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Introduction

A ServiceNow Update activity, using its ServiceNow connection, updates an existing record in ServiceNow, and is intended to be used as a target to consume data in an operation.

Known Issues

When configuring a ServiceNow Update activity, you should be aware of these current known issues:

  • DateTime fields use the wrong data type in the response schema generated by a ServiceNow Update activity

    • Summary: During configuration of a ServiceNow Update activity, in the schema generated in step 3, a DateTime field that is returning a value (either a DateTime or a null) instead uses a string 'dateTime'.

    • Workaround: In the transformation, mirror the schema, then edit it and change the data type of any 'dateTime' fields to string.

  • Operations with ServiceNow Create or Update activities using incorrectly formatted DateTime data fail to write the record

    • Summary: Operations that use a ServiceNow Create or Update activity to attempt to write incorrectly formatted DateTime data will report success with an error but fail to create or update the record.

    • Additional Info: The error message returned does not report the wrong date format as a cause.

Creating a ServiceNow Update Activity

An instance of a ServiceNow Update activity is created from a ServiceNow connection using its Update activity type.

To create an instance of a ServiceNow Update activity, drag the Update activity type to the design canvas or copy the Update activity type and paste it on the design canvas. For details, see Creating an Activity Instance in Component Reuse.

An existing ServiceNow Update activity can be edited from these locations:

Configuring a ServiceNow Update Activity

Follow these steps to configure a ServiceNow Update activity:

Step 1: Enter a Name, Select an Object, and Specify Settings

In this step, you provide a name for the activity and select the object to be updated:

ServiceNow Update Activity Configuration Step 1

  • Name: Enter a name to identify the ServiceNow Update activity. The name must be unique for each ServiceNow Update activity and must not contain forward slashes (/) or colons (:).

  • Select an Object: This section displays objects available in the ServiceNow endpoint. When reopening an existing activity configuration, only the selected object is displayed instead of reloading the entire object list.

    • Selected ServiceNow Object: After an object is selected, it is listed here.

    • Search: Enter any part of the object name into the search box to filter the list of objects. The search is not case-sensitive. If objects are already displayed within the table, the table results are filtered in real time with each keystroke. To reload objects from the endpoint when searching, enter search criteria and then refresh, as described below.

    • Refresh: Click the refresh icon Refresh icon or the word Refresh to reload objects from the ServiceNow endpoint. This may be useful if objects have been added to ServiceNow. This action refreshes all metadata used to build the table of objects displayed in the configuration.

    • Selecting an Object: Within the table, click anywhere on a row to select an object. Only one object can be selected. The information available for each object is fetched from the ServiceNow endpoint:

      • Name: The object name from ServiceNow.

      • Description: The object description from ServiceNow.

    TIP: If the table does not populate with available objects, the ServiceNow connection may not be successful. Ensure you are connected by reopening the connection and retesting the credentials.

  • Continue on Error: Select to continue the operation if an error is encountered. If any errors are encountered, they are written to the operation log. By default, this setting is unselected.

  • Save & Exit: If enabled, click to save the configuration for this step and close the activity configuration.

  • Next: Click to temporarily store the configuration for this step and continue to the next step. The configuration will not be saved until you click the Finished button on the last step.

  • Discard Changes: After making changes, click to close the configuration without saving changes made to any step. A message asks you to confirm that you want to discard changes.

Step 2: Review the Data Schemas

In this step, any request or response schemas generated from the endpoint are displayed:

ServiceNow Update Activity Configuration Step 2

  • Data Schemas: The request and response data schemas for ServiceNow are displayed. If the operation uses a transformation, the data schemas are displayed again later during the transformation mapping process, where you can map to target fields using source objects, scripts, variables, custom values, and more.

    The SeviceNow connector uses the ServiceNow API. For more information on the schema fields, refer to the ServiceNow Developer website by navigating to Reference > APIs > REST and selecting your version of ServiceNow.

  • Refresh: Click the refresh icon Refresh icon or the word Refresh to regenerate schemas from the ServiceNow endpoint. This action also regenerates a schema in other locations throughout the project where the same schema is referenced, such as in an adjacent transformation.

  • Back: Click to temporarily store the configuration for this step and return to the previous step.

  • Finished: Click to save the configuration for all steps and close the activity configuration.

  • Discard Changes: After making changes, click to close the configuration without saving changes made to any step. A message asks you to confirm that you want to discard changes.

Next Steps

After configuring a ServiceNow Update activity, complete the configuration of the operation by adding and configuring other activities, transformations, or scripts as operation steps. You can also configure the operation settings, which include the ability to chain operations together that are in the same or different workflows.

NOTE: Operations using a ServiceNow Update activity write all records to the operation logs regardless of whether values are accepted in ServiceNow, replacing unacceptable values with the default value of the field, which in some cases could be null values.

Menu actions for an activity are accessible from the project pane and the design canvas. For details, see Activity Actions Menu in Connector Basics.

ServiceNow Update activities can be used as a target with these operation patterns:

Other patterns are not valid using ServiceNow Update activities. See the validation patterns on the Operation Validity page.

A typical use case is to use a ServiceNow Update activity in the Two-Transformation Pattern. In this example, the first transformation (Update Request) creates a request structure that is passed to the ServiceNow Update activity. The second transformation (Update Response) receives the response structure, which is then written to a variable by a Variable Write activity (Write Update Response) and a message is then logged by the Write to Operation Log script:

ServiceNow Update operation

To use the activity with scripting functions, write the data to a temporary location and then use that temporary location in the scripting function.

When ready, deploy and run the operation and validate behavior by checking the operation logs.

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