ServiceNow Incident actions

This page provides a reference for ServiceNow incident actions available in the workflow automation actions catalog. These actions enable you to create and manage incidents in ServiceNow.

Prerequisites

Before using ServiceNow actions in workflow automation, ensure you have:

A ServiceNow instance with appropriate permissions.
A ServiceNow REST API Key for authentication (passed as the x-sn-apikey header).
The necessary permissions to create and manage incidents in your ServiceNow instance.

In the action input, apiKey must be provided. It is used to authenticate the user — the key is passed as part of the request header x-sn-apikey.

Set up API key authentication

For more information, see Create REST API access policy with API Key authentication profiles in the ServiceNow documentation.

To generate and configure a REST API Key in ServiceNow:

Create an Inbound Authentication Profile

Navigate to System Web Services > API Access Policies > Inbound Authentication Profile.
Create a new API Key authentication profile.
Define the Auth Parameter as an HTTP header (recommended) using the parameter name x-sn-apikey.

Generate a REST API Key

Navigate to System Web Services > API Access Policies > REST API Key.
Create a new key associated with a dedicated service account that has the appropriate roles and permissions.
Save and copy the generated token value — it is a secret key.

Configure an API Access Policy

Navigate to System Web Services > API Access Policies > REST API Access Policies.
Create a new policy, select the target REST API (for example, Table API or a Scripted REST API).
Add the Inbound Authentication Profile to this policy's related list.

Available incident actions

Action name	Description
Create a ServiceNow incident	Creates a new incident in ServiceNow using the Table API.
Get a ServiceNow incident	Gets an existing incident from ServiceNow using the Table API.
List ServiceNow incidents	Gets a list of incidents from ServiceNow using the Table API.
Update a ServiceNow incident	Updates an existing incident in ServiceNow using the Table API.
Resolve a ServiceNow incident	Resolves an existing incident in ServiceNow using the Table API.