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Introduction

A ServiceNow query activity retreives existing records from a ServiceNow connection and is 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

Within the Endpoints filter, click the ServiceNow connection block to display activities that are available to be used with a ServiceNow connection:

Connectivity tab

To create an activity that can be configured, the activity must first be added to an operation on the design canvas. To add an activity to an operation, 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: This opens the activity configuration screen for you to configure the activity. For details, see Configuring a ServiceNow Query Activity later on this page.

  • Delete: This is used to permanently delete the activity.

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

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

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

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

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

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

  • Duplicate: This creates a copy of the activity as a new, unreferenced component. Upon 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

Connectivity tab

  • Name: Enter a name to use to identify the ServiceNow query activity. The name must be unique for each 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 Personal Developer Instances are known to "go to sleep" if you haven't recently logged in to the ServiceNow UI. 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 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 Discard Changes to close the configuration without saving changes made to any step. A message will ask you to confirm that you want to discard changes.

Step 2 – Build Your Query

Connectivity tab

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

  • Search: Enter any part of the field name into the search box to filter the list of fields for the selected object. The search is not case-sensitive.

  • Refresh: Click the refresh icon Refresh icon or the word Refresh to reload objects from the ServiceNow endpoint.

  • Select Columns: Select the checkboxes of the columns 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 its fields at once using the checkbox.

  • Query Builder: The query builder can be used to both add or remove conditions on columns and apply or remove paging to the query.

  • Conditions: (Optional) To add a conditions clause, you can use the fields below as input to help construct the clause, or you can manually enter the clause in the lower text box.

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

    • Operator: Use the dropdown to select the appropriate operator(s). The list of available operators depends on the data type of the selected field.

    • Value: Enter the desired value to use with the dropdown selections.

    • Add: Click the Add link to automatically construct and add a condition clause based on the dropdown selection and the entered value. The condition clause will be added to the Query String text box.

    • Remove All: Click the Remove All link to remove all entered conditions.

  • Paging: (Optional) To add a paging clause (a limit and an offset), you can use the dropdown menu to set the paging limit and the field to enter an offset. If the offset is not specified, it defaults to 0. You can also manually enter the clause in the Query String text box.

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

    • Remove: Click the Remove link to remove all paging clauses that have been applied.

  • Query String: This text box displays the query string constructed using the Query Builder controls.

  • Test Query: Click this button to validate whether the query is valid. If the query is valid, a sample of 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 in order to enable the Next button.

    Connectivity tab

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

  • 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 Discard Changes to close the configuration without saving changes made to any step. A message will ask you to confirm that you want to discard changes.

Step 3 – Review Data Schema

Connectivity tab

  • 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 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.

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.

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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