Configure Ticket creation through REST API Method

[Jagadish10]

Hello All,

I'm trying to achieve ticket creation through emails from external address to ServiceNow through REST API Method.

Explanation: When an email is sent to ServiceNow, it should automatically create a ticket and capture the user info using the "FROM" address field. Most of the details should be captured in the incident or request form and also the ticket should be routed to the assignment group based on the CI mentioned in the email body.
Please advise.

Regards

Jagadish

[Dave Smith1]

REST API is something new, so I wanted to get some help here. I did go through some of the release notes of Jakarta which explains about using the Web services. However, I'm not able to start with the content provided. Please note that I'm an amateur in Java Scripting.
Appreciate your help.

Well, you're kinda in luck - I'm just in the process of writing some basic REST API explorer stuff, as well as playing with injecting records into tables, so can give you a heads-up on how that works, i.e: the basic concepts.

After that, your third party needs to script/build something that emulates the same API call to pop an incident into the right place.   We do something similar on our Advanced Admin course - we raise an incident on one instance and it creates the same on another instance to show connectivity between them - but the concepts are pretty similar.

How much have you experimented with the REST API itself?

[Jagadish10]

Yes, Basic heads up should definitely help me get started. On referring the articles and release notes available, I experimented with the POST, PUT, GET and DELETE functions. Apart from these, I haven't tried anything.

So the script should be written in a such a way that it takes the emails, processes it and creates the incidents automatically ?
Or, is there any other way the calls get recorded into the tables ?

Also, the attachments can be added onto the calls automatically along with the ticket creation ?

Please advise.

Thanks

Jagadish

[Chander Bhusha1]

Hi Jagadish,

For creating a ticket in servicenow instance you need to generate a POST URL referring to the table and will have to give the URL to system B then they should write the outbound rest message   to post   the url using rest api call.

[Jagadish10]

Hi Chander,

I'm still trying to get this correct.
Do you mean, a scripted REST API with POST URL function should be created ?

And later, this URL should be provided to the end users to raise incidents ?
What does the line, " Give the URL to system B then they should write the outbound rest message to post URL using REST API call " mean ?

Can you please break the sentence and explain ?
Please note that previously I haven't used REST and have not worked with API's as well.

Appreciate your help.

Thanks

Jagadish

[sangareddy]

Hi Jagadish,

i would like to understand one thing...

are you sending mails to any servicenow mail id only? or   REST API suppose to take from mails from any mail box?

Thanks

Trinadh