Digital Exchange

last person joined: 10 hours ago 

This community is a place to discuss the Blue Prism DX and all of the assets hosted there.
Expand all | Collapse all

Service now integration with blueprism

Jump to Best Answer
  • 1.  Service now integration with blueprism

    Posted 06-02-2020 15:45
    Hi Team,

    Could you please let us know how to integrate service now incident management with blueprism.

    Thanks
    Nischal


    ------------------------------
    Nischal Reddy Yeduru
    ------------------------------


  • 2.  RE: Service now integration with blueprism

    Posted 06-03-2020 02:49
    Hi Nischal,

    You can refer to this - https://digitalexchange.blueprism.com/dx/entry/9648/solution/servicenow-incident-mgt--skill
    Also, there are 2 other ServiceNow skills in DX that might help. You can search for "service now" in DX to see them.

    Regards,
    Pratyush

    ------------------------------
    Pratyush Garikapati
    ROM Architect
    Blue Prism
    Asia/Kolkata
    ------------------------------



  • 3.  RE: Service now integration with blueprism

    Posted 06-03-2020 08:40
    Hi Pratyush,

    Thanks for the inputs. 

    I tried to login the bpskill file and import in the blueprism but I am getting the following error attached. Here could you please help to resolve this issue.



    ------------------------------
    Nischal Reddy Yeduru
    ------------------------------



  • 4.  RE: Service now integration with blueprism

    Posted 06-03-2020 09:39
    Hi Nischal.

    You need to set up a credential specifically called "ServiceNow Credential". You will use the password and userId that you will create within the credential to access your ServiceNow instance.

    jack

    ------------------------------
    Jack Look
    Sr Product Consultant
    Blue Prism
    ------------------------------



  • 5.  RE: Service now integration with blueprism

    Posted 06-04-2020 15:11
    Hi Jack,

    Thanks for the inputs. It worked.

    ------------------------------
    Nischal Reddy Yeduru
    ------------------------------



  • 6.  RE: Service now integration with blueprism

    Posted 06-04-2020 15:15
    Excellent Nischal.

    Thank you for letting us know.

    If you have any more questions on the skill feel free to ask.

    jack

    ------------------------------
    Jack Look
    Sr Product Consultant
    Blue Prism
    ------------------------------



  • 7.  RE: Service now integration with blueprism

    Posted 06-04-2020 15:22
    Hi All,

    Could you please look into the below query !!

    I configured my Web API Services and also created login credentials for ServiceNow which I used to login in my company. 

    In the object studio, I tried to used the "retrieve incidents" action from the object "ServiceNow Incident Management API". As per the documents, I have given nothing in the input parameters. 

    I used the the following stages 

    Start stage
    ServiceNow object
    End stage.

    But I did not get any incidents in the output. 

    Could you please suggest me how to retrieve incidents from ServiceNow

    In case if any demo is present please share the link.

    Thanks for all your help who are doing in this community.

    Thanks
    Nischal

    ------------------------------
    Nischal Reddy Yeduru
    ------------------------------



  • 8.  RE: Service now integration with blueprism

    Posted 06-04-2020 15:27
    Hi Nischal.

    Just to be clear, you have assigned the outputs in the skill with data items?

    jack

    ------------------------------
    Jack Look
    Sr Product Consultant
    Blue Prism
    ------------------------------



  • 9.  RE: Service now integration with blueprism

    Posted 06-05-2020 07:13
    Hi Jack,

    Thanks for the inputs it worked.

    Could you please share if you have any idea how to give a query in the sysparm_query parameter !!

    I want to retrieve the incidents with state as new. But I am not getting how to give?

    Thanks & regards
    Nischal

    ------------------------------
    Nischal Reddy Yeduru
    ------------------------------



  • 10.  RE: Service now integration with blueprism

    Posted 06-05-2020 10:39
    Hi Nischal.

    There are a couple of things to be aware of.

    First of all, there is a bug in the incident management skill. I'm working on getting an updated skill posted to resolve it but you can make the change yourself in the web service that you've downloaded when you imported the skill.

    Go to the System tab and select Web API Services. Open the ServiceNow Incident Management API service and change the URL path for the Retrieve Incidents>Request to the value "/now/table/incident?[sysparm_query]&[name-value pairs]&[sysparm_display_value]&[sysparm_exclude_reference_link]&[sysparm_fields]&[sysparm_limit]&[sysparm_offset]&[sysparm_query_no_domain]&[sysparm_suppress_pagination_header]&[sysparm_view]".

    Once you've made the mod, I encourage you to get familiar with the REST API documentation that you'll find on the ServiceNow developer home page. The URL can be found in the incident management skill readme doc.

