ServiceNow

Introduction

This document serves as a detailed guide for integrating Autom Mate with ServiceNow, empowering users to efficiently perform essential operations within the ServiceNow platform. Additionally, it outlines the process of managing credentials within the Autom Mate Vault for enhanced security.

ServiceNow, a cloud-based service management platform, offers solutions in IT service management, business process automation, and customer service. It includes features such as service request tracking, inventory management, automated workflows, and detailed reporting. Integrating Autom Mate with ServiceNow provides users with unique advantages, automating processes and enhancing user satisfaction.

What is ServiceNow?

An overview of ServiceNow, emphasizing its cloud-based service management platform and benefits in streamlining business processes.

Overview of ServiceNow: ServiceNow is a cloud-based service management platform and software company that offers solutions in IT service management, business process automation, and customer service. It allows organizations to manage their business processes from a centralized location, improving efficiency and productivity.

Key Features:

• IT Service Management

• Business Process Automation

• Customer Service Solutions

Autom Mate Integration with ServiceNow

Description of how Autom Mate seamlessly integrates with ServiceNow, enabling automated processing of service requests and optimizing IT processes.

Overview of Integration: Autom Mate offers unique advantages when integrated with the ServiceNow platform. Users can create service requests in ServiceNow, and Autom Mate automatically processes these requests. The user's request is diagnosed, solution steps are initiated, and progress notifications are automatically communicated. This integration enhances efficiency, user satisfaction, and IT process optimization.

Using the Integration

Credential Management

Steps to define and manage credentials within the Autom Mate Vault for secure authentication in ServiceNow operations.

Usage:

1. Navigate to the Autom Mate Vault section.

2. Click on "Add New Credential" to define a new credential.

3. Fill in the required fields:

   • Credential Name: Unique identifier for the credential.

   • Authentication Type: Method used for authentication (e.g., OAuth, API Key).

   • Username/Client ID: Specific identifier for authentication.

   • Password/Client Secret: Securely store authentication secret.

   • Additional Fields as required.

4. Save the credential in the Autom Mate Vault for secure storage.

Credential Usage

Instructions on how to utilize credentials from the Autom Mate Vault in ServiceNow operations.

Usage:

1. When setting up Autom Mate ServiceNow actions:

   • Select the option to use Vault-managed credentials.

   • Choose the desired credential from the Autom Mate Vault.

2. Authenticate securely using the selected credential.

3. Execute the ServiceNow operation with enhanced security and access control.

How To Use Actions

Create Record with Base Tables

Description: Create a new record within ServiceNow using specified data in base tables.

Purpose: Efficiently add new entries to ServiceNow's base tables.

Usage:

1. Select the "Create Record with Base Tables" action in Autom Mate.

2. Choose to use Vault-managed credentials for authentication.

3. Specify the ServiceNow base table for the new record.

4. Provide the necessary data fields and values for the new record.

5. Save the record to ServiceNow.

Inputs:

• Base Table: Select the base table using the data manager.

• Data Fields: Provide data fields and values for the new record.

Create Record with Custom Tables

Description: Create a new record within ServiceNow using specified data in custom tables.

Purpose: Efficiently add new entries to ServiceNow's custom tables.

Usage:

1. Select the "Create Record with Custom Tables" action in Autom Mate.

2. Choose to use Vault-managed credentials for authentication.

3. Specify the ServiceNow custom table for the new record.

4. Provide the necessary data fields and values for the new record.

5. Save the record to ServiceNow.

Inputs:

• Custom Table: Select the custom table using the data manager.

• Data Fields: Provide data fields and values for the new record.

Delete Record with Base Tables

Description: Remove a record from ServiceNow's base tables based on specified criteria.

Purpose: Automate the deletion of unnecessary records from ServiceNow's base tables.

Usage:

1. Choose the "Delete Record with Base Tables" action in Autom Mate.

2. Authenticate securely using Vault-managed credentials.

3. Specify the ServiceNow base table for the record to be deleted.

4. Provide criteria (e.g., record ID) to identify the record for deletion.

5. Confirm and execute the deletion process.

Inputs:

• Base Table: Select the base table using the data manager.

