Create Service Request

Reference documentation for using the Ivanti Neurons for ITSM Create Service Request action

Written By Support Channel

Last updated 7 months ago

Overview of the Create Service Request action

The Create a Service Request action enables you to dynamically create a new Service Request record within Ivanti Neurons for ITSM, using the Create Service Request API.

Purpose

To create a new Service Request in Ivanti Neurons for ITSM using specified field values and parameters.

Parameters

1 Neurons for ISM Instance
1 Business Object
Data/Field Values
1 User Email

Output

Business Object RecId

Understanding the Create Service Request action

The Create Service Request action allows you to generate a new Service Request in Ivanti Neurons for ITSM using a predefined template and a set of template values. Service Request templates define the fields that this template has.

Neurons for ISM System

Select the Ivanti Neurons for ITSM system that the schema will be retrieved from.

Request Offering

Specify the request offering to use to create the service request from within your Ivanti environment

Map Fields Manually

Check this option if you want to manually map field values for the parameters. Otherwise, the system auto generates a card to show to the user.

Data

Payload of generated card’s output.

Field Values

A list of field names and values from the offering to assign. These must match the field definitions in the selected business object. For example:

  • Subject: "I need help with my laptop"

  • Symptom: "my laptop does not turn on"

User Email

The user that the service request will be created for.

Working with Create Service Request action

To use this action effectively, ensure that the Request Offering you select is published and available in your Ivanti environment, and that all required fields are correctly populated. Manual field mapping allows you to tailor the submission using expressions or specific workflow data, such as user input or system-generated values.

Note

If you are using the data field, you must use an Autogenerated Card from the Ivanti plugin to ensure all the data in the background is correct. This is not required when you are manually mapping fields.

The action outputs the Business Object RecId of the created Service Request, which can then be referenced in subsequent actions. This makes the Create Service Request action a foundational step in automating end-to-end service delivery processes in your workflows.

Create and manage Create Service Request actions

Add a Create Service Request action

Add the action

Use the following steps to add the action to a workflow.

Configure the action

Use the following steps to configure the action.

  1. Set values for the Neurons for ISM System and Business Object.

  2. Click Add Fields to add a new field value.

  3. Select Field Name and give it a value in the Right field. This can be a simple value such as a Number or Text string, or it can be the return value of an expression.

  4. Click OK to complete setup of your new field value.

  5. Set values for the Data and User Email.

  6. Click back in the main view to hide the slide-over.

Delete a Create Service Request action

Use the following steps to remove the action from your workflow:

Take care when deleting an action to also remove any logic using its outputs: workflow steps may function incorrectly or break if they attempt to evaluate an output of a deleted action.