12 - Create the 'ServiceNow Close Incident' tool

In this module we will create a stateful workflow to close an existing ServiceNow incident and add resolution comments.

Create the Stateful Workflow

1. Search for and navigate to the Logic Apps service

   

2. Open the Logic App created earlier

   

3. Create a new workflow

   • Click Workflows -> Workflows from the menu on the left

   • Click + Add -> Add

     

4. Create a new stateful workflow with:

   • Workflow name: tool-ServiceNow-CloseIncident
   • Select the radio button for the Stateful workflow type
   • Click Create

   

5. Open the workflow visual editor by clicking on the tool-ServiceNow-UpdateIncident link (if the workflow designer isn't opened automatically)

   

🚀 Create Workflow using existing workflow.json (expand for details)

• 📄 - provides a preconfigured workflow definition
• 🕐 - This option saves you time creating the tools allowing more time to explore and interact with the agent.

Configure Worflow using existing workflow.json

1. Select the Code Option in the Tools

   

2. Paste the contents of the workflow.json file into the editor

   {
       "definition": {
           "$schema": "https://schema.management.azure.com/providers/Microsoft.Logic/schemas/2016-06-01/workflowdefinition.json#",
           "contentVersion": "1.0.0.0",
           "actions": {
               "List_Records": {
                   "type": "ApiConnection",
                   "inputs": {
                       "host": {
                           "connection": {
                               "referenceName": "service-now"
                           }
                       },
                       "method": "get",
                       "path": "/api/now/v2/table/@{encodeURIComponent('incident')}",
                       "queries": {
                           "sysparm_display_value": false,
                           "sysparm_exclude_reference_link": true,
                           "sysparm_query": "number=@{triggerBody()?['TicketNumber']}"
                       }
                   },
                   "runAfter": {}
               },
               "Update_Record": {
                   "type": "ApiConnection",
                   "inputs": {
                       "host": {
                           "connection": {
                               "referenceName": "service-now"
                           }
                       },
                       "method": "put",
                       "body": {
                           "state": "7",
                           "close_code": "Solution Provided",
                           "close_notes": "@triggerBody()?['Notes']"
                       },
                       "path": "/api/now/v2/table/@{encodeURIComponent('incident')}/@{encodeURIComponent(first(body('List_Records')?['result'])['sys_id'])}",
                       "queries": {
                           "sysparm_display_value": false,
                           "sysparm_exclude_reference_link": true
                       }
                   },
                   "runAfter": {
                       "List_Records": [
                           "SUCCEEDED"
                       ]
                   }
               },
               "Response": {
                   "type": "Response",
                   "kind": "Http",
                   "inputs": {
                       "statusCode": 200,
                       "body": {
                           "status": "Ticket {@{triggerBody()?['TicketNumber']}} has been updated successfully"
                       }
                   },
                   "runAfter": {
                       "Update_Record": [
                           "SUCCEEDED"
                       ]
                   }
               }
           },
           "outputs": {},
           "triggers": {
               "When_an_HTTP_request_is_received": {
                   "type": "Request",
                   "kind": "Http",
                   "inputs": {
                       "schema": {
                           "type": "object",
                           "properties": {
                               "TicketNumber": {
                                   "type": "string"
                               },
                               "Notes": {
                                   "type": "string"
                               }
                           }
                       }
                   }
               }
           }
       },
       "kind": "Stateful"
   }    

3. Click the Save button to save the changes to the workflow

   

   The follwoing message will appear once the changes have been successfully saved:

   

4. Click on the Designer option in the Tools menu to review the workflow using the designer.

   

📋 Create Workflow using the Logic Apps Workflow Designer (expand for details)

• ✅ - provides step by step instructions for configuring the workflow using the designer.
• ✏️ - Use this option if you want more practice using the Logic Apps Designer

Configure Workflow using designer

1. Configure the workflow trigger to accept an HTTP Request

   • Click on Add Trigger

   • Select the Request action located in the Built-in tools group

     

   • Select the When a HTTP request is received

     

2. Configure the When a HTTP request is received action:

   • Request Body JSON Schema

     {
         "type": "object",
         "properties": {
             "TicketNumber": {
                 "type": "string"
             },
             "Notes": {
                 "type": "string"
             }
         }
     }

3. Look up the internal identifier for the Incident in ServiceNow

   • Add a new action. Click + Add an action

     

   • Select the ServiceNow - List Records action

     

4. Configure the List Records Action as follows

   • Record Type: Incident

   • Advanced Parameters (click Show all)

   • Query: number=@{triggerBody()?['TicketNumber']}

     (note: notice that the connection for the ServiceNow connection was automatically selected for the action)

     

5. Add the Update Record action to update the work notes on the incident in ServiceNow

   • Click on the + -> Add an Action

   • Search for ServiceNow Connector and select the Update Record Action

     

6. Configure the Update Record action

   • Rename action to Update Incident Work Notes

   • Record Type: Incident

   • System ID: (using the expression (fx) editor) first(body('List_Records')?['result'])['sys_id']

   • State: (Advanced Parameter) 7

   • Resolution Code: (Advanced Parameter) Solution Provided

   • Resolution Notes: (Advanced Parameter) @{triggerBody()?['Notes']}

     

7. Add the Response action to return a status message to the calling process

   • Click on the + -> Add an Action

   • Search for and select the Response action

     

8. Configure the Response action

   • Body:

     {
         "status": "Ticket {@{triggerBody()?['TicketNumber']}} has been updated successfully"
     }
     

9. Save your workflow