10 - Create the 'ServiceNow Update Incident' tool

In this module we will create a stateful workflow to update an existing ServiceNow incident and prepare it for agent use.

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-UpdateIncident
   • 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

   

Configure Workflow

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 Activity as follows

   • Rename activity to List Records - Get Ticket Details

   • Record Type: Incident

   • Advanced Parameters (click Show all)

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

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

     

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 Activity

     

6. Configure the Update Record action

   • Rename activity to Update Incident Work Notes

   • Record Type: Incident

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

   • State: (Advanced Parameter) 2

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

     

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

   • Click on the + -> Add an Action
   • Search for and select the Response activity

   

8. Configure the Response activity

   • Body:

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

   

9. Save your workflow