I have been working on some bigger automation projects here lately. And ran into the need to learn more about Service Now and how to create Incidents and Change Requests via PowerShell and also how to add them to the Scripts I was already working on. So in good fashion, there was not much out there already so here is my rendition of what I needed.
This script is taking what I already did in the last 3 Service Now posts and creating
functions. This allowing for quick plug and play into the scripts going forward. Just in case you have not read them here are the previous posts that give some background on where this all came from.
Service Now Incident Creation and Updating with PowerShell
Service Now Change Request Creation and Updating with PowerShell
Using the ServiceNow Rest API Explorer
This script is broken into 3 main functions. Create, Update and Get. For my use case, I was creating an Incident and then creating a Change Request with the Incident as the parent.
# Build Service Now Functions for Create, Update, and Get Incidents and Changes
# Chris Hildebrandt
# 11-25-2018
# Ver 1.0
# Script will create a new ServiceNow Incident and Change, Update existing Incidents and Changes, and Get all details of Incidents and Changes via Powershell
#______________________________________________________________________________________
#______________________________________________________________________________________
#ServiceNow Varibles
$SNAddress = "https://YOURSERVICENOW.service-now.com"
#______________________________________________________________________________________
#Incident Varribles
$SNINCCallerID = "Caller Sys_ID"
$SNINCUrgency = "2" #Look this up in your Service Now instance
$SNINCImpact = "3" #Look this up in your Service Now instance
$SNINCPriority = "4" #Look this up in your Service Now instance
$SNINCContactType = "email" #Look this up in your Service Now instance
$SNINCNotify = "2" #Look this up in your Service Now instance
$SNINCWatchlist = "Watch List Sys_ID" #Can do comma seperated users Sys_ID's
$SNINCServiceOffering = "Service Offering" #Look this up in your Service Now instance
$SNINCProductionImpact = "No" #Well I hope its a No.
$SNINCCategory = "Your Catagory" #Look this up in your Service Now instance
$SNINCSubcategory = "Your SubCat" #Look this up in your Service Now instance
$SNINCItem = "request" #Look this up in your Item menu
$SNINCAssignmentGroup = "Assignment Group Sys_ID"
$SNINCAssignedTo = "Assigned To Sys_ID"
$SNINCShortDescription = "Short Discription"
$SNINCDescription = "Full Discription"
$SNINCWorkNotes = "Work Notes"
$SNINComments = "Notes"
#______________________________________________________________________________________
#Change Varribles
$SNCHGRequestedBy = "Requested By Sys_ID"
$SNCHGCategory = "Change Catagory" #Look this up in your Service Now instance
$SNCHGServiceOffering = "Service Offering" #Look this up in your Service Now instance
$SNCHGReason = "Change Reason" #Look this up in your Service Now instance
$SNCHGClientImpact = "No" #Look this up in your Service Now instance
$SNCHGStartDate = (Get-Date).ToString('yyyy-MM-dd HH:mm:ss') #date in string format. Only way it works.