• Record ID: Specify the unique identifier of the record to be deleted.

Delete Record with Custom Tables

Description: Remove a record from ServiceNow's custom tables based on specified criteria.

Purpose: Automate the deletion of unnecessary records from ServiceNow's custom tables.

Usage:

1. Choose the "Delete Record with Custom Tables" action in Autom Mate.

2. Authenticate securely using Vault-managed credentials.

3. Specify the ServiceNow custom table for the record to be deleted.

4. Provide criteria (e.g., record ID) to identify the record for deletion.

5. Confirm and execute the deletion process.

Inputs:

• Custom Table: Select the custom table using the data manager.

• Record ID: Specify the unique identifier of the record to be deleted.

Get Record with Base Tables

Description: Retrieve a record from ServiceNow's base tables based on specified criteria.

Purpose: Efficiently retrieve specific records from ServiceNow's base tables.

Usage:

1. Select the "Get Record with Base Tables" action in Autom Mate.

2. Authenticate securely using Vault-managed credentials.

3. Specify the ServiceNow base table for the record retrieval.

4. Provide criteria (e.g., record ID) to identify the record to retrieve.

5. Retrieve and review the record details.

Inputs:

• Base Table: Select the base table using the data manager.

• Record ID: Specify the unique identifier of the record to retrieve.

Get Record with Custom Tables

Description: Retrieve a record from ServiceNow's custom tables based on specified criteria.

Purpose: Efficiently retrieve specific records from ServiceNow's custom tables.

Usage:

1. Select the "Get Record with Custom Tables" action in Autom Mate.

2. Authenticate securely using Vault-managed credentials.

3. Specify the ServiceNow custom table for the record retrieval.

4. Provide criteria (e.g., record ID) to identify the record to retrieve.

5. Retrieve and review the record details.

Inputs:

• Custom Table: Select the custom table using the data manager.

• Record ID: Specify the unique identifier of the record to retrieve.

List and Filter Tables

Description: List and filter tables within ServiceNow for efficient data management.

Purpose: View and filter available tables within ServiceNow for streamlined operations.

Usage:

1. Select the "List and Filter Tables" action in Autom Mate.

2. Authenticate securely using Vault-managed credentials.

3. View the list of available tables within ServiceNow.

4. Apply filters for specific table views as needed.

Inputs:

• None

List Records with Base Tables

Description:

List records within ServiceNow's base tables based on specified criteria.

Purpose: Efficiently view and manage records within ServiceNow's base tables.

Usage:

1. Choose the "List Records with Base Tables" action in Autom Mate.

2. Authenticate securely using Vault-managed credentials.

3. Specify the ServiceNow base table for listing records.

4. Apply filters for specific record views as needed.

5. Retrieve and review the list of records.

Inputs:

• Base Table: Select the base table using the data manager.

• Filters: Apply filters for specific record views.

List Records with Custom Tables

Description: List records within ServiceNow's custom tables based on specified criteria.

Purpose: Efficiently view and manage records within ServiceNow's custom tables.

Usage:

1. Choose the "List Records with Custom Tables" action in Autom Mate.

2. Authenticate securely using Vault-managed credentials.

3. Specify the ServiceNow custom table for listing records.

4. Apply filters for specific record views as needed.

5. Retrieve and review the list of records.

Inputs:

• Custom Table: Select the custom table using the data manager.

• Filters: Apply filters for specific record views.

Update Record with Base Tables

Description: Update a record within ServiceNow's base tables with new data.

Purpose: Efficiently modify existing records within ServiceNow's base tables.

Usage:

1. Select the "Update Record with Base Tables" action in Autom Mate.

2. Authenticate securely using Vault-managed credentials.

3. Specify the ServiceNow base table for the record to be updated.

4. Provide the Record ID and updated data fields.

5. Confirm and execute the update process.

Inputs:

• Base Table: Select the base table using the data manager.

• Record ID: Specify the unique identifier of the record to be updated.

• Updated Data Fields: Provide updated data fields and values.

