Configuring Service Now “ITSM Only” Operations

You can also configure ServiceNow only for ITSM operations without syncing the catalog. Here the intention is to only create and get status of Service Now requests and incidents.

Some points to be noted while configuring this.

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Once the default operations are created, in the Update ServiceNow Request operation, sys_id default value is created as ##ServiceNowRequestId##. This has to be changed to ##RECORD_ID##.

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Also, the state default value is created as ##ServiceNowRequestState## which needs to be changed to ##LastState##.

Note:These changes are only required if only ITSM is configured. If ServiceNow is configured with catalog sync and request updates, the original values should remain as-is.