ServiceNow Plugin

This Dataiku DSS plugin provides a read connector to interact with ServiceNow tables.

Setup

Create service accounts

As a DSS admin, go to Applications > Plugins > Installed > ServiceNow > Settings > Service accounts > + Add preset. Add the URL to the ServiceNow instance to reach. Add the user name and password of the ServiceNow account that will be used to interact with the instance. Finally, share the preset with the relevant groups.

Create an instance preset for user accounts

As a DSS admin, go to Applications > Plugins > Installed > ServiceNow > Settings > User accounts > + Add preset. Add the URL to the ServiceNow instance to reach. Share the preset with everyone. Once this preset is create, each DSS user that requires accessing to the ServiceNow instance will have to go to their own profile page > Credentials > created preset > Edit symbol, and add their own user name and password.

Read a ServiceNow table

In the flow, click on +Dataset > Plugins/ServiceNow > ServiceNow table to dataset. Select the appropriate authentication type and preset and the table to retrieve. Press Test & get schema and Create

Create a incident ticket on faulty scenario

In the scenario building the target dataset, add a final step with Add step > ServiceNow / Send a ServiceNow incident. Select the appropriate authentication type and preset, and fill in the standard message template to be sent to the ServiceNow operator. This template can contain variables such as ${projectKey}. Finally, in the Run this step selector, pick the If some prior step failed option.

Check incident resolution from within DSS

As soon as an incident has been sent to ServiceNow, it is linked to all the datasets declared in the scenario step. The incident is now visualized by a red ticket, which reveals the incident number, date and current status.

Refresh incident status

From the project, click ... > Macros > servicenow > Refresh incidents status, select the appropriate authentication type and preset, and press Run macro. This will refresh the ticket status for all the datasets present in the project. This macro can be run periodically by using a scenario and running the macro from within a step.

Use with a LLM agent

This plugin can be used as a tool by an agent to create ServiceNow issues. This requires Dataiku >= 12.6.2.

Example Use Case: Create Issues Based on User Input

In this example, we aim to process a dataset of messages from user tickets and create ServiceNow issues if necessary.

• First, we need to create the agent tool. In the project's flow, click on Analysis > Agent tools > +New agent tool > Create a ServiceNow issue. Name the identifier and the agent.
• Then, we can create the actual agent. Click on +Other > Generative AI > Visual Agent, name the agent, click on v1, and add the tool (+Add tool) created in the previous step. In the agent's Additional prompt section, describe what are your specifications on what the parameters in the ticket should contain. The agent tool can fill in the following parameters: description, summary, emergency and impact. An example of specification could be The impact should be set to 1 only if the problem impact production
• Once this is done, the agent can be used in place of an LLM in your prompt and LLM settings. For instance, a simple LLM recipe with the prompt You are an IT agent and your mission is to write ServiceNow ticket if the user's message requires it.

License

Copyright 2024 Dataiku SAS

This plugin is distributed under the Apache License version 2.0