ServiceNow Incident Handler

Use the ServiceNow Incident Handler connector to create, read, update, or delete incidents in ServiceNow directly from Camunda processes.

This connector works with the ServiceNow incident table, enabling automated IT service management and process-driven incident handling.

Supported operations

Operation	Description	Example use case
Create	Create a new incident in ServiceNow.	Automatically log an incident when a process task fails.
Read	Retrieve details of an existing incident using its sys_id.	Check the current status of an incident.
Update	Modify fields on an existing incident.	Change incident priority or assignment group mid-process.
Delete	Remove an incident by its sys_id.	Clean up test or temporary incidents after automation runs.

Configure the connector

Select ServiceNow Incident Handler from Camunda Modeler connector templates or download it from the Camunda Marketplace.

Required fields

Field	Description
Instance name	Name of your ServiceNow instance (e.g., your-instance-name).
Operation	One of Create, Read, Update, or Delete.
Payload	JSON data representing incident fields (for Create and Update operations).
Sys ID	Unique identifier for Read, Update, or Delete operations.
Authentication	ServiceNow credentials (username and password).

tip

Store ServiceNow credentials securely as Camunda secrets and reference them in the connector configuration (e.g., {{secrets.snUser}} and {{secrets.snPwd}}).

Configuration of the Incident Handler connector in Camunda Modeler.

Example configurations

Create a new incident

Field	Example value
Instance name	your-instance-name
Operation	Create
Payload	{"short_description": "Create ServiceNow Incident (from Camunda)"}
Username	{{secrets.snUser}}
Password	{{secrets.snPwd}}

Update an existing incident's priority

Field	Example value
Instance name	your-instance-name
Operation	Update
Sys ID	{{incidentSysId}}
Payload	{"priority": "2"}
Username	{{secrets.snUser}}
Password	{{secrets.snPwd}}