topic Re: Servicenow updated by in Workato Pros Discussion Board

Servicenow updated by

craig2 — Wed, 03 Feb 2021 22:41:24 GMT

Hi everybody, we have a use case where we want to update servicenow tickets via workato. The problem we have is that the comment or work note is always marked as updated by the integration account user. We want this to be an individual user instead. E.g. Pass a users sys id to the ticket update. Is it possible?

Re: Servicenow updated by

george4 — Wed, 03 Feb 2021 22:54:06 GMT

Hi Craig, we had similar issue with Zendesk and I figured it out. In Zendesk payload you can pass the user email in one of the fields and it either pulls the existing user or creates a new one. Never used Servicenow, but I hope they have something similar.

Re: Servicenow updated by

jiesheng-tan — Wed, 03 Feb 2021 22:55:58 GMT

ServiceNow's API does not allow you to pass a user sys_id to the ticket update. You would have to create a custom scripted REST on ServiceNow to do that.

Re: Servicenow updated by

deepak23shastri — Wed, 03 Feb 2021 23:20:33 GMT

Hi Craig!

Below may help you. There is no direct way to do it though. You have to do it via custom script:

https://community.servicenow.com/community?id=community_question&sys_id=ec5fd1a9dbf21f40200f0b55ca961938

Re: Servicenow updated by

craig2 — Thu, 04 Feb 2021 03:53:41 GMT

Thanks for the replies! Shame it doesn't work out of the box but at least the scripted API is an option.