$SNCHGEndDate = (Get-Date).AddHours($RCTimeDelay2+24).ToString('yyyy-MM-dd HH:mm:ss') #24 hour delay of right now (Can Change if needed) Has to be as a string
$SNCHGWatchList = "Watch List Sys_ID" #Can do comma seperated users Sys_ID's
$SNCHGUrgency = "2" #Look this up in your Service Now instance
$SNCHGRisk = "4" #Look this up in your Service Now instance
$SNCHGType = "Standard" #Look this up in your Service Now instance
$SNCHGState = "1" #Look this up in your Service Now instance
$SNCHGAssignmentGroup = "Assignment Group Sys_ID"
$SNCHGAssignedTo = "Assigned To Sys_ID"
$SNCHGShortDescription = "Short Description"
$SNCHGDescription = "Description Test"
$SNCHGJustification = "Justification Notes"
$SNCHGChangePlan = "Change Plan"
$SNCHGTestPlan = "Test Plan Notes"
$SNCHGBackoutPlan = "Back Out Plan Notes"
$SNCHGChangeSummary = "Change Summary Notes"
#______________________________________________________________________________________
#Create Service Now Creds if they do not already exist
if(-Not (Test-Path -Path "C:\VDI_Tools\Scripts\SNAccount.txt" ))
{
Get-Credential-Message "Enter Your ServiceNow Account! Username@domain"|Export-Clixml"C:\VDI_Tools\Scripts\SNAccount.txt"
Write-Host"Created Secure Credentials for ServiceNow"
}
#______________________________________________________________________________________
#Import Service Now Creds
$SNCreds = Import-Clixml "C:\VDI_Tools\Scripts\SNAccount.txt"
Write-Host "Imported Secure Credentials for ServiceNow from Text file"
#______________________________________________________________________________________
#Decrypt Password to imput into ServiceNow
$SNTextPass = $SNCreds.Password | ConvertFrom-SecureString
$SNTextPassPlain = [Runtime.InteropServices.Marshal]::PtrToStringAuto([Runtime.InteropServices.Marshal]::SecureStringToBSTR( (ConvertTo-SecureString $SNTextPass) ))
Write-host "Decrypt Master Password to clear text for import into VM"
#______________________________________________________________________________________
#Create ServiceNow Creds Varribles
$SNuser = $SNCreds.Username
$SNpass = $SNTextPassPlain
#______________________________________________________________________________________
#ServiceNow Method Varibles Do not edit these
$SNMethodPost = "post"
$SNMethodGet = "get"
$SNMethodPut = "put"
$SNMethodPatch = "patch"
$SNINCAddress = "$SNAddress/api/now/table/incident"
$SNCHGAddress = "$SNAddress/api/now/table/change_request"
#______________________________________________________________________________________
#ServiceNow Build Auth Headers
$base64AuthInfo = [Convert]::ToBase64String([Text.Encoding]::ASCII.GetBytes(("{0}:{1}" -f $SNuser, $SNpass)))
#______________________________________________________________________________________
#ServiceNow Set Header
$SNheaders = New-Object "System.Collections.Generic.Dictionary[[String],[String]]"
$SNheaders.Add('Authorization',('Basic {0}' -f $base64AuthInfo))
$SNheaders.Add('Accept','application/json')
$SNheaders.Add('Content-Type','application/json')
Function Create-Incident()
{
# Specify request body
$SNCreateINCBody = @{ #Create Body of the Post Request
caller_id=$SNINCCallerID
urgency=$SNINCUrgency
impact=$SNINCImpact
priority=$SNINCPriority
contact_type=$SNINCContactType
notify=$SNINCNotify
watch_list=$SNINCWatchlist
service_offering=$SNINCServiceOffering
u_production_impact=$SNINCProductionImpact
category=$SNINCCategory
subcategory=$SNINCSubcategory
u_item=$SNINCItem
assignment_group=$SNINCAssignmentGroup
