Create incident automatically using RPA

[siddharth26]

Hi All,

How can i create incidents automatically using RPA in ServiceNow.

thanks

[VarunS]

@siddharth26 ServiceNow RPA can interact with various systems and applications to perform tasks like data extraction, processing, and entry. By leveraging RPA bots, you can automate the creation of incidents in ServiceNow based on inputs from different sources, such as emails, monitoring tools, or other IT systems.

Steps to Automate Incident Creation Using ServiceNow RPA

1. Set Up ServiceNow RPA Environment:

•Ensure you have the necessary RPA components installed and configured in your ServiceNow instance.

•Set up RPA hubs and bots as required.

2. Identify the Automation Use Case:

•Determine the specific scenario or trigger for creating incidents automatically. For example, creating incidents based on monitoring alerts, incoming emails, or specific data changes in another system.

3. Create RPA Workflow:

•Develop an RPA workflow that captures the required data and triggers the incident creation process. This can involve extracting data from emails, monitoring systems, or other integrated applications.

4. Integrate RPA with ServiceNow:

•Use ServiceNow APIs within the RPA workflow to create incidents. The workflow will interact with the ServiceNow instance to submit incident data.

•Ensure that the RPA bot has the necessary credentials and permissions to interact with the ServiceNow API.

Here is an example of a Python script using the requests library to create an incident in ServiceNow:

import requests
import json

# Define ServiceNow instance details
instance_url = 'https://your_instance.service-now.com'
user = 'your_username'
password = 'your_password'

# Define incident details
incident_data = {
    'short_description': 'Automated Incident Creation via RPA',
    'description': 'This incident was created automatically by the RPA bot.',
    'category': 'Software',
    'subcategory': 'Application',
    'priority': '3',
    'assignment_group': 'Network',
    'caller_id': 'Automation Bot'
}

# Make a POST request to the ServiceNow API to create an incident
response = requests.post(
    url=f'{instance_url}/api/now/table/incident',
    auth=(user, password),
    headers={'Content-Type': 'application/json'},
    data=json.dumps(incident_data)
)

# Check the response
if response.status_code == 201:
    print('Incident created successfully')
    print('Incident Number:', response.json()['result']['number'])
else:
    print('Failed to create incident')
    print('Status Code:', response.status_code)
    print('Response:', response.json())

[Rampriya-S]

Hi @siddharth26 ,

Also, you can create incident as per the Robot's response. You can update the work item by your robot, and you can trigger the flow from the work item table according to the robot's response or status you can write the actions will create the incident.

Mark helpful if you accept the solution.