Add Work Note to ServiceNow Incident

Adds an internal work note to an existing ServiceNow incident.

Unverified

Add this first. This tool needs an access token, so add Get ServiceNow Access Token to the same bot. The bot calls it first and passes the token in.

What the model is told

Get a ServiceNow access token first if you do not already have one. Add an internal work note to an incident, for example to record extra detail the customer has just given. You need the incident sys_id, which you can get from the Get ServiceNow Incident Status tool. Confirm the wording first. The note is only visible to staff.

Request

PATCHhttps://YOUR_INSTANCE.service-now.com/api/now/table/incident/{{sysId}}?sysparm_fields=number,sys_id

Headers

Content-Typeapplication/json
AuthorizationBearer {{accessToken}}
Acceptapplication/json

Body

{
  "work_notes": "{{note}}"
}

Parameters

sysId stringThe incident sys_id from Get ServiceNow Incident Status.
note stringThe text of the work note.
accessToken stringThe access_token value returned by Get ServiceNow Access Token. Reuse it for the rest of the conversation.

Engage payload

{
  "source": "VOICE_AI",
  "tool": {
    "id": "cdc97e0f-ca2c-486b-80f3-241c4328e372",
    "type": "HTTP_REQUEST",
    "label": "Add Work Note to ServiceNow Incident",
    "name": "add_work_note_to_servicenow_incident",
    "customName": false,
    "description": "Get a ServiceNow access token first if you do not already have one. Add an internal work note to an incident, for example to record extra detail the customer has just given. You need the incident sys_id, which you can get from the Get ServiceNow Incident Status tool. Confirm the wording first. The note is only visible to staff.",
    "parameters": [
      {
        "name": "sysId",
        "type": "string",
        "description": "The incident sys_id from Get ServiceNow Incident Status."
      },
      {
        "name": "note",
        "type": "string",
        "description": "The text of the work note."
      },
      {
        "name": "accessToken",
        "type": "string",
        "description": "The access_token value returned by Get ServiceNow Access Token. Reuse it for the rest of the conversation."
      }
    ],
    "config": {
      "endpoint": {
        "method": "PATCH",
        "url": "https://YOUR_INSTANCE.service-now.com/api/now/table/incident/{{sysId}}?sysparm_fields=number,sys_id"
      },
      "headers": [
        {
          "name": "Content-Type",
          "value": "application/json"
        },
        {
          "name": "Authorization",
          "value": "Bearer {{accessToken}}"
        },
        {
          "name": "Accept",
          "value": "application/json"
        }
      ],
      "body": "{\n  \"work_notes\": \"{{note}}\"\n}",
      "timeout": null
    }
  }
}

IDs are regenerated on every copy.