Merge

ServiceNow is very complex, especially regarding the many ticket types and options they support. Below are some helpful tips when using Merge to POST and PATCH tickets to ServiceNow.

What types of tickets do Merge support with ServiceNow?

Merge supports pulling &amp; creating all types of tasks in ServiceNow. We call the …

<code>/task</code> table to pull all types of tasks

<code>/incident table</code> to pull all incidents

<code>/sc_request</code> table to pull all requests

<code>/sc_task</code> table to pull all catalog tasks

<code>/sn_customerservice_case</code> table to pull all cases

<code>/problem</code> table to pull all problems

- <code>/task</code> table to pull all types of tasks
- <code>/incident table</code> to pull all incidents
- <code>/sc_request</code> table to pull all requests
- <code>/sc_task</code> table to pull all catalog tasks
- <code>/sn_customerservice_case</code> table to pull all cases
- <code>/problem</code> table to pull all problems

Supported non-common-model fields for ticket types

- urgency
- impact
- category
- subcategory

- Incident
  - urgency
  - impact
  - category
  - subcategory
- Problem
  - urgency
  - impact
  - category
  - subcategory
- Catalog Task
  - cmdb_ci
  - request_item
  - approval

To POST Ticket, simply use <code>integration_params</code> in the POST request body:

Surface all available <code>ticket_type</code> by simply polling the <code>GET /tickets/meta/post</code> endpoint.

Surface the available options by adding the <code>ticket_type=xxx</code> query param to the <code>GET /tickets/meta/post</code> endpoint. For example, <code>GET /tickets/meta/post?ticket_type=incident</code> will surface the available options for <code>category</code>.

Some fields like <code>subcategory</code> are dependent on other field values like <code>category</code>. To surface those options, make a call like <code>GET /tickets/meta/post?ticket_type=incident&amp;category=database</code>.

- Surface all available <code>ticket_type</code> by simply polling the <code>GET /tickets/meta/post</code> endpoint.
- Surface the available options by adding the <code>ticket_type=xxx</code> query param to the <code>GET /tickets/meta/post</code> endpoint. For example, <code>GET /tickets/meta/post?ticket_type=incident</code> will surface the available options for <code>category</code>.
- Some fields like <code>subcategory</code> are dependent on other field values like <code>category</code>. To surface those options, make a call like <code>GET /tickets/meta/post?ticket_type=incident&amp;category=database</code>.

Similarly, you can use the /meta endpoint and then PATCH /ticket. To edit a ServiceNow ticket, follow our recommended steps below:

Call <code>GET /meta/patch/{ticket_id}?ticket_id={ticket_id}</code> to get the available statuses for that Ticket. The response should look something like below:

Next call <code>PATCH /tickets/{ticket_id}</code> to edit the Ticket! Check our doc <a href="https://docs.merge.dev/ticketing/tickets/#tickets_partial_update" rel="nofollow noopener noreferrer" target="_blank">here</a> to see what fields we support editing in ServiceNow.

By default, ServiceNow does not allow users to add/remove tags to Tickets via API. To bypass this rule, follow the steps below.

1. Make sure you have elevated role of <code>security_admin</code>. Follow this guide <a href="https://www.servicenow.com/community/developer-forum/i-cannot-create-acl-in-my-instance/m-p/2224164" rel="nofollow noopener noreferrer" target="_blank">here</a> to elevate your role if you’re an admin. This particularly applies for developer sandbox accounts.
2. Navigate to Access Control (ACL).
3. Navigate to the ACL’s with <code>write</code> operations for <code>label_entry.table</code> and <code>label_entry.table_key</code>.

4. Remove the “maint” required role. Note that this may bring up security concerns, so please proceed carefully.

5. Click <b>Update</b> to save the changes.
6. You’re all set! Now the ServiceNow integration can programmatically create &amp; edit tags on tickets.

- ServiceNow help <a href="https://docs.servicenow.com/bundle/utah-platform-user-interface/page/use/common-ui-elements/concept/administering-tags.html" rel="nofollow noopener noreferrer" target="_blank">guide</a> on Administering Tags
- Create an ACL rule <a href="https://docs.servicenow.com/bundle/utah-platform-security/page/administer/contextual-security/task/t_CreateAnACLRule.html" rel="nofollow noopener noreferrer" target="_blank">guide</a>

- By default, ServiceNow does not allow users to add/remove tags to Tickets via API. To bypass this rule, follow the steps below.
  1. Make sure you have elevated role of <code>security_admin</code>. Follow this guide <a href="https://www.servicenow.com/community/developer-forum/i-cannot-create-acl-in-my-instance/m-p/2224164" rel="nofollow noopener noreferrer" target="_blank">here</a> to elevate your role if you’re an admin. This particularly applies for developer sandbox accounts.
  2. Navigate to Access Control (ACL).
  3. Navigate to the ACL’s with <code>write</code> operations for <code>label_entry.table</code> and <code>label_entry.table_key</code>.
  
  4. Remove the “maint” required role. Note that this may bring up security concerns, so please proceed carefully.
  
  5. Click <b>Update</b> to save the changes.
  6. You’re all set! Now the ServiceNow integration can programmatically create &amp; edit tags on tickets.
- Other links:
  - ServiceNow help <a href="https://docs.servicenow.com/bundle/utah-platform-user-interface/page/use/common-ui-elements/concept/administering-tags.html" rel="nofollow noopener noreferrer" target="_blank">guide</a> on Administering Tags
  - Create an ACL rule <a href="https://docs.servicenow.com/bundle/utah-platform-security/page/administer/contextual-security/task/t_CreateAnACLRule.html" rel="nofollow noopener noreferrer" target="_blank">guide</a>

How to create  and update tickets directly in ServiceNow using POST and PATCH /Ticket

What types of tickets do Merge support with ServiceNow?

Supported non-common-model fields for ticket types

POST TICKET

Using /meta to surface available options

PATCH TICKET

POST + PATCH Tickets with Tags