About This Recipe

This recipe can be used to create an incident, update an incident, or delete an incident in ServiceNow.

To use the recipe, you must install the recipe and configure the connections within it. The recipe contains three integrations: Oracle REST ServiceNow Create Incident, Oracle REST ServiceNow Update Incident, and Oracle REST ServiceNow Delete Incident.

  • When the Oracle REST ServiceNow Create Incident integration flow is triggered by a REST request with incidentdescription as a request parameter, the recipe creates an incident in ServiceNow. The response containing the incident number and the incident Id is returned to you.
  • When the Oracle REST ServiceNow Update Incident integration flow is triggered by a REST request with incidentId, incidentState, and incidentUrgency as request parameters, the recipe updates the corresponding incident details in ServiceNow.
  • When the Oracle REST ServiceNow Delete Incident integration flow is triggered by a REST request with incidentId as a request parameter, the recipe deletes an incident in ServiceNow.
Integration Description REST Commands and Example Payloads
Oracle REST ServiceNow Create Incident Creates an incident in the ServiceNow instance.

REST API Command:

POST: https://<host:port>/ic/api/integration/v2/flows/rest/project/ORCL-R-REST_SNOW_MANAGE_INCIDENT/ORCL-R-REST_SERVIC_UPDATE_INCIDE/1.0/create

Example Request Payload:

{ "incidentdescription" : "Employee phone number missing" }

Example Response Payload:

{
    "serviceNowNr": "INC0010031",
    "serviceNowSysId": "fe6a74e62f503010f129811df699b6e7"
}
Oracle REST ServiceNow Update Incident Updates an incident in the ServiceNow instance.

REST API Command:

POST: https://<host:port>/ic/api/integration/v2/flows/rest/project/ORCL-R-REST_SNOW_MANAGE_INCIDENT/ORCL-R-REST_SERVIC_UPDATE_INCIDE/1.0/update

Example Request Payload:

{"incidentId":"bec4ce452f603010f129811df699b6cc","incidentState":"2","incidentUrgency":"2"}

Note the valid values of request parameters incidentState and incidentUrgency:

incidentState
  • 1 = New
  • 2 = In Progress
  • 3 = On Hold
  • 6 = Resolved
  • 7 = Closed
  • 8 = Canceled
incidentUrgency
  • 1 = High
  • 2 = Medium
  • 3 = Low

Example Response Payload:

{
    "incidentStatus": "bec4ce452f603010f129811df699b6cc"
}
Oracle REST ServiceNow Delete Incident Deletes an incident in the ServiceNow instance.

REST API Command:

POST: https://<host:port>/ic/api/integration/v2/flows/rest/project/ORCL-R-REST_SNOW_MANAGE_INCIDENT/ORCL-R-REST_SERVIC_UPDATE_INCIDE/1.0/delete

Example Request Payload:

{"incidentId":"fe6a74e62f503010f129811df699b6e7"}

Example Response Payload:

{
    "status": "1"
}

System and Access Requirements

  • Oracle Integration, Version 24.04 or higher

  • ServiceNow

  • An account on ServiceNow with the Administrator role