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Introduction

A ServiceNow Query activity retreives existing records from a ServiceNow connection and is intended to be used as a source in an operation. After configuring a ServiceNow connection, you can configure as many ServiceNow activities as you like for each ServiceNow connection.

Known Issues

When configuring a ServiceNow Query activity, you should be aware of this current known issue:

  • ServiceNow: Searching on the Items object with conditions doesn’t work
    • Summary: When using a ServiceNow Query activity to search on the Items object with a condition such as a WHERE or LIMIT clause, the response is empty with no data.
    • Additional Info: The operation appears to be successful with warnings related to extra subelements.
  • DateTime fields use the wrong data type in the response schema generated by a ServiceNow Query activity
    • Summary: During configuration of a ServiceNow Query 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.
  • Custom tables in ServiceNow are not immediately visible
    • Summary: The ServiceNow connector invalidates the cache maintained for the ServiceNow metadata. This metadata is cached for performance. The cache is reset every two hours.
    • Additional Info: Users won’t see the newly-created metadata such as tables in Cloud Studio until the cache is invalidated.
    • Workaround: Users working in a development environment running on Cloud Agents will need to wait two hours from the last cache reset to see the new tables. Users working in a development environment running on Private Agents can restart the private agents to reset the cache.

Creating a ServiceNow Activity

From the design canvas, open the Connectivity tab of the design component palette:

Connectivity tab

Use the Show dropdown to filter on Endpoints, and then click the ServiceNow connection block to display activities that are available to be used with a ServiceNow connection:

ServiceNow activities

To create an activity that can be configured, drag the activity block from the palette to the operation.

For more information about the parts of an operation and adding activities to operations, see Operation Creation and Configuration.

Accessing Menu Actions

After a ServiceNow activity has been added to an operation, menu actions for that activity are accessible from the project pane in either the Workflows or the Components tabs, and from the design canvas:

  • Project Pane: In the Workflows or Components tab of the project pane, hover over an activity name and click the actions menu icon to open the actions menu.

  • Design Canvas: Within the operation, click an existing activity block to open the actions menu.

Each of these menu actions is available:

  • View/Edit: Opens the activity configuration screen for you to configure the activity. For details, see Configuring a ServiceNow Query Activity later on this page.

  • Delete: Permanently deletes the activity. A message asks you to confirm that you want to delete the activity.

  • Rename: Positions the cursor on the activity name in the project pane for you to make edits.

  • View Dependencies: Changes the view in the project pane to display any other parts of the project that the activity is dependent on.

  • Remove: Removes the activity as a step in the operation without deleting it from the project. (This is available only from the actions menu on the design canvas.) When you remove an activity that is adjacent to a transformation and schemas are provided within that activity, the schemas are no longer referenced by the transformation. Removed components can be accessed or permanently deleted from the project pane.

  • Deploy: Deploys the activity and any components it is dependent on.

  • Configurable Deploy: Opens the deployment screen, where you can select project components to deploy.

  • Add to Group: Opens a prompt to create a new custom group or to add the component to an existing group.

  • Duplicate: Creates a copy of the activity as a new, unreferenced component. On creating the component copy, the cursor is positioned on the component name within the project pane for you to rename the component.

Configuring a ServiceNow Query Activity

Follow these steps to configure a ServiceNow Query activity:

  • Step 1: Select an Object
  • Step 2: Build Your Query
  • Step 3: Review Data Schema

Step 1: Select an Object

ServiceNow Query Activity Configuration Step 1

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

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

    NOTE: For information on ServiceNow views, see View Management in the ServiceNow documentation.

    • Selected ServiceNow Object: After an object is selected, it will be 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 will be 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 you have recently added objects to the ServiceNow instance. This action refreshes all metadata used to build the table of objects displayed in the configuration.

    • Select 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.

      • Type: The object type, either Table or View.

      • Description: The object description from ServiceNow.

