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 for authentication.
`password`	String	Yes	The password 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 for authentication.
`action-type`	String	Yes	The type of operation is "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.

Usage examples

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

      - name: Update ServiceNow CR with basic auth
        uses: 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 for closing a change request:

      - name: Close ServiceNow CR with mandatory close fields
        uses: 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"▼

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