topic Re: How to add a description and caller name fields in ServiceNow incident integration for Splunk Add-on for ServiceNow? in All Apps and Add-ons

How to add a description and caller name fields in ServiceNow incident integration for Splunk Add-on for ServiceNow?

vigneshmadesh — Wed, 26 Apr 2017 12:11:47 GMT

In Splunk Add-on for ServiceNow, we have ServiceNow incident integration alerts to create incidents.
In addition to the field provided to add incidents like "co-relation id","Assignment group", can we add more fields to the same like
Description and Caller id?

Re: How to add a description and caller name fields in ServiceNow incident integration for Splunk Add-on for ServiceNow?

ehaddad_splunk — Tue, 29 Sep 2020 13:50:54 GMT

We ingest what the the Servicenow REST endpoint exposes. This is the call we make
https://.service-now.com/.do?JSONv2&sysparm_query=sys_created_on>=2016-01-01+00:00:00^ORDERBYsys_created_on&sysparm_record_count=50 mysinstance.service-now.com
at the end we are limited to what SNOW exposes. check with your admin, if there is a way to add more fields.

Re: How to add a description and caller name fields in ServiceNow incident integration for Splunk Add-on for ServiceNow?

vigneshmadesh — Tue, 29 Sep 2020 13:51:21 GMT

Hi ehadded,

https://.service-now.com/.do?JSONv2&sysparm_query=sys_created_on>=2016-01-01+00:00:00^ORDERBYsys_created_on&sysparm_record_count=50 mysinstance.service-now.com

above the urls are not opening.

Thanks and Regards,
Vignesh

Re: How to add a description and caller name fields in ServiceNow incident integration for Splunk Add-on for ServiceNow?

todd_miller — Mon, 08 May 2017 15:00:23 GMT

There is a lot of data that we would like to update via the SNOW integration with Splunk as we create tickets. As it stands, they're quite sparse. We would love to be able to add additional information to minimize the amount of work that a human has to put into the ticket.

The value of the integration is lacking as it stands.

Re: How to add a description and caller name fields in ServiceNow incident integration for Splunk Add-on for ServiceNow?

ChrisBell04 — Tue, 29 Sep 2020 18:42:44 GMT

@ehaddad [Splunk]
That .do?JSONv2 REST endpoint is very old (CALGARY & DUBLIN releases per \Splunk_TA_snow\bin\snow_ticket.py). Any of the modern REST endpoints use the Table API (api/now/table/). That being all said, caller_id is a standard field which has been around for years and should be supported by this addon.

I'd really rather not have to hack the various Python scripts to get this feature supported...

Re: How to add a description and caller name fields in ServiceNow incident integration for Splunk Add-on for ServiceNow?

ChrisBell04 — Thu, 29 Mar 2018 22:14:31 GMT

caller_id aka Requester has been logged as enhancement request SNOWAPP200.

Re: How to add a description and caller name fields in ServiceNow incident integration for Splunk Add-on for ServiceNow?

ChrisBell04 — Fri, 27 Apr 2018 18:38:08 GMT

Enhancement request ADDON-17893 has been filed to add the Description field to incident creation.

Re: How to add a description and caller name fields in ServiceNow incident integration for Splunk Add-on for ServiceNow?

shashankrainanc — Wed, 02 May 2018 11:10:14 GMT

@chrisbell04
We want to raise SNOW incidents from Splunk ES. We want to send the urgency and severity fields to SNOW, but the alert action doesnt have these fields. And it sends these values as default to SNOW. Is there any way to make other fields visible?We are using 2.9.1 version of Snow Add On, and upgrading to 3.1 within next 2 weeks

Re: How to add a description and caller name fields in ServiceNow incident integration for Splunk Add-on for ServiceNow?

AniPrag — Fri, 24 Aug 2018 13:26:21 GMT

@ChrisBell04 did you get any answer or solution for this request..as i am facing the same

Re: How to add a description and caller name fields in ServiceNow incident integration for Splunk Add-on for ServiceNow?

ChrisBell04 — Fri, 24 Aug 2018 16:23:41 GMT

Nope.

Enhancement requests have been logged for Splunk development. Feel free to create your own support requests and reference those two tickets, so it shows other customers want these features sooner than later.

Re: How to add a description and caller name fields in ServiceNow incident integration for Splunk Add-on for ServiceNow?

chrisyounger — Thu, 28 Mar 2019 11:45:41 GMT

Hopefully Splunk will add this functionality soon. In the meantime I have created some documentation on how to do this process here: https://answers.splunk.com/answers/736869/servicenow-how-do-set-extra-custom-fields-when-cre.html