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Using POST /tickets for ServiceNow
Using POST /tickets for ServiceNow
How to create tickets directly in ServiceNow using POST/Ticket
Yash Gogri avatar
Written by Yash Gogri
Updated over a week ago

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

What types of tickets do Merge support with ServiceNow?

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

  • /task table to pull all types of tasks

  • /incident table to pull all incidents

  • /sc_request table to pull all requests

  • /sc_task table to pull all catalog tasks

  • /sn_customerservice_case table to pull all cases

  • /problem table to pull all problems

Supported non-common-model fields for ticket types

Below are the commonly supported types:

  • Incident

    • urgency

    • impact

    • category

    • subcategory

  • Problem

    • urgency

    • impact

    • category

    • subcategory

  • Catalog Task

    • cmdb_ci

    • request_item

    • approval

To POST Ticket, simply use integration_params in the POST request body:

Using /meta to surface available options

  • Surface all available ticket_type by simply polling the GET /tickets/meta/post endpoint.

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

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

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