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Payloads in
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ServiceNow
The payloads define which objects are synchronized between SolMan and ServiceNow and which attributes (status, fields etc.) are to be considered.
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Attributes marked red are mandatory.
update_payload
The definition for update is general for every task type you want to synchronize. It is needed to synchronize the changes of state applied to the ticket:
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E.g.: “IVEXTID” is the name of the attribute concerning the external ticket ID (from SolMan perspective) and “number” addresses the number of your SNOW ticket.
This configuration is as shown so far complete. But don’t forget to activate (1) your configuration.
incident_payload
Here you can define the payload to be sent specifically for incidents:
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You can add or delete (1) attributes in the payload description, but don’t change any of the mandatory payload. Optionally you can also add the attribute “IVEXTSYSGUID” to define the ext_sys_guid specifically for this task_type.
In the end don’t forget to activate (2) your configuration.
incident_task_payload
Here you can define the payload to be sent specifically for incidents incident_tasks:
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You can add or delete (1) attributes in the payload description, but don’t change any of the mandatory payload. Optionally you can also add the attribute “IVEXTSYSGUID” to define the ext_sys_guid specifically for this task_type.
In the end don’t forget to activate (2) your configuration.
change_task_payload
Here you can define the payload to be sent specifically for change_tasks:
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You can add or delete (1) attributes in the payload description, but don’t change any of the mandatory payload. Optionally you can also add the attribute “IVEXTSYSGUID” to define the ext_sys_guid specifically for this task_type.
In the end don’t forget to activate (2) your configuration.
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It is also possible to send custom fields or nested field content.
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