Hi Lionell,
I think this may be an issue with the field mapping
As the docs state (although specific for close_codes):
https://github.com/ibmresilient/resilient-community-apps/tree/master/fn_service_now/docs/customize_resilient_guide#snow-close-recordSo what you want to do is in ServiceNow go to
System Definition > Dictionary and filter by Column Name:
What you want in your optional_fields is the "Value" of the field in ServiceNow - these vary on your ServiceNow configuration
I am assuming it just has to be lowercase
event for contact_type and for cmdb_ci, it could be an integer, but you will have to look it up like above
Hope this helps
Shane
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Shane Curtin
Apps Engineer - IBM Resilient
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Original Message:
Sent: Tue April 27, 2021 03:56 PM
From: Lionell Libarios
Subject: SNOW Integration: SNOW application create record from Resilient
Hi @Shane Curtin,
Appreciate your reply with the docs, I have reviewed all the possible docs from the links provided but can't find the one that causing me trouble. pasted below the sample script when passing the values to snow ticket using the SNOW: Create Record function.
json_fields = { "short_description": u"RES-{0}: {1}".format(incident.id, unicode(incident.name)), "impact": 4, "contact_type": u"Event", "cmdb_ci": u"Application Service"}inputs.sn_optional_fields = dict_to_json_str(json_fields)
The field values I'm passing is also based on the current ServiceNow data but the impact, contact_type and cmdb_ci were not reflecting on the ticket when created.
Thanks,
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Lionell Libarios
Original Message:
Sent: Tue April 27, 2021 09:33 AM
From: Shane Curtin
Subject: SNOW Integration: SNOW application create record from Resilient
Hi Lionell,
Links for our documentation is currently down at http://ibm.biz/res-snow-docs
It redirects currently to https://github.com/ibmresilient/resilient-community-apps/blob/master/fn_service_now/README.md
And the customization guide for the Resilient side of the App is at https://github.com/ibmresilient/resilient-community-apps/tree/master/fn_service_now/docs/customize_resilient_guide
Hopefully these can help resolve your issue
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Shane Curtin
Apps Engineer - IBM Resilient
Original Message:
Sent: Sat April 24, 2021 04:19 AM
From: Lionell Libarios
Subject: SNOW Integration: SNOW application create record from Resilient
Hi All,
I currently using the ServiceNow application in Resilient, but I'm having trouble when using the "Create Record" OOB function, Basically what I'm doing is to add more fields on the "optional_fields" in the function input and I was able to create ticket to ServiceNow. What my troubles is that when I added other fields it is not reflected on the snow ticket and only notes and short_description is being passed to the app ticket. I'm currently having blockers since i need to pass more values within the ticket and hopefully someone here can help me out.
Thanks,
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Lionell Libarios
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