assigned_to=$SNINCAssignedTo
short_description=$SNINCShortDescription
description=$SNINCDescription
work_notes=$SNINCWorkNotes
comments=$SNINComments
}
$SNCreateINCbodyjson = $SNCreateINCBody | ConvertTo-Json
# POST to API
Try
{
# Send API request
$SNCreateIncResponse = Invoke-RestMethod -Method $SNMethodPost -Uri $SNINCAddress -Body $SNCreateINCbodyjson -TimeoutSec 100 -Headers $SNheaders -ContentType "application/json"
}
Catch
{
Write-Host $_.Exception.ToString()
$error[0] | Format-List -Force
}
return $SNCreateIncResponse
}
Function Create-Change()
{
#Specify Change Request Body
$SNCreateCHGbody = @{ #Create Body of the Post Request
requested_by=$SNCHGRequestedBy
category=$SNCHGCategory
service_offering=$SNCHGServiceOffering
reason=$SNCHGReason
u_client_impact=$SNCHGClientImpact
start_date=$SNCHGStartDate
end_date=$SNCHGEndDate
watch_list=$SNCHGWatchList
parent=$SNIncidentSysID
urgency=$SNCHGUrgency
risk=$SNCHGRisk
type=$SNCHGType
state=$SNCHGState
assignment_group=$SNCHGAssignmentGroup
assigned_to=$SNCHGAssignedTo
short_description=$SNCHGShortDescription
description=$SNCHGDescription
justification=$SNCHGJustification
change_plan=$SNCHGChangePlan
test_plan=$SNCHGTestPlan
backout_plan=$SNCHGBackoutPlan
u_change_summary=$SNCHGChangeSummary
}
$SNCreateCHGbodyjson = $SNCreateCHGbody | ConvertTo-Json
# POST to API
Try
{
# Send API request
$SNCreateChangeResponse = Invoke-RestMethod -Method $SNMethodPost -Uri $SNCHGAddress -Body $SNCreateCHGbodyjson -TimeoutSec 100 -Headers $SNheaders -ContentType "application/json"
}
Catch
{
Write-Host $_.Exception.ToString()
$error[0] | Format-List -Force
}
return $SNCreateChangeResponse
}
Function Update-Change($SNCHGUpdateComments)
{
# Specify request body
$SNUpdateCHGbody = @{ #Create Body of the Post Request
comments=$SNCHGUpdateComments
}
$SNUpdateCHGbodyjson = $SNUpdateCHGbody | ConvertTo-Json
# Send API request
$SNUpdateChangeResponse = Invoke-RestMethod -Method $SNMethodPatch -Uri "$SNCHGAddress\$SNChangeSysID" -Body $SNUpdateCHGbodyjson -TimeoutSec 100 -Headers $SNheaders -ContentType "application/json"
}
Function Update-Incident($SNINCUpdateWorkNotesUpdate)
{
# Specify request body
$SNUpdateINCbody = @{ #Create Body of the Post Request
work_notes=$SNINCUpdateWorkNotesUpdate
}
$SNUpdateINCbodyjson = $SNUpdateINCbody | ConvertTo-Json
# Send API request
$SNUpdateIncidentResponse = Invoke-RestMethod -Method $SNMethodPatch -Uri "$SNINCAddress\$SNIncidentSysID" -Body $SNUpdateINCbodyjson -TimeoutSec 100 -Headers $SNheaders -ContentType "application/json"
}
Function Get-Incident($SNGetIncidentSysID)
{
# Build URI
$SNGetINCAddress = "$SNINCAddress/$SNGetIncidentSysID" + "?sysparm_fields=parent%2Ccaused_by%2Cwatch_list%2Cu_aging_category%2Cu_call_back_number%2Cupon_reject%2Csys_updated_on%2Cu_resolved_by_tier_1%2Cu_ud_parent%2Cu_resolved_within_1_hour%2Cu_routing_rule%2Capproval_history%2Cskills%2Cu_actual_resolution_date%2Cnumber%2Cu_related_incidents%2Cu_closure_category%2Cstate%2Csys_created_by%2Cknowledge%2Corder%2Cdelivery_plan%2Ccmdb_ci%2Cimpact%2Cu_requested_for%2Cactive%2Cpriority%2Cgroup_list%2Cbusiness_duration%2Cu_template%2Capproval_set%2Cwf_activity%2Cu_requested_by_phone%2Cshort_description%2Cu_itil_watch_list%2Cdelivery_task%2Ccorrelation_display%2Cwork_start%2Cu_ca_reference%2Cadditional_assignee_list%2Cnotify%2Cservice_offering%2Csys_class_name%2Cfollow_up%2Cclosed_by%2Creopened_by%2Cu_csv_comments%2Cu_planned_response_date%2Creassignment_count%2Cassigned_to%2Csla_due%2Cu_actual_response