To set up ServiceNow to invoke a third-party API upon incident ticket submission and display the responses back in ServiceNow, you can follow these general steps:
1. **Create a Scripted REST API in ServiceNow:**
- Navigate to **System Web Services > Scripted REST APIs** in ServiceNow.
- Create a new API and define the endpoint URL, authentication, and request methods. You might need to write a script to process the incoming incident ticket data and invoke the third-party API.
2. **Invoke the Third-Party API:**
- In your Scripted REST API script, use scripting languages like JavaScript to format the incident data and make a request to the third-party API. You can use libraries like `GlideHTTPRequest` to make HTTP requests from your ServiceNow instance.
Example code (JavaScript):
```javascript
(function process(/*RESTAPIRequest*/ request, /*RESTAPIResponse*/ response) {
// Extract incident data from the request object
var incidentData = request.body.data;
// Make a request to the third-party API
// Use GlideHTTPRequest or other HTTP libraries available in ServiceNow
// ...
// Process the response from the third-party API
// ...
// Return the response back to the caller
response.setContentType('application/json');
response.setBody(/* Your formatted response data */);
})(request, response);
```
3. **Configure Outbound REST Message:**
- Set up an Outbound REST Message in ServiceNow to define the third-party API endpoint, authentication details, and request format.
4. **Map Response Data to ServiceNow:**
- In your Scripted REST API, map the responses received from the third-party API to appropriate fields in ServiceNow incidents. Use the ServiceNow GlideRecord API to create or update records based on the third-party API responses.
Example code (JavaScript):
```javascript
var incident = new GlideRecord('incident');
incident.addQuery('number', 'INC123456'); // Use the appropriate incident number
incident.query();
if (incident.next()) {
// Map third-party API responses to incident fields
incident.setValue('field_name', thirdPartyApiResponse.fieldValue);
// Set other incident fields accordingly
// Update the incident record with mapped data
incident.update();
}
```
5. **Test the Integration:**
- Test the integration by creating an incident ticket in your ServiceNow developer instance. Ensure that the data is sent to the third-party API, responses are received, and mapped back to ServiceNow incidents correctly.
Please note that this process involves scripting and configuration specific to your ServiceNow instance and the third-party API you are integrating with.
Mark my response helpful & accepted if it helps you resolve your query.
Thanks,
Danish
