Update Servicenow incident feilds

[shashankkumar]

Hi Team,

I am using "Update Servicenow Incident"  action and want to update other feilds also like category, subcategory etc. how can we do that ?? 

[Stephen_G]

Hi shashankkumar,

Thanks for using our forums.

I have moved this to the FortiSOAR discussions board as you added the FortiSOAR tag. You will likely receive a reply here soon. Let me know if you need any further assistance. :)

Kind regards,

[yashbhagwanani]

Hello @shashankkumar 
You can update any fields in ServiceNow using the 'Other fields' paramter of 'Update Servicenow incident' action, by adding a jinja expression of the field name in Service now, and it's value
For e.g.
Add this line in the 'Other fields' along with the { }
{ "category" : "ABC", "subcategory": "ABC", "cmdb_ci": "ABC"}
Here cmdb_ci is used for setting the configuration item.

I hope this answers your question.

Thank you.

[RenuAndh]

Hi shashankkumar,

can you try adding this in other fields :

{  "category": "software",  "subcategory": "email"}

Please check attached screenshot.

[shashankkumar]

Is it mandatory to give cmdb ci, when adding other fields  ?  

[RenuAndh]

Hi shashankkumar,
Providing the cmdb_ci in other fields is not mandatory. Additionally, the state can be set to "Resolved" directly from the action.

[shashankkumar]

I have these fields

 Resolution code, Resolution notes, Channel, Recommendation, Attack kill chain

which  are coming in service now and are mandatory to be filled before moving to resolved state, but these are not coming in fortisoar snow.