Create a ServiceNow incident | New Relic Documentation

Creates a new 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"`
shortDescription	Required	String	Short description of the incident.	`"Test Incident"`
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 }}"`
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 Export to OpenAPI specification for a list of accepted parameters.
fields	Optional	Map	Additional incident fields to include in the request body. All fields are merged with `shortDescription`. See the fields reference table below.	`"{\"description\": \"Detailed description\", \"urgency\": \"2\", \"impact\": \"2\", \"priority\": \"3\", \"assignment_group\": \"IT Support\", \"assigned_to\": \"john.doe\", \"category\": \"Software\", \"subcategory\": \"Application\", \"caller_id\": \"jane.smith\", \"contact_type\": \"email\", \"state\": \"1\", \"cmdb_ci\": \"web-server-01\"}"` See JSON object format for a sample object.
selectors	Optional	List		`[{\"name\": \"incidentNumber\", \"expression\": \".responseBody.result.number\"}]`

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`

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
opened_by	String
opened_at	String
correlation_id	String
correlation_display	String

Output Field	Type	Example
response	Object	`{ "result": { "number": "INC0019382", "sys_id": "ed59ab193b67ba10e811026aa5e45a2d", "short_description": "The server is on fire.", .... .... } }`
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.",
    ....
    ....
}
}

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-incident description: to create a incident in ServiceNow steps: - type: action name: createIncident action: serviceNow.incident.create version: 1 inputs: domain: "your-domain" apiKey: "${{ :secrets:serviceNowApiKey }}" shortDescription: "Test incident from New Relic WFA" fields: description: "This is a test incident created from New Relic WFA using access token authentication." priority: "2" impact: "2" urgency: "2" assignment_group: "IT Support" assigned_to: "admin" contact_type: "email" 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-incident
description: to create a incident in ServiceNow
steps:
  - type: action
    name: createIncident
    action: serviceNow.incident.create
    version: 1
    inputs:
      domain: "your-domain"
      apiKey: "${{ :secrets:serviceNowApiKey }}"
      shortDescription: "Test incident from New Relic WFA"
      fields:
        description: "This is a test incident created from New Relic WFA using access token authentication."
        priority: "2"
        impact: "2"
        urgency: "2"
        assignment_group: "IT Support"
        assigned_to: "admin"
        contact_type: "email"
      parameters:
        sysparm_display_value: "true"
        sysparm_fields: "number,short_description,description,priority,sys_id"
      selectors:
        - name: sysId
          expression: .responseBody.result.sys_id
    next: end