Raise ServiceNow Incident Urgency

Sets an existing ServiceNow incident to high urgency.

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. Raise an incident to high urgency when the customer reports it has become critical. You need the incident sys_id, which you can get from the Get ServiceNow Incident Status tool. Confirm with the customer first. Priority is calculated by ServiceNow from urgency and impact.

Request

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

Headers

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

Body

{
  "urgency": "1"
}

Parameters

sysId stringThe incident sys_id from Get ServiceNow Incident Status.
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": "fe037f47-3c83-40cb-90cf-7e07cfc00770",
    "type": "HTTP_REQUEST",
    "label": "Raise ServiceNow Incident Urgency",
    "name": "raise_servicenow_incident_urgency",
    "customName": false,
    "description": "Get a ServiceNow access token first if you do not already have one. Raise an incident to high urgency when the customer reports it has become critical. You need the incident sys_id, which you can get from the Get ServiceNow Incident Status tool. Confirm with the customer first. Priority is calculated by ServiceNow from urgency and impact.",
    "parameters": [
      {
        "name": "sysId",
        "type": "string",
        "description": "The incident sys_id from Get ServiceNow Incident Status."
      },
      {
        "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,urgency,priority"
      },
      "headers": [
        {
          "name": "Content-Type",
          "value": "application/json"
        },
        {
          "name": "Authorization",
          "value": "Bearer {{accessToken}}"
        },
        {
          "name": "Accept",
          "value": "application/json"
        }
      ],
      "body": "{\n  \"urgency\": \"1\"\n}",
      "timeout": null
    }
  }
}

IDs are regenerated on every copy.