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servicenow.itsm.change_request

Manage ServiceNow change requests

Version added: 1.0.0

Synopsis

Parameters

Parameter Choices/Defaults Comments
assignment_group
string
The group that the change request is assigned to.
Required if state value is assess or authorize or scheduled or implement or review or closed.
attachments
list / elements=dictionary
added in 1.2.0 of servicenow.itsm
ServiceNow attachments.
name
string
Name of the file to be uploaded without the file extension.
If not specified, the module will use path's base name.
path
string / required
Path to the file to be uploaded.
type
string
MIME type of the file to be attached.
If not specified, the module will try to guess the file's type from its extension.
category
string
    Choices:
  • hardware
  • software
  • service
  • system_software
  • aplication_software
  • network
  • telecom
  • documentation
  • other
The category of the change request.
change_request_mapping
dictionary
added in 1.3.0 of servicenow.itsm
User mapping for Change request object, where user can override Choice Lists values for objects.
impact
dictionary
Impact is a measure of the effect of an incident, problem, or change on business processes.
priority
dictionary
Priority is based on impact and urgency, and it identifies how quickly the service desk should address the task.
risk
dictionary
The risk level for the change.
state
dictionary
The state of the change request.
If state value is assess or authorize or scheduled or implement or review or closed, assignment_group parameter must be filled in. In case that any field is renamed, that check is not performed there.
For more information on state model and transition, refer to the ServiceNow documentation at https://docs.servicenow.com/bundle/paris-it-service-management/page/product/change-management/concept/c_ChangeStateModel.html
Special value that can not be overridden is absent, which would remove a change request from ServiceNow.
urgency
dictionary
The extent to which resolution of an change request can bear delay.
close_code
string
    Choices:
  • successful
  • successful_issues
  • unsuccessful
Provide information on how the change request was resolved.
The change request must have this parameter set prior to transitioning to the closed state.
close_notes
string
Resolution notes added by the user who closed the change request.
The change request must have this parameter set prior to transitioning to the closed state.
description
string
A detailed description of the change request.
hold_reason
string
Reason why change request is on hold.
Required if change request's on_hold value will be true.
impact
string
    Choices:
  • high
  • medium
  • low
Impact is a measure of the effect of an incident, problem, or change on business processes.
instance
dictionary
ServiceNow instance information.
client_id
string
ID of the client application used for OAuth authentication.
If not set, the value of the SN_CLIENT_ID environment variable will be used.
If provided, it requires client_secret.
client_secret
string
Secret associated with client_id. Used for OAuth authentication.
If not set, the value of the SN_CLIENT_SECRET environment variable will be used.
If provided, it requires client_id.
grant_type
string
added in 1.1.0 of servicenow.itsm
    Choices:
  • password ←
  • refresh_token
Grant type used for OAuth authentication.
If not set, the value of the SN_GRANT_TYPE environment variable will be used.
host
string / required
The ServiceNow host name.
If not set, the value of the SN_HOST environment variable will be used.
password
string
Password used for authentication.
If not set, the value of the SN_PASSWORD environment variable will be used.
Required when using basic authentication or when grant_type=password.
refresh_token
string
added in 1.1.0 of servicenow.itsm
Refresh token used for OAuth authentication.
If not set, the value of the SN_REFRESH_TOKEN environment variable will be used.
Required when grant_type=refresh_token.
timeout
float
Timeout in seconds for the connection with the ServiceNow instance.
If not set, the value of the SN_TIMEOUT environment variable will be used.
username
string
Username used for authentication.
If not set, the value of the SN_USERNAME environment variable will be used.
Required when using basic authentication or when grant_type=password.
number
string
Number of the record to operate on.
Note that contrary to sys_id, number may not uniquely identify a record.
on_hold
boolean
    Choices:
  • no
  • yes
A change request can be put on hold when state is not in the new, canceled, or closed.
other
dictionary
Optional remaining parameters.
For more information on optional parameters, refer to the ServiceNow change request documentation at https://docs.servicenow.com/bundle/paris-it-service-management/page/product/change-management/task/t_CreateAChange.html.
priority
string
    Choices:
  • critical
  • high
  • moderate
  • low
Priority is based on impact and urgency, and it identifies how quickly the service desk should address the task.
requested_by
string
User who requested the change.
risk
string
    Choices:
  • high
  • moderate
  • low
The risk level for the change.
short_description
string
A summary of the change request.
state
string
    Choices:
  • new
  • assess
  • authorize
  • scheduled
  • implement
  • review
  • closed
  • canceled
  • absent
The state of the change request.
If state value is assess or authorize or scheduled or implement or review or closed, assignment_group parameter must be filled in.
For more information on state model and transition, refere to the ServiceNow documentation at https://docs.servicenow.com/bundle/paris-it-service-management/page/product/change-management/concept/c_ChangeStateModel.html
sys_id
string
Unique identifier of the record to operate on.
template
string
Predefined template name for standard change request.
For more information on templates refer to ServiceNow documentation at https://docs.servicenow.com/bundle/quebec-it-service-management/page/product/change-management/concept/c_StandardChangeCatalogPlugin.html or find template names on <your_service_id>.service-now.com/nav_to.do?uri=%2Fstd_change_producer_version_list.do%3F
type
string
    Choices:
  • standard
  • normal
  • emergency
Specify what type of change is required.
urgency
string
    Choices:
  • low
  • medium
  • high
The extent to which resolution of an change request can bear delay.

See Also

servicenow.itsm.change_request_info_module

The official documentation on the servicenow.itsm.change_request_info module.

Examples

- name: Create change request
  servicenow.itsm.change_request:
    instance:
      host: https://instance_id.service-now.com
      username: user
      password: pass

    type: standard
    state: new
    requested_by: some.user
    short_description: Install new Cisco
    description: Please install new Cat. 6500 in Data center 01
    attachments:
      - path: path/to/attachment.txt
    priority: moderate
    risk: low
    impact: low

    other:
      expected_start: 2021-02-12

- name: Change state of the change request
  servicenow.itsm.change_request:
    instance:
      host: https://instance_id.service-now.com
      username: user
      password: pass

    state: assess
    assignment_group: some.group
    number: CHG0000001

- name: Close change_request
  servicenow.itsm.change_request:
    instance:
      host: https://instance_id.service-now.com
      username: user
      password: pass

    state: closed
    close_code: "successful"
    close_notes: "Closed"
    assignment_group: some.group
    number: CHG0000001

- name: Delete change_request
  servicenow.itsm.change_request:
    instance:
      host: https://instance_id.service-now.com
      username: user
      password: pass

    state: absent
    number: CHG0000001

Status

Authors

  • Manca Bizjak (@mancabizjak)
  • Miha Dolinar (@mdolin)
  • Tadej Borovsak (@tadeboro)
  • Matej Pevec (@mysteriouswolf)