    TIP: ServiceNow Developer Instances are known to "go to sleep" if you haven't recently logged in to the ServiceNow UI or used the instance. If the table does not populate with available objects, first ensure that the ServiceNow instance is active, and then ensure you are connected to it by reopening the ServiceNow connection and retesting the credentials.

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

  • Next: Click to continue to the next step and temporarily store the configuration. 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: Build Your Query

ServiceNow Query Activity Configuration Step 2

TIP: Fields with a variable icon Variable icon support using global variables, project variables, and Jitterbit variables. Begin by either typing an open square bracket [ into the field or by clicking the variable icon to display a list of the existing variables to choose from.

The Build Your Query step is used to set conditions on a query using the object fields and apply paging to a query.

  • Search: Enter any part of a field name into the search box to filter the list of fields for the selected object. The search is not case-sensitive. The listed results will be filtered in real time with each keystroke.

  • Refresh: Click the refresh icon Refresh icon or the word Refresh to reload fields of the object from the ServiceNow endpoint.

  • Select All: When using the search box to filter, you can use this checkbox to select all visible fields at once.

  • Select Fields: Select the checkboxes of the fields you want included in the query to have them automatically added to the SELECT statement in the Query String. You can also Select All of the fields at once using the checkbox.

  • Conditions: To add conditional clauses, use the fields below as input to help construct the clauses, which then appear in the Query String text box.

    • Object: Field: Use the dropdown to select a field from the selected object.

    • Operator: Use the dropdown to select an operator that is appropriate for the field data type:

      OperatorLabelDescription
      =Equals
      !=Not equals
      LIKE 'string'LikeLike string
      LIKE 'string%'Starts withStarts with string
      LIKE '%string'Ends withEnds with string
      LIKE '%string%'ContainsContains string
      <Less than
      <=Less or equal
      >Greater than
      >=Greater or equal
    • Value: Enter the desired value to use with the dropdown selections.

      TIP: When using global variables in the conditions of a WHERE clause, it is recommended to specify a default value so that script testing is possible. Otherwise, since global variables obtain their value at runtime, the syntax may be invalidated during testing or no data may be returned if no default value is specified.

    • Add: Click to automatically construct the clause based on the dropdown selections and entered value. The conditional clause will be added to the Query String text box.

    • Remove All: Click to remove all entered conditional clauses.

  • Paging: To add a paging clause (a limit on the number of records with an optional record offset), you can use the dropdown to set the paging limit and the field to enter an offset. If an offset is not specified, it defaults to 0. A single paging clause is supported. If paging clause is not included, all records are returned.

    • Apply: Click to automatically construct the clause based on the dropdown selections and entered value. The automatically constructed paging clause will appear in the the Query String text box.

    • Remove: Click to remove a paging clause that has been applied.

  • Query String: As you select fields, specify conditions, and set paging, the query statement in this text box will autopopulate with the selected fields, conditions, and paging limits.

  • Test Query: Click to validate the query. If the query is valid, a sample of up to 10 records retrieved from the query will be displayed in a table. If the query is not valid, relevant error messages will be displayed. The query must be valid and validated through this button in order to enable the Next button.

    Connectivity tab

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

  • Next: Click to continue to the next step and temporarily store the configuration. 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 3: Review Data Schema

ServiceNow Query Activity Configuration Step 3

  • Data Schema: The response data schemas for ServiceNow will be displayed. If the operation uses a transformation, the data schemas will be 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 ServiceNow connector uses the ServiceNow API. Refer to the schemas documentation for information on the schema fields.

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

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

ServiceNow Query activities can be used as a source with these operation patterns:

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

A typical use case is to use a ServiceNow Query activity in the Transformation Pattern.

In this example, the ServiceNow Query activity sends a response to a transformation (ServiceNow Query Response), which is then written to a variable by a Variable Write activity (Write ServiceNow Query Response) and a message is then logged by the Write to Operation Log script:

ServiceNow Query 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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Last updated:  Nov 12, 2019

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