Update a ServiceNow incident | New Relic Documentation

Updates an existing incident in ServiceNow using the Table API.

For authentication setup, see ServiceNow Incident actions.

Input Field	Optionality	Type	Description	Example
domain	Required	String	Domain of the ServiceNow instance. Used to construct the base URL `your-domain.service-now.com`.	`"your-domain"`
apiKey	Required	String	ServiceNow REST API Key for authentication. Passed as the `x-sn-apikey` request header. Must be provided as a secret.	`"${{ :secrets:serviceNowApiKey }}"`
sysId	Required	String	Unique system ID of the incident to update. Must be a 32-character alphanumeric string (not UUID format).	`"fa7616894723b210f89ff3ac416d43c2"`
fields	Required	Map	Incident fields to update in the ServiceNow incident. See the fields reference table below.	`"{\"short_description\": \"Updated incident description\", \"state\": \"2\", \"work_notes\": \"Investigating the issue\", \"assigned_to\": \"john.doe\", \"priority\": \"2\"}"` See JSON object format for a sample object.
parameters	Optional	Map	Optional URL query parameters for the ServiceNow API request. Controls the format and content of the API response. See the parameters reference table below.	`"{\"sysparm_fields\": \"name,short_description\", \"sysparm_exclude_reference_link\": \"true\", \"sysparm_input_display_value\": \"false\", \"sysparm_display_value\": \"true\"}"` See now_table_api_latest_spec.json or Export to OpenAPI specification for a list of accepted parameters.
selectors	Optional	List		`[{\"name\": \"incidentNumber\", \"expression\": \".responseBody.result.number\"}]`

Common URL Parameters reference

Parameter	Type	Description	Default
sysparm_fields	String	Comma-separated list of fields to return in the response.
sysparm_exclude_reference_link	String	`true` or `false` to exclude reference links from the response.	`false`
sysparm_display_value	String	`true`, `false`, or `all` to return display values instead of actual values.	`false`
sysparm_input_display_value	String	`true` or `false`. When `true`, sets field values using their display value instead of the actual value.	`false`
sysparm_suppress_auto_sys_field	String	`true` or `false`. When `true`, suppresses auto-generation of system fields.	`false`
sysparm_view	String	Renders the response according to a specific UI view. Overridden by `sysparm_fields`.	`default`
sysparm_query_no_domain	String	`true` or `false`. When `true`, allows access to data across domains if authorized.	`false`

incidentData Fields reference

Field	Type
short_description	String
description	String
caller_id	String
category	String
subcategory	String
urgency	String
impact	String
priority	String
assignment_group	String
assigned_to	String
state	String
contact_type	String
business_service	String
cmdb_ci	String
comments	String
work_notes	String
opened_by	String
opened_at	String
correlation_id	String
correlation_display	String
close_code	String
close_notes	String
resolved_by	String
resolved_at	String

Output Field	Type	Example
response	Object	`{ "result": { "number": "INC0019382", "sys_id": "ed59ab193b67ba10e811026aa5e45a2d", "short_description": "The server is on fire.", "description": "The server is on fire." "priority": "3" } }`
success	Boolean	`success: true \| false`
errorMessage	String	`[ { "success": false, "errorMessage": "{\"error\":{\"message\":\"User Not Authenticated\",\"detail\":\"Required to provide Auth information\"},\"status\":\"failure\"}" } ]`

Output Field

Type

Example

response

Object

{
"result": {
    "number": "INC0019382",
    "sys_id": "ed59ab193b67ba10e811026aa5e45a2d",
    "short_description": "The server is on fire.",
    "description": "The server is on fire."
    "priority": "3"
}
}

success

Boolean

success: true | false

errorMessage

String

[
  {
    "success": false,
    "errorMessage": "{\"error\":{\"message\":\"User Not Authenticated\",\"detail\":\"Required to provide Auth information\"},\"status\":\"failure\"}"
  }
]

Workflow example
name: create-servicenow-update description: to update a incident in ServiceNow steps: - type: action name: updateIncident action: serviceNow.incident.update version: 1 inputs: domain: "your-domain" apiKey: "${{ :secrets:serviceNowApiKey }}" sysId: "ed59ab193b67ba10e811026aa5e45a2d" fields: short_description: "Test incident from New Relic WFA" assigned_to: "npitchuka" contact_type: "slack" parameters: sysparm_display_value: "true" sysparm_fields: "number,short_description,description,priority,sys_id" selectors: - name: sysId expression: .responseBody.result.sys_id next: end

Workflow example

name: create-servicenow-update
description: to update a incident in ServiceNow

steps:
  - type: action
    name: updateIncident
    action: serviceNow.incident.update
    version: 1
    inputs:
      domain: "your-domain"
      apiKey: "${{ :secrets:serviceNowApiKey }}"
      sysId: "ed59ab193b67ba10e811026aa5e45a2d"
      fields: 
        short_description: "Test incident from New Relic WFA"
        assigned_to: "npitchuka"
        contact_type: "slack"
      parameters:
        sysparm_display_value: "true"
        sysparm_fields: "number,short_description,description,priority,sys_id"
      selectors:
        - name: sysId
          expression: .responseBody.result.sys_id
    next: end