topic Service Now Integration using blue prism in Digital Exchange

Service Now Integration using blue prism

saivikas729 — Mon, 01 Mar 2021 13:05:00 GMT

Hi All,

I am trying to retrieve incidents from service now using SERVICE NOW INCIDENT MANAGEMANT API.
while trying to do this - i am facing below error - can anyone help me with this?

Error:
Unexpected error during web API HTTP request.
WebExceptionStatus ; NameResolutionFailure

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Kolli Sai Vikas
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RE: Service Now Integration using blue prism

saivikas729 — Mon, 01 Mar 2021 13:07:00 GMT

@ramu ramu @Jack Look I read the other post on this type of issue. can you please help me with this if possible?

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Kolli Sai Vikas
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RE: Service Now Integration using blue prism

lookman — Mon, 01 Mar 2021 14:48:00 GMT

Hi Kolli.

Please give us a screen shot of the web service definition for the skill.

jack

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Jack Look
Sr Product Consultant
Blue Prism
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RE: Service Now Integration using blue prism

saivikas729 — Tue, 02 Mar 2021 05:37:00 GMT

Hi,

I am so sorry, I am not entirely sure what web service definition is - I will try to provide all the details i can.

1.I imported Both Bp.release and skill files into Blue prism.
2.Set up credentials for ServiceNow credential.
3.Provided our ServiceNow Instance. (As input parameter for retrieving incidents)
4.Other than this i did not made any changes to any settings.

Please bear with me as i am new to this. Thanks for your time and Help.

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Kolli Sai Vikas
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RE: Service Now Integration using blue prism

lookman — Tue, 02 Mar 2021 14:43:00 GMT

Hi Kolli.

Thank you for the detailed information.

First of all, is your instance awake? I've not seen this particular error when dealing with a quiescent instance but I do know that the call will fail if the instance is not awake.

Second, please send a screenshot of the process. Where are you seeing this error occur?

jack

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Jack Look
Sr Product Consultant
Blue Prism
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RE: Service Now Integration using blue prism

saivikas729 — Wed, 03 Mar 2021 11:10:00 GMT

Hi Again,

Above issue is resolved and i am able to retrieve incident's from service now. ( I gave https: in the servicenow instance - i think this went wrong). Thanks again for the time.

I want small help below issues.

1. Sysparm_Fields - How to query only specific fields ? (when I gave something like Incident number in Sysparm_Field it's not returning anything)
2. Sysparm_Query - can i pass query to this input parameter based on resolution state and updated date or assignment group?

Lastly when I convert the returned JSON to collection - it is giving multifold collection like - collection in collection in collection. Is there any way to convert this to single collection?

I read about converting Json Converted multifold collections to normal collection using custom code but just wondering is there any other way?
Please provide any screenshot's if available or link to any demo or material regarding this if possible .

Thank you.

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Kolli Sai Vikas
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RE: Service Now Integration using blue prism

lookman — Wed, 03 Mar 2021 15:23:00 GMT

Hi Kolli.

I'm glad to know that you have resolved your original issue.

Regarding question 1, I've included the image below to give you an idea. The key thing here is that you need to be familiar with ServiceNow fields and how it operates. The skill is simply saving you from having to write your own API but the specifics are best found in the API doc from ServiceNow.

Regarding question 2, please refer to the API doc as mentioned above. You can find instructions on where to find this information in the skill's read me doc.

Regarding you last question, you are getting the imbedded collections because ServiceNow is returning you JSON that essentially contains collections. If you want to pick fields out you will need to use a calc or multi-calc stage to copy the items from the JSON collection into either specific data items or another collection, probably in a loop.

This is the collection that is populated from the JSON to Collection action. You can see that we are three levels deep:
To get the field "upon_reject" in the nested collection above using a calculation stage:

To copy the lowest collection with the data row and store it in a separate collection:

In the case where you were not going after a specific incident, you would need to loop through the JSON collection and pick off the sub-collections rows and store them in another collection using the techniques above but simply within a loop.

Does that make sense?

jack

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Jack Look
Sr Product Consultant
Blue Prism
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RE: Service Now Integration using blue prism

saivikas729 — Thu, 04 Mar 2021 13:50:00 GMT

Hi Jack,

Thanks for the Help. I was able to get collections out with the above method. I am working on rest of part (querying fields and Sysparm_query).
I will update the progress. thanks again

Regards
Kolli Sai Vikas

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Kolli Sai Vikas
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RE: Service Now Integration using blue prism

lookman — Thu, 04 Mar 2021 14:06:00 GMT

Hi Kolli.

I'm glad that was helpful and that you are making progress. By all means keep us posted on your progress.

jack

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Jack Look
Sr Product Consultant
Blue Prism
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RE: Service Now Integration using blue prism

saivikas729 — Sun, 21 Mar 2021 06:50:00 GMT

Hi @Jack Look.

We Upgraded Blueprism from version 6.4 to 6.9 this weekend. After updating the blueprism we are not able to trigger or run processes through control due to below license error, please let us know you thought's on this ASAP. we are stuck here and there will be huge impact if this is not resolved - thank you.

We do have valid license and we run our processes on 7 machines right now. Please do respond ASAP. thanks

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Kolli Sai Vikas
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RE: Service Now Integration using blue prism

saivikas729 — Sun, 21 Mar 2021 17:28:00 GMT

HI Again,

Above issue is resolved. We have pending sessions from long time back - causing license sessions usage - once they are found and terminated
we are able to trigger the processes manually.

Coming to ServiceNow integration using API is on hold for sometime - (it is not directly helping in our purpose to populate fresh incidents in our internal tracker)

Thanks,
Kolli Sai Vikas.

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Kolli Sai Vikas
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