    Having said this, I can tell you that if you (after correcting the URL in the web API) put "incident_state=1" in sysparm_query parameter, you should get the "new" incidents.




    ------------------------------
    Jack Look
    Sr Product Consultant
    Blue Prism
    ------------------------------



  • 11.  RE: Service now integration with blueprism

    Posted 06-05-2020 14:02
    Hi Jack, 

    Thanks for the clarification. 

    I added the below URL in the web services url  where XXXXXX is replacing with my company name but none of the incidents came in the output. The outputs data items are empty.

    https://XXXXXX.service-now.com/api/now/table/incident?[sysparm_query]&[name-value pairs]&[sysparm_display_value]&[sysparm_exclude_reference_link]&[sysparm_fields]&[sysparm_limit]&[sysparm_offset]&[sysparm_query_no_domain]&[sysparm_suppress_pagination_header]&[sysparm_view]


    Thanks
    Nischal



    ------------------------------
    Nischal Reddy Yeduru
    ------------------------------



  • 12.  RE: Service now integration with blueprism
    Best Answer

    Posted 06-05-2020 14:29
    Hi Nischal.

    Just to be clear, the URL I'm talking about is within the Retrieve Incidents action.


    The Base URL for the action should look like this:

    When you bring the skill into your object, you should populate the parm (or you could create a data item) [ServiceNow Instance] created. Populate that with your "xxxxx.service-now.com" instance name.



    In the Outputs tab of the stage, make sure you are storing the returned values in some data item:


    ------------------------------
    Jack Look
    Sr Product Consultant
    Blue Prism
    ------------------------------



  • 13.  RE: Service now integration with blueprism

    Posted 06-06-2020 11:28
    Hi Jack,

    Good Morning !!.

    This is perfect answer and it worked. 

    Could you please let me know when the new version of SKILL will be out from Blueprism !!

    Thanks a lot for giving deep explanation in order to resolve the problem.

    Thanks
    Nischal

    ------------------------------
    Nischal Reddy Yeduru
    ------------------------------



  • 14.  RE: Service now integration with blueprism

    Posted 06-08-2020 10:27
    Hi Nischal.

    I'm pleased that you have made good progress and resolved the issue and I was happy to help.

    The updated skill is now available in the DX.

    Good luck.

    jack

    ------------------------------
    Jack Look
    Sr Product Consultant
    Blue Prism
    ------------------------------



  • 15.  RE: Service now integration with blueprism

    Posted 06-08-2020 14:36
    Hi Jack,

    A big thanks to your help. 

    you are correct I am able to resolve my problem .

    I have one last question regarding using multiple conditions in this SKILL. 

    I am trying to use the below multiple conditions in the "name-value pairs". But is getting time out. Will the SKILL accept the multiple conditions like this ? I also tried the same thing in the sysparam_query but still faced the same issue. My internet speed is also very fast. no issues with net.

    I have given 10000 as HTTP request connection timeout.


    Once again thanks for your wonderful support in this regard. 
    thanks
    nischal


    ------------------------------
    Nischal Reddy Yeduru
    ------------------------------



  • 16.  RE: Service now integration with blueprism

    Posted 06-08-2020 15:05
    Hi Nischal.

    Are you familiar with the ServiceNow REST API Explorer? That is a great way to try different combinations of parameters. 

    The skill should behave just as the API would if you access it via the REST API Explorer.



    ------------------------------
    Jack Look
    Sr Product Consultant
    Blue Prism
    ------------------------------



  • 17.  RE: Service now integration with blueprism

    Posted 06-13-2020 02:04
    Hi Jack,

    Good Morning !!

    Sorry for the late reply !!

    Yes it is working exactly like the ServiceNow REST API Explorer !!

    Thanks for the information.

    I completed successfully my ServiceNow Automation.

    Thanks for your help through out my automation. 

    Have a good day !!

    Thanks
    Nischal


    ------------------------------
    Nischal Reddy Yeduru
    ------------------------------



  • 18.  RE: Service now integration with blueprism

    Posted 06-15-2020 10:52
    Hi Nischal.

    I'm pleased to hear that you have your automation working. Well done.

    jack

    ------------------------------
    Jack Look
    Sr Product Consultant
    Blue Prism
    ------------------------------



  • 19.  RE: Service now integration with blueprism

    Posted 12-30-2020 00:21

    Hi Jack,

    Thanks for the detailed description on how to use "ServiceNow incident management skill".

    I tried following heh same steps for "ServiceNow Major Incident Management Skill" but it's giving me 401 authentication error.

