapping (optional)

User mapping for Problem task object, where user can override Choice Lists values for objects.

type: dict

priority (optional)

How quickly the service desk should address the problem task.

type: dict

state (optional)

State of problem tasks.

If state value is new, short_description parameter must be filled in.

type: dict

short_description (optional)

Brief description of the problem task.

type: str

source_problem (optional)

Number of the problem for which the problem task is created.

type: str

state (optional)

State of problem tasks.

If state value is new, short_description parameter must be filled in.

Default choices are new, assess, work_in_progress, closed, absent. One can override them by setting problem_task_mapping.state.

type: str

sys_id (optional)

Unique identifier of the record to operate on.

type: str

type (optional)

Read-only state. Determines whether the problem task is created specifically to investigate the cause of the problem or is a general task.

type: str

choices: root_cause_analysis, general

Return Values¶

record

A list of problem records.

sample:

active: 'true'
activity_due: ''
additional_assignee_list: ''
approval: not requested
calendar_duration: ''
cause_code: ''
cause_notes: ''
close_code: ''
close_notes: ''
closed_at: ''
closed_by: ''
cmdb_ci: 26da329f0a0a0bb400f69d8159bc753d
comments: ''
comments_and_work_notes: ''
company: ''
contact_type: ''
contract: ''
correlation_display: ''
correlation_id: ''
delivery_plan: ''
delivery_task: ''
description: ''
due_date: ''
escalation: '0'
expected_start: ''
fix_notes: ''
follow_up: ''
group_list: ''
impact: low
knowledge: 'false'
location: ''
made_sla: 'true'
number: PTASK0010005
opened_at: '2020-12-17 10:21:49'
opened_by: d3dbbf173b331300ad3cc9bb34efc466
order: ''
other_reason: ''
parent: ''
priority: '2'
problem: d7296d02c0a801670085e737da016e70
problem_task_type: rca
reassignment_count: '0'
reopen_count: '1'
reopened_at: '2020-12-17 10:23:10'
reopened_by: 6816f79cc0a8016401c5a33be04be441
route_reason: ''
service_offering: ''
short_description: SAP outage, please investigate the cause
sla_due: ''
started_at: '2020-12-17 10:23:14'
started_by: 6816f79cc0a8016401c5a33be04be441
state: '154'
sys_class_name: problem_task
sys_created_by: admin
sys_created_on: '2020-12-17 10:22:25'
sys_domain: global
sys_domain_path: /
sys_id: 5f6bec57531063004247ddeeff7b1216
sys_mod_count: '5'
sys_tags: ''
sys_updated_by: admin
sys_updated_on: '2020-12-17 10:27:14'
task_effective_number: PTASK0010005
time_worked: ''
tranquilitybusiness_service: ''
universal_request: ''
upon_approval: proceed
upon_reject: cancel
urgency: low
user_input: ''
vendor: ''
watch_list: ''
work_end: ''
work_notes: ''
work_notes_list: ''
work_start: ''
workaround: ''

problem_task – Manage ServiceNow problem tasks¶

Examples¶

See Also¶

Parameters¶

Return Values¶