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      Configuration Examples
      • 14 Nov 2024
      • 3 Minutes to read
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      Contents

      Configuration Examples

      • Updated on 14 Nov 2024
      • 3 Minutes to read
      • Contributors
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      Article summary

      OVERVIEW

      The below guide provides examples of how to configure a request for Service2CM. These are all for example purposes and can be modified to suit your environment.

      REQUEST ITEMS CONFIGURATION

      The RITM within this example will be using RITM type : Access.

      Service2CM requires the Request Item types to be configured with the Record Criteria query. For testing, we have provided the query to copy and paste.

      Example RITM criteria:

      • RITMs of Configuration Item (RITM type) is "Access”.
      • RITM State is "Work in Progress”.

      2021-02-12_11-47-37.jpg

      RITM ConfigurationValue
      RITM TypeAccess
      Record Criteria Queryapi/now/table/sc_req_item?sysparm_query=cat_item%3D039c516237b1300054b6a3549dbe5dfc%5Estate%3D2&sysparm_display_value=true&sysparm_exclude_reference_link=true
      Content Manager Record TitleAccess - {SHORT_DESCRIPTION} – {NUMBER}
      Container Search StringUri:123456
      Alternatively Contain Attachmentstrue/false Attachment Container Search String: URI:54321
      Set RITM State on SuccessClosed Complete
      Set RITM State on FailureClosed Incomplete
      Set RITM Catalog Task State on FailureTask: Order from vendor or move from in-stock inventory State: Integration Error
      Generate Container on RITM CreationAny container that can contain a document
      PDF File Name{NUMBER} - {SHORT_DESCRIPTION} – {OPENED_BY}.PDF
      Set Attachment File Name{NUMBER} - {ATTACHMENT_NAME}

      INCIDENTS ITEMS CONFIGURATION

      The INCs within this example will be using INC category : Software, and subcategory: Email.

      Service2CM requires for the Request Item types to be configured with the Record Criteria query. For testing we have provided the query to copy and paste.

      2021-02-12_14-04-13.jpg

      Criteria to bring back INCs:

      • INCs of Category is "Software" and Subcategory is "Email”.
      • INC State is "In Progress”.

      2021-02-12_14-09-23.jpg

      INC ConfigurationValue
      INC CategorySoftware
      INC SubcategoryEmail
      Record Criteria Queryapi/now/table/incident?sysparm_query=state%3D2%5Ecategory%3Dsoftware%5Esubcategory%3Demail&sysparm_display_value=true&sysparm_exclude_reference_link=true
      Content Manager Record TitleSoftware Email Incident - {NUMBER} - {CALLER_ID}
      Container Search StringUri:123456
      Alternatively Contain Attachmentstrue/false Attachment Container Search String: URI:54321
      Set INC State on SuccessClosed Complete
      Set INC State on FailureClosed Incomplete
      Generate Container on INC CreationAny container that can contain a document
      PDF File Name{CATEGORY} – {SUBCATEGORY} – {NUMBER}.PDF
      Set Attachment File Name{NUMBER} - {ATTACHMENT_NAME}

      CASE ITEMS CONFIGURATION

      The Cases within this example will be looking for All FYB Cases Assigned to Help Desk with Priority Low

      Service2CM requires for the Request Item types to be configured with the Record Criteria query. For testing we have provided the query to copy and paste.

      2021-02-12_14-35-15.jpg

      Criteria to bring back Cases:

      • Cases with Account "FYB"
      • Cases Assignment Group "Help Desk"
      • Cases Priority is "Low”.

      2021-02-12_14-24-02.jpg

      Case ConfigurationValue
      Case NameAll FYB Cases Assigned to Help Desk with Priority Low
      Record Criteria Queryapi/now/table/sn_customerservice_case?sysparm_query=account%3D8e2c24b1070620107764f4218c1ed088%5Eassignment_group%3D679434f053231300e321ddeeff7b12d8%5Epriority%3D4&sysparm_display_value=true&sysparm_exclude_reference_link=true
      Content Manager Record Title{ACCOUNT} - {CASE}
      Container Search StringUri:123456
      Alternatively Contain Attachmentstrue/false Attachment Container Search String: URI:54321
      Generate Container on Case CreationAny container that can contain a document
      PDF File Name{CONTACT} - {ACCOUNT} - {NUMBER}.PDF
      Set Attachment File Name{NUMBER} - {ATTACHMENT_NAME}

      REQUESTS CONFIGURATION

      The REQs within this example will be looking for All Requests requested for Aaron Citizen with State 'Pending Approval'.

      Service2CM requires for the Request Item types to be configured with Record Criteria query. For testing we have provided the query to copy and paste.

      2021-06-28_17-29-58.jpg

      Example REQ criteria:

      • REQ State 'Pending Approval'
      • Requested For 'Aaron Citizen’.

      2021-02-12_14-24-02.jpg

      REQ ConfigurationValue
      REQ NameAll FYB Cases Assigned to Help Desk with Priority Low
      Record Criteria Queryapi/now/table/sc_request?sysparm_query=request_state%3Drequested%5Erequested_for%3D8fdf4e70db831010fa301780399619b9&sysparm_display_value=true&sysparm_exclude_reference_link=true
      Content Manager Record Title{NUMBER} - {REQUESTED_FOR}
      Container Search StringUri:123456
      Alternatively Contain Attachmentstrue/false Attachment Container Search String: URI:54321
      Generate Container on Case CreationAny container that can contain a document
      PDF File Name{CONTACT} - {ACCOUNT} - {NUMBER}.PDF
      Set Attachment File Name{NUMBER} - {ATTACHMENT_NAME}

      CUSTOM TYPES CONFIGURATION

      The Custom Type within this example is a custom FYB table will be looking for All HR Assignments with State 'Submitted for Approval'.

      Service2CM requires for the Custom Types to be configured with Record Criteria query.

      Custom Types allows for any table (within the Table API) in ServiceNow to be captured.

      2021-06-28_17-38-51.jpg

      Example REQ criteria:

      • HR Assignment Type State 'Submitted for Approval'
      HRA ConfigurationValue
      Custom Type NameAll HR Assignment Type State 'Submitted for Approval'
      Table to Retrieve fromx_custo_hr_assignment
      Record Criteria Queryapi/now/table/x_custo_hr_assignment?sysparm_query=hr_state%3D3&sysparm_display_value=true&sysparm_exclude_reference_link=true
      Content Manager Record Title{NUMBER} - {SHORT_DESCRIPTION}
      Container Search StringUri:123456
      Alternatively Contain Attachmentstrue/false Attachment Container Search String: URI:54321
      Generate Container on Custom Type CreationAny container that can contain a document
      PDF File Name{CONTACT} - {IMPACTED_PERSON} - {NUMBER}.PDF
      Set Attachment File Name{NUMBER} - {ATTACHMENT_NAME}
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