Integration between SOAR and ServiceNow

[Thereza Van der]

Good afternoon everyone 🙂

Please assist me in getting the following done, I am on Washington release of SNow:

We need to integrate with SOAR. They want to automatically create a service request in ServiceNow and in that request they want a text box in which they can copy all the necessary information in.

I created a service account. I am just not sure what extra roles are needed.

I created a catalog item for them (SOAR).

I created a REST API with two records (create request and retrieve request).

The request gets created successfully (REQ, RITM and SCTASK) but nothing is populated in the task. I want to use the description field as their string field so they can populate all the necessary information in there.

Or if there is a better way to do this, I would appreciate any assistance. I attach screenshots of everything I did.

Thanks for your assistance and for your patience with me every time 🙂

Regards

Thereza

[Rajesh Chopade1]

Hi @Thereza Van der 

I have gone through shared images and I will suggest you following points:

1) Roles Needed:

• rest_service: Allows the service account to interact with ServiceNow via REST API.
• catalog: Grants access to the Service Catalog.

2) Populate the Description Field via REST API:

• In your REST API for creating the request, ensure that the payload includes the description. For example:

{

    "requested_for": "user_id",

    "variables": {

        "description": "Your text content here"

    }

}

• Ensure that the catalog item's variables include a description field (or a similar text field), which will map to the ServiceNow sc_task or ritm description.

3) Service Catalog Item Configuration:

• Ensure the Catalog Item has a Variable for Description:
• Create a variable in the catalog item for capturing the information (e.g., a large text box for description).
• Map the Variable to Task Fields:
• Use a Catalog Task Workflow or Script to map the variable to the description field in the resulting tasks (RITM, SCTASK).

4) Adjust Workflow or Business Rule:

• If the information is not automatically populating in the tasks, consider using a workflow or business rule to copy the catalog item’s description into the RITM or SCTASK description fields.

current.description = current.variables.description;

This script can be placed in a business rule or in the workflow's "Script" activity to copy the text from the catalog item's variable to the task's description field.

I hope my answer helps you to resolve your issue, if yes please mark my answer correct and helpful.

THANK YOU

rajesh chopade

[Thereza Van der]

Hi Rajesh

I have been battling with this since you gave your answer. I am not a developer, I don't understand the coding and I have never done REST API's before. I am a fairly new administrator but we don't have a developer so I am expected to do everything. I cannot tell you how much videos I have watched, how much articles I've read, how many times I've tried and retried and retried. I cannot get it to work. One of the things I cannot do is:

• Use a Catalog Task Workflow or Script to map the variable to the description field in the resulting tasks (RITM, SCTASK).

I am doing courses in the mean time to skill myself up but this is a request that needs to be done as a matter of urgency so there is no time to wait for me to be upskilled. Can you please explain how to do the bulleted part in my response? I did create a business rule but not sure if what I did is correct. I attach a screenshot so you can see at least I tried.

[Rajesh Chopade1 · Accepted solution]

Hi @Thereza Van der 

Ok, will do the integration step by step. As per my understanding you need 'additional info' populate on RITM ticket.

- Have you created variable (field) on your catalog item? if not create one variable with type string.

- Add following script in your 'CreateRequest' API and do the needful changes, I have added the comments for your understanding.

(function process(/*RESTAPIRequest*/ request, /*RESTAPIResponse*/ response) {
    // Get the request body
    var requestBody = request.body.data;
    var additionalInfo = requestBody.additional_info || ''; // Retrieve additional information from request body

    // Create a new Service Catalog request
    var requestGR = new GlideRecord('sc_request');
    requestGR.initialize();
    requestGR.requested_for = gs.getUserID(); // Request for the current user
    requestGR.short_description = 'Automated Service Request'; // Short description for the request
    var requestSysID = requestGR.insert();

    if (!requestSysID) {
        response.setStatus(500);
        response.setBody({error: 'Failed to create service request'});
        return;
    }

    // Create a request item (sc_req_item)
    var itemGR = new GlideRecord('sc_req_item');
    itemGR.initialize();
    itemGR.request = requestSysID;
    itemGR.cat_item = 'sys_id_of_catalog_item'; // Replace with the sys_id of the catalog item you want to use
    itemGR.short_description = 'Automated Service Request Item';
    itemGR.insert();

    // Create a variable entry for additional information
    var varGR = new GlideRecord('sc_item_option');
    varGR.initialize();
    varGR.request_item = itemGR.sys_id;
    varGR.item_option_new = 'sys_id_of_additional_info_variable'; // Replace with the sys_id of the variable for additional info
    varGR.value = additionalInfo;
    varGR.insert();

    // Return the response
    response.setStatus(201);
    response.setBody({
        message: 'Service request created successfully',
        request_sys_id: requestSysID
    });

})(request, response);

Test this by creating few service request and validate text box in service requests capture and store correct information.

I hope my answer helps you to resolve your issue, if yes please mark my answer helpful and correct.

THANK YOU

rajesh   

[Thereza Van der]

Rajesh, thank you for all your efforts. I am trying it out now. Just a quick recap of what the end goal is:

SOAR and ServiceNow needs to be integrated so that SOAR can automatically create a request in ServiceNow through a catalog item (soar_integration). They also need to be able to populate the 'additional_information' field with information which then needs to be stored again. I am not sure if it is in the RITM or the SCTASK. I was under the impression that it needs to be stored in the task as task gets automatically sent to the 'BST-Database Admin' group. The problem is I don't get the request number back and SOAR needs that to setup on their side.

So we should do a POST to place a new "order" and also provide the additional_information in the request body, then get a REQ number back.

I found documentation that might help on the developer forum but I don't have experience and I get lost.
https://developer.servicenow.com/dev.do#!/reference/api/washingtondc/rest/c_ServiceCatalogAPI#servic...

The SOAR team says they need the request number

From what I've read, I also need PUT if they want to update the record and sen it back?

I hope it makes sense?

I will try your suggestion now and give feedback, thanks once again 🙂