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A Workflow Engine function that sends an incident update request to ServiceNow.

This function is available as a feature of the Add-ons v2.3 download and later.

This function is available for alert and Situation workflows.

Back to Workflow Engine Functions Reference.


Workflow Engine function updateServiceNowIncident has no arguments.

The setServiceNowPayload function must be used in the workflow before this to set the payload for the request with requestType of update.


The following example demonstrates typical use of Workflow Engine function updateServiceNowIncident.

In this case, the the workflow updates the related incident description field in the target ServiceNow system using the defined payload, updateSituationTicket.

Sample Workflow - Update ServiceNow Incident (Situation Integration WFE)



Entry filter

NOT '' = null


0 seconds (set as needed)

Get/Check correlation info


Run action to check for related ServiceNow incidents

serviceName : ServiceNowMgmt

contextName (optional) :

Set ticket payload and target


Build request payload and save to workflowContext

instance: $(workflowContext.passedInstance)

requestType: update

payloadTemplate: $(workflowContext.passedPayloadTemplate)

Update related incident


Send update request using workflow context from previous action

The workflow takes input values from workflowContext (set in the corresponding workflow in the Situation Delta WFE which initiates this request when a user edits the Situation description in the UI) and, in this case, issues a request to ServiceNow to update the related incident description.