Update Record with Custom Tables

Description: Update a record within ServiceNow's custom tables with new data.

Purpose: Efficiently modify existing records within ServiceNow's custom tables.

Usage:

1. Select the "Update Record with Custom Tables" action in Autom Mate.

2. Authenticate securely using Vault-managed credentials.

3. Specify the ServiceNow custom table for the record to be updated.

4. Provide the Record ID and updated data fields.

5. Confirm and execute the update process.

Inputs:

• Custom Table: Select the custom table using the data manager.

• Record ID: Specify the unique identifier of the record to be updated.

• Updated Data Fields: Provide updated data fields and values.

View Meta

Description and Purpose: The "ServiceNow View Meta" action in Autom Mate enables users to retrieve ServiceNow Meta Data efficiently. This action is designed for users who need to access specific metadata within their ServiceNow instance by leveraging the View Meta action.

Usage: To use the "ServiceNow View Meta" action, the user must provide a Table ID, which serves as the primary input. The Table ID is required and has two options:

1. Select: This option includes a dropdown feature, allowing users to choose from a predefined list of Table IDs. The available selections cover various ServiceNow tables, such as:

   • Approval

   • Asset

   • Catalog Task

   • Change Request

   • Change Task

   • Company

   • Computer

   • Configuration Item

   • Group Member

   • Incident

   • Journal Entry

   • Knowledge Applied to Tasks

   • Printer

   • Problem

   • Request

   • Request Item

   • Server

   • Software

   • Software Instance

   • Task

   • User

2. Text: This option allows users to input a custom Table ID if it is not listed in the predefined dropdown. Users can define the Table ID according to their specific needs, enabling flexibility in data retrieval.

Inputs:

• Table ID: Select a Table ID from the dropdown list or enter a custom Table ID as text.

Action Output: The successful execution of the "ServiceNow View Meta" action will result in the retrieval of the specified ServiceNow Meta Data based on the provided Table ID. This allows users to access and utilize metadata effectively within their ServiceNow environment.

View Attachments with Base Tables

Description and Purpose: This action allows users to retrieve attachments from base tables in Autom Mate by specifying a table ID and record ID. Users can manually enter the table and record IDs or select them using the Data Manager. The action provides three output options: a list of download links, an array of base64 file codes, or automatic storage of the attachments to the Mate Drive.

Usage:

1. Select Table and Record IDs:

   • Users must specify the table ID and record ID. This can be done either manually or by selecting the related table and record using the Data Manager.

2. Select Output Option:

   • The user can choose one of the following output options:

     • Array of download links

     • Array of base64 file codes

     • Save directly to Mate Drive

3. Optional Folder Path (for Save to Mate Drive option):

   • If the user selects the "Save to Mate Drive" option, they need to specify the folder path where attachments will be saved. The user can use Data Store paths, such as "mate:/" or "mate:/foldername".

4. Retrieving Attachments:

   • The action retrieves the attachments based on the provided table and record IDs and processes them according to the selected output format.

Inputs:

• Table ID (required): The ID of the table containing the attachments.

• Record ID (required): The ID of the record from which the attachments will be retrieved.

• Output Option (required): The format in which to receive the attachments:

  • Array of download links

  • Array of base64 file codes

  • Save to Mate Drive

• Folder Path (optional, for Save to Mate Drive option): The path in Mate Drive where the attachments will be stored, using the format "mate:/[folder]".

Outputs:

• Array of download links: A list of URLs for the attachments that can be downloaded directly.

• Array of base64 file codes: The Mate Drive output provides an array of paths where uploaded files are stored, and the files are base64-encoded strings. This means each file, after being uploaded to Mate Drive, is represented in its encoded form as a base64 string.

• Save to Mate Drive: Attachments are automatically saved to the specified folder in Mate Drive, allowing the user to access them from the Mate Drive interface.

Upload Attachments with Base Tables

Description and Purpose: This action allows users to upload attachments to base tables within Autom Mate. Users need to provide essential details such as the table ID, record ID, file name, and the location of the uploaded file. This feature helps to store documents directly into the specified records.

