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 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>.

What types of tickets do Merge support with ServiceNow?

Supported non-common-model fields for ticket types

Using /meta to surface available options