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ServiceNow

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Last updated 24 days ago

The ServiceNow piece in ZBrain Flow provides integration with ServiceNow's IT service management platform, allowing you to automate interactions with your service desk and workflow systems directly from your processes. This powerful connector enables you to create, fetch, and update records in your ServiceNow instance without manual intervention. With ServiceNow integration, you can build automations that manage incidents, create service requests, update task records, retrieve configuration items, and synchronize information between ServiceNow and other business systems. This piece is ideal for IT operations teams looking to streamline their service management processes, automate routine tasks, and maintain consistent data across their IT service ecosystem.

How to Use ServiceNow in ZBrain Flow?

Select ServiceNow as Your Connection

  • Click on the '+' button in the Flow and search for ServiceNow.

  • Select ServiceNow.

  • Decide on the action you need, then select it. ZBrain Flow provides several options:

    • Fetch Records – Retrieve data from any ServiceNow table with filtering options.

    • Add Record – Create new entries in ServiceNow tables for incidents, requests, etc.

    • Update Record – Modify existing records in your ServiceNow instance.

How to Connect to Your ServiceNow Instance

Before using any ServiceNow actions in ZBrain Flow, you'll need to set up a connection to your ServiceNow instance. This is a one-time setup that will allow you to access your service management platform securely.

To create your ServiceNow connection:

  • From any ServiceNow action, click on the connection dropdown and select 'Create connection'.

  • In the popup window that appears, you'll need to:

    • Enter a descriptive 'Connection Name' to identify this ServiceNow connection

    • In the 'Instance Name' field, enter your ServiceNow subdomain (e.g., 'dev12345' from )

    • From the 'Grant Type' dropdown, select 'Client Credentials' as the authorization method

    • Enter your ServiceNow 'Client Id' from your ServiceNow application registry

    • Enter your ServiceNow 'Client Secret' from your ServiceNow application registry

    • Click 'Save' to create the connection

To obtain your ServiceNow API credentials:

  1. Log in to your ServiceNow instance

  2. Navigate to System OAuth > Application Registry

  3. Create a new OAuth API endpoint for external clients

  4. Set appropriate role-based access controls

  5. Copy the Client ID and Client Secret to use in your ZBrain connection

How to Retrieve ServiceNow Data Records

Configuration Steps:

  • Connect to your ServiceNow instance following the steps in the "How to Connect to Your ServiceNow Instance" section.

  • In the 'Table Name' field, enter the name of the ServiceNow table you want to query (e.g., incident, sc_request, task, cmdb_ci).

  • Optionally enter a value in the 'Limit' field to specify the maximum number of records to return.

  • Optionally, enter a value in the 'Skip' field to specify the number of records to skip. This is useful for large result sets.

  • Optionally enter filter conditions in the 'Filter' field using ServiceNow's encoded query format (e.g., priority=1, active=true).

After configuration, this action will query your ServiceNow instance and return records that match your criteria.

How to Add New ServiceNow Records

Configuration Steps:

  • Connect to your ServiceNow instance following the steps in the "How to Connect to Your ServiceNow Instance" section.

  • In the 'Table Name' field, enter the name of the ServiceNow table where you want to add a record (e.g., incident, sc_request, task).

  • In the 'Data' field, enter a JSON object containing the field values for your new record. Only include the fields you want to set; omit fields that should use default values.

After configuration, this action will create a new record in your specified ServiceNow table with the field values you provided.

How to Modify Existing ServiceNow Records

Configuration Steps:

  • Connect to your ServiceNow instance following the steps in the "How to Connect to Your ServiceNow Instance" section.

  • In the 'Table Name' field, enter the name of the ServiceNow table containing the record you want to update.

  • In the 'Record Sys ID' field, enter the unique system identifier of the record you want to modify. This is typically a 32-character alphanumeric string like "7cd22f2e1b2cd110c8a2ea85624bcb42." You can obtain this ID from a previous "Fetch Records" action or from the ServiceNow interface.

  • In the 'Data' field, enter a JSON object containing only the fields you want to change and their new values. Only include fields that need to be updated; unchanged fields should be omitted.

After configuration, this action will modify the specified record in your ServiceNow instance, updating only the fields you included in the Data object.

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