Create ServiceNow Incident

Raises a new incident in ServiceNow.

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. Create an incident for the customer. Confirm a short summary, the detail and their contact details first. The incident is created with medium urgency and impact. Tell the customer the incident number returned in result.number (it looks like INC0010002).

Request

POSThttps://YOUR_INSTANCE.service-now.com/api/now/table/incident?sysparm_fields=number,sys_id,state

Headers

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

Body

{
  "short_description": "{{summary}}",
  "description": "{{description}}",
  "urgency": "2",
  "impact": "2"
}

Parameters

summary stringA short summary of the issue.
description stringThe detail of the issue, including the customer's name and contact details.
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": "bb3e2797-732d-43d7-a8cc-f0418248729d",
    "type": "HTTP_REQUEST",
    "label": "Create ServiceNow Incident",
    "name": "create_servicenow_incident",
    "customName": false,
    "description": "Get a ServiceNow access token first if you do not already have one. Create an incident for the customer. Confirm a short summary, the detail and their contact details first. The incident is created with medium urgency and impact. Tell the customer the incident number returned in result.number (it looks like INC0010002).",
    "parameters": [
      {
        "name": "summary",
        "type": "string",
        "description": "A short summary of the issue."
      },
      {
        "name": "description",
        "type": "string",
        "description": "The detail of the issue, including the customer's name and contact details."
      },
      {
        "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": "POST",
        "url": "https://YOUR_INSTANCE.service-now.com/api/now/table/incident?sysparm_fields=number,sys_id,state"
      },
      "headers": [
        {
          "name": "Content-Type",
          "value": "application/json"
        },
        {
          "name": "Authorization",
          "value": "Bearer {{accessToken}}"
        },
        {
          "name": "Accept",
          "value": "application/json"
        }
      ],
      "body": "{\n  \"short_description\": \"{{summary}}\",\n  \"description\": \"{{description}}\",\n  \"urgency\": \"2\",\n  \"impact\": \"2\"\n}",
      "timeout": null
    }
  }
}

IDs are regenerated on every copy.