_date%2Cu_sla_met%2Cu_closure_ci%2Cu_reopen_count%2Cescalation%2Cupon_approval%2Cu_service_category%2Ccorrelation_id%2Cu_resolution_duration%2Cu_requested_by_name%2Cmade_sla%2Cu_requested_by_email%2Cu_item%2Cu_svc_desk_created%2Cresolved_by%2Cu_business_service%2Csys_updated_by%2Cuser_input%2Copened_by%2Csys_created_on%2Csys_domain%2Cu_quality_impact%2Cu_req_count%2Ccalendar_stc%2Cclosed_at%2Cu_relationship%2Cu_parent_incident%2Cu_comments_and_work_notes%2Cu_requested_by_not_found%2Cu_requested_by%2Cbusiness_service%2Cu_agile_incident_ref%2Cu_symptom%2Crfc%2Ctime_worked%2Cexpected_start%2Copened_at%2Cwork_end%2Creopened_time%2Cresolved_at%2Ccaller_id%2Cu_client%2Cwork_notes%2Csubcategory%2Cu_ah_incident%2Cclose_code%2Cassignment_group%2Cbusiness_stc%2Cdescription%2Cu_planned_resolved_date%2Ccalendar_duration%2Cu_on_hold_type%2Cu_source%2Cclose_notes%2Cu_closure_subcategory%2Cu_previous_assignment%2Csys_id%2Ccontact_type%2Curgency%2Cproblem_id%2Cu_itil_group_list%2Cu_response_duration%2Cu_best_number%2Ccompany%2Cactivity_due%2Cseverity%2Cu_production_impact%2Ccomments%2Capproval%2Cdue_date%2Csys_mod_count%2Csys_tags%2Clocation%2Ccategory"
# Specify request body
$SNGetINCbody = @{
}
$SNGetINCbodyjson = $SNGetINCbody | ConvertTo-Json
# Send API request
$SNGetIncidentResponse = Invoke-RestMethod -Method $SNMethodGet -Headers $SNHeaders -Uri $SNGetINCAddress
Return $SNGetIncidentResponse
}
Function Get-Change($SNGetChangeSysID)
{
To run the code you can do something like this…
$SNCreateIncResponseReturn = Create-Incident $SNIncidentID = $SNCreateIncResponseReturn.result.number $SNIncidentSysID = $SNCreateIncResponseReturn.result.sys_id Write-Host $SNIncidentSysID Write-Host $SNIncidentID
Above will create an Incident and then populate the IncidentID and SysID variables. That gives you your INC number and your Sys_ID of the incident.
You can do the same thing with the change. Keep in mind that my code uses the IncidentSysID to create a change with the parent of the Incident we just created.
$SNCreateChangeResponseReturn = Create-Change $SNChangeID = $SNCreateChangeResponseReturn.result.number $SNChangeSysID = $SNCreateChangeResponseReturn.result.sys_id Write-Host $SNChangeSysID Write-Host $SNChangeID
Same as above this will create the change and give you your Change Number and Sys_ID number.
You can update Incident you created running just the simple command of:
update-incident "Update the change Notes"
Or if you want to import a file contents you can run the following command.
update-incidents $content = [IO.File]::ReadAllText("File Path and name")
This will read all the contents of the file and post it into the Incident Comments. Great when you uploading logs.
Can do the same thing with the change.
update-change "Update Change Work Notes"
or the import file contents
update-incidents $content = [IO.File]::ReadAllText("File Path and name")
Next is the Get Incident and Change. For me, I wanted to save all the change and incident info in a log file for reference later if I ever had an issue.
Get-Incident $SNIncidentSysID
This will write on the console all the contents of the Incident. or you can run the same thing for the Change Request
Get-Change $SNChangeSysID
There are a massive amount of other things you can do with the Service Now API explorer. Maybe as I have time I will dig more into it.
All the contents to this script are posted on my GitHub repo HERE. Along with my other Service Now stuff from the other blogs.
childebrandt42 