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Celonis Product Documentation

ServiceNow

The ServiceNow modules allows you to monitor, search, retrieve, create, update, or delete records and create, or assign tickets in your ServiceNow account.

Note

To use ServiceNow in Execution Management System you must have the Enterprise plan.

All Enterprise apps are currently labeled as premium tier 3 in Execution Management System.

To get started with ServiceNow, create an account by contacting the sales at https://www.servicenow.com/contact-us/sales.html .

Connect ServiceNow to Execution Management System

To connect the ServiceNow app with the Celonis:

  1. Log in to your ServiceNow account.

  2. Click Profile > Change User Role. Select Admin and click Change User Role.

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  3. Click Manage instance password.

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  4. Copy the details Instance name, Instance URL, Username, and Password to a safe place.

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  5. Log in to your Execution Management System and add a module from the ServiceNow into a Execution Management System Action Flow.

  6. Click Add next to the Connection field.

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  7. In the Connection name field, enter a name for the connection.

  8. In the Sub-domain filed, enter the sub-domain from the instance URL copied in step 3, for example, [Sub-domain].service-now.com.

  9. In the Username and Password fields, enter the details copied in step 3 and click Save.

You have successfully connected the ServiceNow app with Execution Management System and can now build Action Flows.

Record

You can watch, create, update, search, and delete the records using the following modules.

Retrieves record details when a record is created or updated.

Connection

Establish a connection to your ServiceNow account.

Watch Records

Select whether you want to watch created or updated records.

Table

Select the table whose records you want to watch.

Limit

Set the maximum number of records Execution Management System will return during one execution cycle.

Retrieves records based on filter settings.

Connection

Establish a connection to your ServiceNow account.

Table

Select the table you want to retrieve records from.

Filter

Set the filter to return only records that match the filter settings.

Select the name of the table column, operator (equals, not equals, contains, starts with, ends with), and the value that should match the column name.

You can add more filters using AND or OR rules.

Order

Select the sort order of returned results.

Limit

Set the maximum number of records Execution Management System will return during one execution cycle.

Retrieves a specified record.

Connection

Establish a connection to your ServiceNow account.

Table

Select the table that contains the record you want to retrieve details for.

Record ID

Select or enter (map) the record you want to retrieve details for.

Creates a new record.

Connection

Establish a connection to your ServiceNow account.

Create Records

Select or map the option to choose the table in which you want to create the record:

  • Choose from the list

  • Enter the table name manually

Table

Select or map the table where you want to create the new record.

Fields

Enter values to the desired fields or specify the fields manually by entering the key, value, and type of the field (text, number, boolean, date).

Updates an existing record.

Connection

Establish a connection to your ServiceNow account.

Create Records

Select or map the option to choose the table in which you want to create the record:

  • Choose from the list

  • Enter the table name manually

Table

Select or map the table name that contains the record you want to update.

Record ID

Select or map the Record ID whose details you want to update.

Fields

Enter values to the desired fields or specify the fields manually by entering the key, value, and type of the field (text, number, boolean, date).

Deletes a record.

Connection

Establish a connection to your ServiceNow account.

Create Records

Select whether you want to choose the table and record from the list or enter (map) table and record name manually.

Table

Select or map the table that contains the record you want to delete.

Record ID

Select or map the Record ID you want to delete.

Incident (Ticket)

You can create and assign an incident using the following modules.

Creates a new record in the Incident table.

Connection

Establish a connection to your ServiceNow account.

Fields

Enter values to the desired fields related to the incident.

Assigns an incident to the specified user.

Connection

Establish a connection to your ServiceNow account.

Incident (Ticket) ID

Enter the ticket ID or select the ticket you want to assign to the user specified below.

User ID

Seelct or map the User ID to whom you want to assign the incident.

Other

You can call APIs using the following module.

Allows you to perform a custom API call.

Connection

Establish a connection to your ServiceNow account.

URL

Enter a path relative to https://[subdomain].service-now.com .

For example: /api/now/table/[table_name]

Note

For the list of available endpoints, refer to ServiceNow API Documentation.

Method

Select the HTTP method you want to use:

GET

to retrieve information for an entry.

POST

to create a new entry.

PUT

to update/replace an existing entry.

PATCH

to make a partial entry update.

DELETE

to delete an entry.

Headers

Enter the desired request headers. You don't have to add authorization headers; we added those for you.

Query String

Enter the request query string.

Body

Enter the body content for your API call.

Example of Use - List Tables

The following API call returns all tables in your ServiceNow account:

URL:

/api/now/table/sys_db_object

Method:

GET

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The result can be found in the module's Output under Bundle > Body > result.

In our example, all 3588 tables were returned:

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