1 .Pre-requisites

• Be familiar with the REST API and the parameters it accepts before attempting to define a REST message in a ServiceNow instance
• Role required to access System Web Services modules : web_service_admin
• REST API explorer

2. Rest explorer : Outbound Message

Note: HTTP Headers

• Accept : application/json
• Content-Type: application/json
• User-Agent : ServiceNow

2. REST APIs

2.1 Get customer request by id or key

• API : GET /rest/servicedeskapi/request/{issueIdOrKey}
• Returns the customer request for a given request Id/key.
• Authentication : Basic ( UserName and password)
• Accept : application/json
• Content-Type : application/json
• User-Agent : ServiceNow
• Response: json response with issue details

For example: http://empyratestjira.eastus.cloudapp.azure.com/rest/servicedeskapi/request/SNOW-1

• SNOW-1 is the name of the ServiecDesk Issue Number.
• Method : GET

2.2 Create customer request

• POST /rest/servicedeskapi/request

• Description : Creates a customer request in a service desk. The service desk and request type are required. The fields that are mandatory for the request type are also required

• Authentication : Basic ( UserName and password)

• Accept : application/json
• Content-Type : application/json
• User-Agent : ServiceNow
• Response: Json response of created issue in Jira SD

For example : http://empyratestjira.eastus.cloudapp.azure.com/rest/servicedeskapi/request

• Authorization: basic

• Accept : application/json

• Content-Type : application/json

• User-Agent : ServiceNow

• HTTP Query Parameters: Content

{

"serviceDeskId": "6",

"requestTypeId": "63",

"requestFieldValues": {

"summary": "Request JSD help via REST",

"description": "I need a new mouse for my Mac"

},

"requestParticipants": [

"admin"

]

}

Note:

• serviceDeskId : Project Id
• requestTypeId : Request Type Id

2.3 Update Customer Request

• POST /rest/api/2/issue/SNOW-1

• Description : Updates customer request in a service desk. The service desk and request type are required. The fields that are mandatory for the request type are also required

• Authentication : Basic ( UserName and password)

• Accept : application/json
• Content-Type : application/json
• User-Agent : ServiceNow

For example : http://empyratestjira.eastus.cloudapp.azure.com/rest/api/2/issue/SNOW-1

• Authorization: basic

• Accept : application/json

• Content-Type : application/json

• User-Agent : ServiceNow

• HTTP Query Parameters: Content

{

"fields": {

"summary": "Update the Jira Service Desk request"

}

}

**Note: At present, there no service desk api to update the service request. We have to use standard Jira REST API to update the issue with issue key

2.4 Business Rules

• Create Business Rule
• When to run
• Actions
• Advanced

Sample Code

var r = new sn_ws.RESTMessageV2('JIRA ServiceDesk', 'Create Issue');

r.setStringParameter("serviceDeskId","6");
r.setStringParameter("requestTypeId","63");
var requestBody ='{"serviceDeskId":"${serviceDeskId}","requestTypeId":"${requestTypeId}","requestFieldValues": {"summary": "'+current.short_description+'","description": "'+current.description+'"},"requestParticipants": ["admin"]}';
r.setRequestBody(requestBody) ;
var response = r.execute();
var responseBody = response.getBody();
var httpStatus = response.getStatusCode();
gs.log(responseBody);