    Error message : "HTTP Response Content: {"error":{"message":"User Not Authenticated","detail":"Required to provide Auth information"},"status":"failure"}"

    I already setup credentials which I am using for my ServiceNow instance.

    Can you help me on this?

    Thanks and Regards,

    Archit



    ------------------------------
    Hell Slay
    ------------------------------



  • 20.  RE: Service now integration with blueprism

    Posted 12-30-2020 11:20

    Hi Archit.

    To use Major Incident Management, you need to have one of these roles: admin, web_service_admin, or rest_api_explorer.  Do you? Also, did you try using the Rest API Explorer to see if you can access the API? This will confirm if you have the correct credentials. 

    jack



    ------------------------------
    Jack Look
    Sr Product Consultant
    Blue Prism
    ------------------------------



  • 21.  RE: Service now integration with blueprism

    Posted 12-30-2020 14:20

    Hi Jack,

    It was a password issue. I learned it hard way. It's now up and running in API explorer, POSTMAN and BP.

    I have one more query if you can help me on this.

    I need to add attachment with incident along with body parameters in using POST API call. Not sure if I can use the same skill to accomplish this.

    I tried my API call in POSTMAN and it's working fine.

    Can you please help me on this ? 



    ------------------------------
    Archit Agrawal
    ------------------------------



  • 22.  RE: Service now integration with blueprism

    Posted 12-31-2020 14:17
    Hi Archit.

    It is my understanding that to add an attachment, you actually need to use the Table API. I have been tinkering with this for some time but ran into an issue and have not had a chance to spend any time on it.

    You say you used POSTMAN and the Incident Management API to create an attachment? Would you mind sharing the details and perhaps some screen shots as I'd like to see this.

    Perhaps we can collaborate and create a new skill?

    jack


    ------------------------------
    Jack Look
    Sr Product Consultant
    Blue Prism
    ------------------------------



  • 23.  RE: Service now integration with blueprism

    Posted 12-31-2020 23:24
    Hi Jack,

    Finally I am able to make it using attachment API in BP. I added new action in existing skill. PFB detail for your reference.

    Parameters configured in new action :

    POST request configuration to add attachment with form data:
    Headers configuration for request :

    Note : Header values can be parameterized to apply dynamic values and we can work with multi attachment as well.


    ------------------------------
    Archit Agrawal
    ------------------------------



  • 24.  RE: Service now integration with blueprism

    Posted 01-01-2021 11:51
    Hi Archit.

    This is great news! I'm so pleased that you got this working and you did not need to use the Table API either.

    You said you updated the Skill. As you know, the Skill is community supported; did you submit an update to the skill along with documentation? 

    If not, would you be willing to do so? 

    jack


    ------------------------------
    Jack Look
    Sr Product Consultant
    Blue Prism
    ------------------------------



  • 25.  RE: Service now integration with blueprism

    Posted 01-02-2021 21:35
    Hi Jack,

    I haven't uploaded updated skill yet. I am glad to contribute however I will be doing documentation for the first time. It will be helpful if you can help me to close this ASAP.

    Thanks and Regards,
    Archit

    ------------------------------
    Archit Agrawal
    ------------------------------



  • 26.  RE: Service now integration with blueprism

    Posted 01-04-2021 09:32
    Hi Archit.

    I appreciate your willingness to work together. How can I assist you on the documentation?

    jack

    ------------------------------
    Jack Look
    Sr Product Consultant
    Blue Prism
    ------------------------------



  • 27.  RE: Service now integration with blueprism

    Posted 01-11-2021 13:38
    @Archit Agrawal

    Hi Archit, I have been trying to upload an attachment to a ServiceNow ticket in the same way you have.  I added an action to the ServiceNow Incident Management Skill and my configuration looks very similar to yours (please see below screenshots).  I keep getting the error, "ERROR: Internal: Unexpected error during Web API​ HTTP Request".  Any help is greatly appreciated.  BP version 6.10.




    Thank you,
    Andy


    ------------------------------
    Andrew Cressman
    ------------------------------



  • 28.  RE: Service now integration with blueprism

    Posted 01-12-2021 02:37
    Hi Andrew,

    I believe binary value of file is provided in File input parameter. In file name parameters I hope you are using file name only (ex. test.png).

    Also have you tried this using REST API explorer in ServiceNow ?

    Thanks and Regards,
    Archit Agrawal

    ------------------------------
    Archit Agrawal
    ------------------------------



  • 29.  RE: Service now integration with blueprism

    Posted 01-12-2021 10:35

    Thanks for your help, I was able to get it to work.


    - Andy