Payloads in ServiceNow

The payloads define which objects are synchronized between SolMan and ServiceNow and which attributes (status, fields etc.) are to be considered.

For parameter ending with _payload you can define fields of the ticket, which you want to send to SolMan.

For the following payload definition Value does not need to be filled.

Payload are name-value pairs, where name is the attribute name on the SolMan side and value the technical field name of the task you want to synchronize or a constant value.

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:

Open

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.

incident_payload

Here you can define the payload to be sent specifically for incidents:

Open

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.

incident_task_payload

Here you can define the payload to be sent specifically for incident_tasks:

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.

change_task_payload

Here you can define the payload to be sent specifically for change_tasks:

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.

It is also possible to send custom fields or nested field content.

For example: “IVCUSTOM01” is an attribute that can refer to a customized field on SolMan or Snow side, in this case a custom field on SolMan side. If we define “change_request.number” the Number of the change_request connected to the current change_task will be send.

With “change_request” we reference the field “Change request” and with “.number” we access the ticket number of this Change request.