Create New Incident from URL with prefilled form Fields

[danalbrecht]

Hello.   I am very new to using ServiceNow and we are looking for a way to create a new incident with some prefilled information located in the Summary and description fields.

I have the starting url that needs to be added to:

https://xxxx.service-now.com/cna/create_incident.do

But I am not sure how to construct the remaining portion of the url to get this to work.

I have inspected the elements on the page and have the ID of the fields I would like to populate but no matter what I try, it does not seem to be working.   Any guidance you can get for this newbie would be extremely helpful.

Field ID's: u_incident_ess.u_summary

u_incident_ess.u_description

We are trying to integrate Salesforce, Guidewire, and other application platforms to be able to use a simple URL creation to create incidents with important information from the integrated systems to allow for better support.   We realize that this could be done through some web service integrations however we feel this might be a better solution to meet our needs.

Thanks

[jameswang]

Hi, Dan

you can try 'Inbound email action' to easily create incident to what you need.  

We have a similar request, that other 3rd party group likes to auto generate SN incidents when their system (salesforce) update their fields.  

Hope it helps.

-james

[Rocking Ravs]

Thanks Chuck!

[Peter Cowen]

Hi

Is the same capability for passing parameters into new incidents/cases available in a Service Portal UI?

As described in this thread
The URL below for the non CSM UI works fine
and populates the fields on the new case record as per passed parameters
https://mydev.service-now.com/nav_to.do?uri=sn_customerservice_case.do?sys_id=-1%26sysparm_query=short_description=hello^priority=1

However copying and manipulating the target URL of "Create Product Case" menu option from the csm portal on my dev instance
to
https://mydev.service-now.com/csm?id=csm_get_help&sys_id=-1%26sysparm_query=short_description=hello^priority=1

results in
"You are either not authorised or record is not valid" message
(not the "Create case for a product" form with populated fields from parameters I was hoping for)

I guess the CSM portal UI doesn't take the sys_id=-1?

The context for this request is I'm trying to enable the ability for a customer to trigger raising a case from another System where key information from that otehr system is transferred as part of the trigger
e.g raising a case on a specific Invoice Id

Thanks from this first time caller,
Peter

[Oby2]

Hi Chuck,

Is there a way to populate a 'loaded template' on the form when creating a new record? So, having one of the existing template in the 'sys-template' table to populate on the form when creating a new record.  I can populate fields when creating a new record but I am still looking for a way to populate templates when creating a new record. Thoughts?

[jameswang]

Hi, I made myself work this way

https://YourIncident/nav_to.do?uri=incident.do?sys_id=-1%26sysparm_query=priority=1^incident_state=3...  

which auto fill priority state and caller info, and you can add more variables as you like.

hope it helps.

-james