topic RE: Service now integration with blueprism in Digital Exchange

Service now integration with blueprism

ramuramu — Tue, 02 Jun 2020 19:45:00 GMT

Hi Team,

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

Thanks
Nischal

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Nischal Reddy Yeduru
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RE: Service now integration with blueprism

PratyushGarikap — Wed, 03 Jun 2020 06:49:00 GMT

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

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Pratyush Garikapati
ROM Architect
Blue Prism
Asia/Kolkata
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RE: Service now integration with blueprism

ramuramu — Wed, 03 Jun 2020 12:40:00 GMT

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.

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Nischal Reddy Yeduru
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RE: Service now integration with blueprism

lookman — Wed, 03 Jun 2020 13:39:00 GMT

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

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Jack Look
Sr Product Consultant
Blue Prism
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RE: Service now integration with blueprism

ramuramu — Thu, 04 Jun 2020 19:11:00 GMT

Hi Jack,

Thanks for the inputs. It worked.

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Nischal Reddy Yeduru
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RE: Service now integration with blueprism

lookman — Thu, 04 Jun 2020 19:15:00 GMT

Excellent Nischal.

Thank you for letting us know.

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

jack

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Jack Look
Sr Product Consultant
Blue Prism
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RE: Service now integration with blueprism

ramuramu — Thu, 04 Jun 2020 19:22:00 GMT

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

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Nischal Reddy Yeduru
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RE: Service now integration with blueprism

lookman — Thu, 04 Jun 2020 19:27:00 GMT

Hi Nischal.

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

jack

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Jack Look
Sr Product Consultant
Blue Prism
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RE: Service now integration with blueprism

ramuramu — Fri, 05 Jun 2020 11:13:00 GMT

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

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Nischal Reddy Yeduru
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RE: Service now integration with blueprism

lookman — Fri, 05 Jun 2020 14:39:00 GMT

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.

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Jack Look
Sr Product Consultant
Blue Prism
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RE: Service now integration with blueprism

ramuramu — Fri, 05 Jun 2020 18:02:00 GMT

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

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Nischal Reddy Yeduru
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RE: Service now integration with blueprism

lookman — Fri, 05 Jun 2020 18:29:00 GMT

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:

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Jack Look
Sr Product Consultant
Blue Prism
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RE: Service now integration with blueprism

ramuramu — Sat, 06 Jun 2020 15:28:00 GMT

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

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Nischal Reddy Yeduru
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RE: Service now integration with blueprism

lookman — Mon, 08 Jun 2020 14:27:00 GMT

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

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Jack Look
Sr Product Consultant
Blue Prism
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RE: Service now integration with blueprism

ramuramu — Mon, 08 Jun 2020 18:36:00 GMT

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

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Nischal Reddy Yeduru
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RE: Service now integration with blueprism

lookman — Mon, 08 Jun 2020 19:05:00 GMT

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.

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Jack Look
Sr Product Consultant
Blue Prism
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RE: Service now integration with blueprism

ramuramu — Sat, 13 Jun 2020 06:04:00 GMT

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

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Nischal Reddy Yeduru
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RE: Service now integration with blueprism

lookman — Mon, 15 Jun 2020 14:52:00 GMT

Hi Nischal.

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

jack

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Jack Look
Sr Product Consultant
Blue Prism
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RE: Service now integration with blueprism

ArchitAgrawal — Wed, 30 Dec 2020 05:21:00 GMT

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

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Hell Slay
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RE: Service now integration with blueprism

lookman — Wed, 30 Dec 2020 16:20:00 GMT

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

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Jack Look
Sr Product Consultant
Blue Prism
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