API v3: Alert ServiceNow field

The V4 API can view/modify the ServiceNow link. Please add this to APIv3 (or permit system integration access to APIv4)?

   {
     "alertExternalTicketUrl" : {
          "servicenowIncidentLinks" : {
            "INC0010101" : "https://acme.service-now.com/now/nav/ui/classic/params/target/incident.do%3Fsys_id%3D1234211bda7ad090a6c7feaac8915678"
          }
     }
}

David Bond

Posted 1 year ago·Last reply 1 year ago

3 comments

Dave Lee

·1 year ago

I used to pull this information by adding the following to the query string:

customColumns=%23%23EXTERNALTICKETID%23%23

which would give you an external "customColumns" object in the returned payload with the fields you request, then you could parse ##EXTENRALTICKETID## by splitting by the colon char and strip the leading space.

"customColumns": {
    "##EXTERNALTICKETID##": "SCC ServiceNow Integration : INC5132740"
  }

I've just had a look to see if you could do the same with alertExternalTicketURL but it seems to be in the default output, so maybe the change you asked for is already in place? (bits removed for brevity!)

{
  "id": "DS8824603",
  "ruleId": 30,
  "alertExternalTicketUrl": {
    "servicenowIncidentLinks": {
      "INC5132740": "https://xxxxxxx.service-now.com/now/nav/ui/classic/params/target/incident.do%3Fsys_id%3Db05f563a1b962a10438ced79b04bcb81"
    }
  },
  "tenant": "undefined",
  "alertValue": "1.0",
  "sdted": false,
  "SDT": null,
}

David Bond

OP1 year ago

Dave! So good to hear from you! DM me - would love to catch up...

David Bond

OP1 year ago

The requirements is to both view AND set the value (for system integration) in API v3. I see that these values are there in API V4, but customers are locked out of API v4.

I don't believe that is is possible to SET the value? Also, your answer implies that other custom columns can be viewed/set/modified?

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