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AppsServiceNow ToolsServicenow Update Sn Ind Tsm Sdwan Ticket Troubleticket
ServiceNow Tools

Servicenow Update Sn Ind Tsm Sdwan Ticket Troubleticket

Updates an existing trouble ticket in ServiceNow using the Service Operations Workspace Trouble Ticket Open API. Use this action when you need to modify an existing trouble ticket, such as updating its state, changing assignments, adding notes, or modifying the resolution detail…

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Use Servicenow Update Sn Ind Tsm Sdwan Ticket Troubleticket

Pricing and limits

Pricing
Free
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Not currently supported

Inputs

  • idstring
    Required
    The unique identifier (sys_id or record ID) of the trouble ticket to update. This is a 32-character hexadecimal string that uniquely identifies the trouble ticket record. Example: '1c741bd70b2322007518478d83673af3'
  • statestring
    Current state of the trouble ticket. Common values vary by workflow but typically include: 'Open', 'In Progress', 'On Hold', 'Resolved', 'Closed', 'Cancelled'. The exact state values depend on your ServiceNow configuration.
  • categorystring
    Category or classification of the trouble ticket. Example categories: 'Network', 'Hardware', 'Software', 'Security'. The exact categories depend on your ServiceNow configuration.
  • prioritystring
    Priority level of the trouble ticket. Typical values: 1 = Critical (service down), 2 = High (major impact), 3 = Medium (moderate impact), 4 = Low (minor impact). The exact priority values depend on your ServiceNow configuration.
  • close_codestring
    The resolution code for closing the trouble ticket. Common values: 'Resolved', 'Closed/Resolved', 'Closed/Cancelled', 'Not Resolved', 'Escalated'. The exact values depend on your configuration.
  • work_notesstring
    Internal work notes about the trouble ticket. These notes are only visible to users with appropriate roles and are not visible to end users or customers. Use this for technical details and updates. Example: 'Investigated the issue and identified root cause as faulty switch'
  • assigned_tostring
    Sys_id of the user assigned to handle the trouble ticket. This is the 32-character hexadecimal string that identifies the user. Example: 'usr789xyz012abc345def678ghi901'
  • descriptionstring
    Full detailed description of the trouble ticket, including symptoms, impact, and any relevant background information. Example: 'Users unable to access the corporate network since 9 AM'
  • subcategorystring
    Subcategory of the trouble ticket for more specific classification. Example subcategories: 'Firewall', 'Router', 'Switch', 'VPN'. The exact subcategories depend on your ServiceNow configuration.
  • sysparm_fieldsstring
    Comma-separated list of fields to return in the response. Invalid fields are ignored. If not specified, all fields are returned. Example: 'number,short_description,state,assigned_to'
  • assignment_groupstring
    Sys_id of the group assigned to handle the trouble ticket. This is the 32-character hexadecimal string that identifies the group. Example: 'grp456def789ghi012jkl345mno678'
  • resolution_notesstring
    Notes documenting how the trouble ticket was resolved. These are typically added when closing the ticket and describe the solution. Example: 'Replaced faulty switch and connectivity restored'

Observable output

  • data
    Required
    Data from the action execution
  • errorstring
    Error if any occurred during the execution of the action
  • successfulboolean
    Required
    Whether or not the action execution was successful or not

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