ServiceNow modules

In an Adobe Workfront Fusion scenario, you can automate workflows that use ServiceNow, as well as connect it to multiple third-party applications and services.

If you need instructions on creating a scenario, see Create a scenario in Adobe Workfront Fusion.

For information about modules, see Modules in Adobe Workfront Fusion.

Access requirements

You must have the following access to use the functionality in this article:

Adobe Workfront plan*

Pro or higher

Adobe Workfront license*

Plan, Work

Adobe Workfront Fusion license**

Workfront Fusion for Work Automation and Integration

Product Your organization must purchase Adobe Workfront Fusion as well as Adobe Workfront to use functionality described in this article.

*To find out what plan, license type, or access you have, contact your Workfront administrator.

**For information on Adobe Workfront Fusion licenses, see Adobe Workfront Fusion licenses

Prerequisites

To use ServiceNow modules, you must have a ServiceNow account.

Connect ServiceNow to Workfront Fusion

To create a connection for your ServiceNow modules:

  1. Click Add next to the Connection box when you begin configuring the first ServiceNow module.

  2. Enter the following:

    Connection name

    Enter a name for the new ServiceNow connection

    Username

    Enter your ServiceNow username.

    Password

    Enter your ServiceNow password.

    Instance

    Enter the address of your ServiceNow account without https:// (usually <company>.service-now.com).

ServiceNow modules and their fields

When you configure ServiceNow modules, Workfront Fusion displays the fields listed below. Along with these, additional ServiceNow fields might display, depending on factors such as your access level in the app or service. A bolded title in a module indicates a required field.

If you see the map button above a field or function, you can use it to set variables and functions for that field. For more information, see Map information from one module to another in Adobe Workfront Fusion.

NOTE

If a custom record is selected in a “Record type” field, it may take some time to load the custom fields.

If there are no custom records, the dropdown will be empty.

Watch records

This trigger module activates a scenario when a record is created or updated.

Connection

For instructions about connecting your ServiceNow account to Workfront Fusion, see Connect ServiceNow to Workfront Fusion in this article.

Table type Select whether the table you want to watch is a custom table or a standard table.
Record type Select the type of record that you want to watch.
Display Select the type of values that you want to display.
Outputs Select the fields that you want the module to output.
Filter Select whether you want to watch new records or updated records.
Limit

Enter or map the maximum number of records you want the module to return during each scenario execution cycle.

Custom API Call

This action module lets you make a custom authenticated call to the ServiceNow API. This way, you can create a data flow automation that can’t be accomplished by the other ServiceNow modules.

When you are configuring this module, the following fields display.

Connection

For instructions about connecting your ServiceNow account to Workfront Fusion, see Connect ServiceNow to Workfront Fusion in this article.

Relative URL

Type the address on the web server that you want the module to interact with.

You can type a relative URL, which means that you don't have to include the protocol (such as http://) at the beginning. This suggests to the web server that the interaction is occurring on the server.

For example: /api/conversations.create

Method

Select the HTTP request method you need to configure the API call. For more information, see HTTP request methods in Adobe Workfront Fusion.

Headers

Add the headers of the request in the form of a standard JSON object.

For example, {"Content-type":"application/json"}

Query String

Add the query for the API call in the form of a standard JSON object.

For example: {“name”:“something-urgent”}

Body

Add the body content for the API call in the form of a standard JSON object.

Note:

When using conditional statements such as if in your JSON, put the quotation marks outside of the conditional statement.

Read a record

This action module reads a ServiceNow record by using the system ID.

The module returns any standard fields associated with the record, along with any custom fields and values that the connection accesses. You can map this information in subsequent modules in the scenario.

When you are configuring this module, the following fields display.

Connection

For instructions about connecting your ServiceNow account to Workfront Fusion, see Connect ServiceNow to Workfront Fusion in this article.

Record System ID Enter or map the unique ServiceNow ID of the record that you want the module to read.
Table type Select whether the record you want to read is in a custom table or a standard table.
Record Type Select the type of ServiceNow record that you want the module to read.
Display Select the type of values that you want to display.
Outputs Select the fields that you want the module to output.

Deactivate a User

This action module deactivates a user in ServiceNow by using the system ID.

Connection

For instructions about connecting your ServiceNow account to Workfront Fusion, see Connect ServiceNow to Workfront Fusion in this article.

User System ID Enter or map the unique ServiceNow ID of the user that you want the module to deactivate.

Download an attachment

This action module downloads an attachment in a ServiceNow record.

Connection

For instructions about connecting your ServiceNow account to Workfront Fusion, see Connect ServiceNow to Workfront Fusion in this article.

Attachment System ID Enter or map the unique ServiceNow ID of the attachment that you want the module to download.

Upload an attachment

This action module uploads an attachment to a ServiceNow record.

Connection

For instructions about connecting your ServiceNow account to Workfront Fusion, see Connect ServiceNow to Workfront Fusion in this article.

Table name Enter or map the name of the table where you want to upload the attachment.
System ID Enter or map the unique ServiceNow ID of the System where you want to upload the attachment.
File name Enter or map a name for the attachment
File content Enter or map the file that you want to upload to ServiceNow.

Create a record

This action module creates a new ServiceNow record.

When you are configuring this module, the following fields display.

Connection

For instructions about connecting your ServiceNow account to Workfront Fusion, see Connect ServiceNow to Workfront Fusion in this article.

Table type Select whether you want to create a record in a custom table or a standard table.
Record Type Select the type of ServiceNow record that you want the module to create. You can then fill in the available fields for this record type.

Update a record

This action module creates a new ServiceNow record.

When you are configuring this module, the following fields display.

Connection

For instructions about connecting your ServiceNow account to Workfront Fusion, see Connect ServiceNow to Workfront Fusion in this article.

Record System ID Enter or map the unique ServiceNow ID of the record that you want the module to update.
Table type Select whether the record want to update is in a custom table or a standard table.
Record Type Select the type of ServiceNow record that you want the module to update. You can then fill in the available fields for this record type.

Delete a record

This action module deletes an incident or a user.

When you are configuring this module, the following fields display.

Connection

For instructions about connecting your ServiceNow account to Workfront Fusion, see Connect ServiceNow to Workfront Fusion in this article.

Record Type Select whether you want to delete an incident or a user.
System ID Enter or map the unique ServiceNow ID of the record that you want the module to delete.

Search for records

This module searches for records using criteria you select.

The module returns any standard fields associated with the record, along with any custom fields and values that the connection accesses. You can map this information in subsequent modules in the scenario.

Connection

For instructions about connecting your ServiceNow account to Workfront Fusion, see Connect ServiceNow to Workfront Fusion in this article.

Table type Select whether the table you want to search is a custom table or a standard table.
Record type Select the type of record that you want to search for.
Result set Select whether you want the module to return all records that match the criteria, or only the first record to match it.
Maximal count of records

Enter or map the maximum number of records you want the module to return during each scenario execution cycle.

Search type

Select what type of search you want the module to execute

  • Advanced query

  • Simple

    • Search Criteria

      Enter the criteria by which you want the module to search. For more information on setting up search filters, see Add a filter to a scenario in Adobe Workfront Fusion.

    • Sort by

      Indicate which field you want the module to sort results by, and whether they should be sorted ascending or descending.

 

Display Select the type of values that you want to display.
Outputs Select the fields that you want the module to output.

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