Resolve a ServiceNow incident | New Relic Documentation

Resolves 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 resolve. Must be a 32-character alphanumeric string (not UUID format).	`"fa7616894723b210f89ff3ac416d43c2"`
closeCode	Required	String	Close code for the incident. See the close code reference table below.	`"User error"`
closeNotes	Required	String	Closing notes describing how the incident was resolved.	`"Issue resolved by restarting the service"`
resolvedAt	Optional	String	Timestamp when the incident was resolved.	`"2024-03-11 10:30:00"`
resolvedBy	Optional	String	Username of the person who resolved the incident.	`"john.doe"`
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`

Close code reference

Close code
Duplicate
User error
Known error
No resolution provided
Resolved by caller
Resolved by change
Resolved by problem
Resolved by request
Solution provided
Workaround provided

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: resolve-servicenow-incident description: to resolve a basic incident in ServiceNow steps: - type: action name: resolveIncident action: serviceNow.incident.resolve version: 1 inputs: domain: "your-domain" apiKey: "${{ :secrets:serviceNowApiKey }}" sysId: "a62bcdbd476b3610f89ff3ac416d4357" closeCode: "Duplicate" closeNotes: "Issue resolved by restarting the application server" resolvedAt: "2024-03-11 10:30:00" resolvedBy: "john.doe" parameters: sysparm_display_value: "true" next: end`

Workflow example

name: resolve-servicenow-incident
description: to resolve a basic incident in ServiceNow
steps:
  - type: action
    name: resolveIncident
    action: serviceNow.incident.resolve
    version: 1
    inputs:
      domain: "your-domain"
      apiKey: "${{ :secrets:serviceNowApiKey }}"
      sysId: "a62bcdbd476b3610f89ff3ac416d4357"
      closeCode: "Duplicate"
      closeNotes: "Issue resolved by restarting the application server"
      resolvedAt: "2024-03-11 10:30:00"
      resolvedBy: "john.doe"
      parameters:
        sysparm_display_value: "true"
    next: end