Create ServiceNow tickets with an automation

Create ServiceNow incidents from Rencore Governance with an automation that calls the ServiceNow REST API. You set up the API in ServiceNow first, then build a manual automation that sends the request.

Before you begin

• Your Rencore role includes the Create Automation permission. Owner, Admin and Contributor have it. See Rencore roles.
• A ServiceNow account that can create an inbound REST API and incidents. You need its username and password for Basic authentication.

Steps

Prepare the ServiceNow REST API

1. Create a new inbound incident in ServiceNow using the REST API.

   

2. Test the inbound REST API in the REST API Explorer by creating a new incident.

   

3. Copy the HTTP method and the request body from the REST API Explorer and test them with Postman.

Create the automation

1. In Rencore Governance, go to Automation > Add Automation > Create Custom Automation.

2. Set the trigger to “manually” for “Users”.

   

3. Click + and select Send HTTP request action.

4. Fill in all the details copied from the REST API Explorer.

   

5. Set the Authentication type to “Basic” and enter your Username and Password.

6. Click Test Action, select a user to test and click Simulate Action.

7. If the status reply is “200”, click Save.

8. Click Next.

9. Enter a Title, Description, Category and Icon.

10. Click Done.

Create a ServiceNow incident

1. Trigger the ServiceNow automation you just created against a user, from the Inventory, a Policy or a Report.

What you see

A new incident is created in ServiceNow for the user you ran the automation on.