How to create an incident with the assignment_group field set using the REST Table API?

Mike Williams1 · ‎06-13-2018

Hi,

I'm building an integration with Service Now. I am trying to create an incident ticket in Service Now using the REST Table API. I have read the documentation here that describes creating an incident and I can create an incident where I do not set the assignment group of the ticket.

When I try to create an incident with the assignment group set using the following POST body as an example:

POST https://xxxxx.service-now.com/api/x_xxxxx_xxxx/inbound

{
    "action": "insert",
    "type": "incident",
    "payload": {
        "correlation_id": "d87d1554-8386-45d5-9464-b4bb8f062a6d",
        "short_description": " Test__20180612_113606",
        "assignment_group": "f78e31a80f80d740e32a5d78a1050eb1",
        "company": "Oltiva",
        "description": "This is a test SR",
        "impact": "1",
        "state": "1",
        "urgency": "2"
    }
}

I get the following error:

{
    "result": {
        "success": false,
        "message": "Invalid assignment_group: f78e31a80f80d740e32a5d78a1050eb1"
    }
}

However, I can run a GET request against the sys_user_group table:

https://xxxxx.service-now.com/api/now/table/sys_user_group/f78e31a80f80d740e32a5d78a1050eb1

That GET request returns the specified assignment group as expected, meaning that is the correct sys_id of the assignment group.

How can I create an incident with the assignment group set correctly?

Goran WitchDoc · ‎06-13-2018

Replace the sys_id of the assignment group with the group name instead and it should work. This is totally fine since group name are unique in ServiceNow.

//Göran

Mike Williams1 · ‎06-13-2018

Thanks for the reply Goran. I have tried that but I get the same error. For example, with this POST body:

POST https://xxxxx.service-now.com/api/x_xxxxx_xxxxxxxx/inbound

{
    "action": "insert",
    "type": "incident",
    "payload": {
        "correlation_id": "d87d1554-8386-45d5-9464-b4bb8f062a6d",
        "short_description": " Test__20180612_113606",
        "assignment_group": "MyTestGroup",
        "company": "Oltiva",
        "description": "This is a test SR",
        "impact": "1",
        "state": "1",
        "urgency": "2"
    }
}

I get the following response:

{
    "result": {
        "success": false,
        "message": "Invalid assignment_group: MyTestGroup"
    }
}

I can look up that assignment group by name using the following GET request:

https://xxxxx.service-now.com/api/now/table/sys_user_group?sysparm_query=name=MyTestGroup

Are there other considerations that might cause that error beyond supplying an invalid value for that property?

Goran WitchDoc · ‎06-14-2018

I tested it through the REST API Explorer in the instance and it worked directly like this:

have you tried to do it with a different user like admin, just to rule out Access problems?

//Göran