Usage:

1. Define Table and Record IDs:

   • Users must define the table ID and record ID to which the file will be attached. This can be done manually or by using the Data Manager to select the appropriate table and record.

2. Define the File Name and Extension:

   • After defining the table and record IDs, the user must specify the name of the file they wish to upload. The file name must include an extension (e.g., test.jpeg, document.pdf).

3. Define the File Path:

   • The user must provide the file path where the document to be uploaded is located. This file path should point to the location where the file is stored prior to the upload.

4. Upload the File:

   • Once the table ID, record ID, file name, and file path are defined, the action is ready to upload the attachment to the specified record.

Inputs:

• Table ID (required): The ID of the table where the attachment will be stored.

• Record ID (required): The ID of the record to which the file will be attached.

• File Name (required): The name of the file, including the extension (e.g., test.jpeg, document.pdf).

• File Path (required): The file path that points to the location of the document being uploaded.

Outputs:

• Attachments Uploaded: The attachments will be uploaded to the specified record ID in the base table.

View Attachments with Custom Table

Description and Purpose: This action allows users to view attachments from custom tables within Autom Mate. The user needs to specify the table ID and record ID to retrieve the attachments. Similar to the base tables action, users can select from three output options: a list of download links, an array of base64 file codes, or automatic storage of the attachments to the Mate Drive.

Usage:

1. Select Table and Record IDs:

   • Users must specify the custom table ID and record ID to view the associated attachments. This can be done manually or by using the Data Manager.

2. Select Output Option:

   • The user can choose one of the following output options:

     • Array of download links

     • Array of base64 file codes

     • Save directly to Mate Drive

3. Optional Folder Path (for Save to Mate Drive option):

   • If the user selects the "Save to Mate Drive" option, they need to specify the folder path where attachments will be saved. The user can use Data Store paths, such as "mate:/" or "mate:/foldername".

4. Retrieving Attachments:

   • The action retrieves the attachments based on the provided table and record IDs and processes them according to the selected output format.

Inputs:

• Table ID (required): The ID of the custom table containing the attachments.

• Record ID (required): The ID of the record from which the attachments will be retrieved.

• Output Option (required): The format in which to receive the attachments:

  • Array of download links

  • Array of base64 file codes

  • Save to Mate Drive

• Folder Path (optional, for Save to Mate Drive option): The path in Mate Drive where the attachments will be stored, using the format "mate:/[folder]".

Outputs:

• Array of download links: A list of URLs for the attachments that can be downloaded directly.

• Array of base64 file codes: The Mate Drive output provides an array of paths where uploaded files are stored, and the files are base64-encoded strings. This means each file, after being uploaded to Mate Drive, is represented in its encoded form as a base64 string.

• Save to Mate Drive: Attachments are automatically saved to the specified folder in Mate Drive, allowing the user to access them from the Mate Drive interface.

Upload Attachments with Custom Tables

Description and Purpose: This action allows users to upload attachments to custom tables within Autom Mate. Users need to provide the table ID, record ID, file name, and the file path. This feature facilitates attaching documents directly to records in custom tables.

Usage:

1. Define Table and Record IDs:

   • Users must define the custom table ID and record ID to which the file will be attached. This can be done manually or by using the Data Manager to select the appropriate custom table and record.

2. Define the File Name and Extension:

   • After defining the custom table and record IDs, the user must specify the name of the file they wish to upload. The file name must include an extension (e.g., test.jpeg, document.pdf).

3. Define the File Path:

   • The user must provide the file path where the document to be uploaded is located. This file path should point to the location where the file is stored before uploading.

4. Upload the File:

   • Once the table ID, record ID, file name, and file path are defined, the action is ready to upload the attachment to the specified custom table record.

Inputs:

• Table ID (required): The ID of the custom table where the attachment will be stored.

• Record ID (required): The ID of the record to which the file will be attached.

• File Name (required): The name of the file, including the extension (e.g., test.jpeg, document.pdf).

• File Path (required): The file path that points to the location of the document being uploaded.

Outputs:

• Attachments Uploaded: The attachments will be uploaded to the related record ID in the custom table.

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