Update or close a ServiceNow change request

Use this functionality to update or close an existing ServiceNow change request. The user must provide:

Valid credentials (Basic authentication or OAuth authentication) and the ServiceNow host URL.
The update action type.
The unique sys_id attribute returned by the change request response.

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Inputs

Inputs for the change request functionality are listed below.

Table 1. Input details
Change request model field	Data type	Required	Description
`url`	String	Yes	The ServiceNow host URL.
`username`	String	Yes	The username used for authentication.
`password`	String	Yes	The password used for authentication.
`client-id`	String	Required only for OAuth-based authentication.	The unique identification number of the client.
`client-secret`	String	Required only for OAuth-based authentication.	The client secret used for authentication.
`action-type`	String	Yes	The type of operation must be "update" for both updating and closing a change request.
`sys-id`	String	Yes	The identifier auto-generated during change request creation.
`close-code`	String	Required for the close operation only if configured as mandatory fields in ServiceNow for closing a ticket.	The code assigned to the change request by the user closing it. For example, "successful", "successful with issues", or "unsuccessful".
`close-notes`	String	Required for the close operation only if configured as mandatory fields in ServiceNow for closing a ticket.	The notes entered by the user closing the change request.
`short-description`	String	No	A short title for easy identification.
`description`	String	No	Additional information about the change request ticket.
`cr-type`	String	No	The type of change request. The default value is "normal".
`state`	String	No	The current status of the change request (matches the ServiceNow configuration).
`priority`	String	No	The priority of the change request.
`risk`	String	No	The risk involved in the change request.
`impact`	String	No	The impact of the change request.
`category`	String	No	The change request ticket category.
`requested-by`	String	No	The user that requested the change.
`assignment-group`	String	No	The assignment group to which the change request must be mapped.
`assigned-to`	String	No	The user to whom the change request ticket must be assigned in the assignment group.
`additional-parameters`	JSON String	No	Any additional parameters apart from the list provided above. Refer to the ServiceNow documentation for more information.

Outputs

Outputs for the update change request functionality are listed below.

Table 2. Output details
Change request model field	Data type	Description
`sys_id`	String	The identifier used for change request updates.
`state`	String	The current status of the change request.

Usage examples: Update a change request

The following is an example payload for updating a change request using basic authentication:

      - name: Update ServiceNow CR with basic auth
        uses: https://github.com/cloudbees-io/service-now@v1
        with:
          url: ${{ vars.SERVICENOW_URL }}
          username: ${{ secrets.MY_SERVICENOW_USERNAME }}
          password: ${{ secrets.MY_SERVICENOW_PASSWORD }}
          action-type: "update"
          sys-id: "the unique system-generated string"
          description: "Updated description from CBP workflow"
          priority: "3 - Moderate"
          risk: "Low"
          additional-parameters : '{"risk_impact_analysis":"Describe the risks here","implementation_plan": "Describe the implementation plan here"}'▼

The following is an example payload referring to the output parameter sys_id from the change request creation step as input in the update step:

      - name: Update ServiceNow CR with output parameter ref
        uses: https://github.com/cloudbees-io/service-now@v1
        with:
          url: ${{ vars.SERVICENOW_URL }}
          username: ${{ secrets.MY_SERVICENOW_USERNAME }}
          password: ${{ secrets.MY_SERVICENOW_PASSWORD }}
          action-type: "update"
          sys-id: ${{ fromJSON(steps.create_cr.outputs.servicenow_output).sys_id }}
          description: "Updated description from CBP workflow"
          priority: "3 - Moderate"
          risk: "Low"
          additional-parameters : '{"risk_impact_analysis":"Describe the risks here","implementation_plan": "Describe the implementation plan here"}'▼

Usage examples: Close a change request

The following is an example payload for closing a change request:

      - name: Close ServiceNow CR with mandatory close fields
        uses: https://github.com/cloudbees-io/service-now@v1
        with:
          url: ${{ vars.SERVICENOW_URL }}
          username: ${{ vars.MY_SERVICENOW_USERNAME }}
          password: ${{ secrets.MY_SERVICENOW_PASSWORD }}
          client-id: ${{ secrets.MY_CLIENT_ID }}
          client-secret: ${{ secrets.MY_CLIENT_SECRET }}
          action-type: "update"
          sys-id: "Unique ServiceNow-generated identifier"
          state: "close"
          close-code: "successful"
          close-notes: "Change request closed in successful state"▼

The following is an example payload referring to the output parameter sys_id from the change request creation step as input in the close step:

      - name: Close ServiceNow CR with output parameter ref
        uses: https://github.com/cloudbees-io/service-now@v1
        with:
          url: ${{ vars.SERVICENOW_URL }}
          username: ${{ secrets.MY_SERVICENOW_USERNAME }}
          password: ${{ secrets.MY_SERVICENOW_PASSWORD }}
          client-id: ${{ secrets.MY_CLIENT_ID }}
          client-secret: ${{ secrets.MY_CLIENT_SECRET }}
          action-type: "update"
          sys-id: ${{ fromJSON(steps.create_cr.outputs.servicenow_output).sys_id }}
          state: "close"
          close-code: "successful"
          close-notes: "Change request closed in successful state"▼

For information about using input parameters in a manually triggered workflow, refer to the Create change request usage example.