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UiPath Process Mining

The UiPath Process Mining Guide

ServiceNow Incident Management input fields

Introduction

This section contains an overview of the fields for each of the input tables of the ServiceNow Incident Management app template. For each table the fields are listed.

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Note:

You need appropriate read permissions in ServiceNow.

ServiceNow objects

  • To obtain the Configuration Item name in the Configuration Management Database access to the cmdb_ci​ object is required. ​
  • The following ServiceNow objects are required regarding the Incident Management process: incident, metric_definition, metric_instance.
  • To obtain due dates, the following objects are necessary: task_sla, contract_sla.
ObjectTables
Configuration Itemcmdb_ci
Incidentincident
metric_definition
metric_instance
Due datestask_sla
contract_sla

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Note:

Table names and field names are case-sensitive. Always make sure that the field names (column headers) in your dataset match the field names in the table below and that the file names match the table names.

Field types

Below is an overview of the different field types and their default format settings.

Field typeFormat
booleantrue, false, 1, 0
dateyyyy-mm-dd
datetimeyyyy-mm-dd hh:mm:ss[.ms], where [.ms] is optional.
doubleDecimal separator: . (dot)
Thousand separator: none
integerThousand separator: none
textN/A

Configuration item

cmdb_ci table

Below is an overview of the fields of the cmdb_ci table.

FieldTypeDescription
name_display_valuetextName of the CI instance.
sys_class_name_display_valuetextCategory for CI.

Incident

incident table

The incident table contains data related to each incident number.
Below is an overview of the fields of the incident table.

FieldTypeDescription
numbertextIncident number (Case id).
assigned_to_display_valuetextUser assigned.
priority_display_valuetextLevel priority for the incident.
caller_id_display_valuetextUser that created the incident.
assignment_group_display_valuetextFirst team assigned to the incident.
cmdb_ci_display_valuetextAffected configuration item.
close_code_display_valuetextCategory for the close status.
state_display_valuetextStatus of the ticket.
contact_type_display_valuetextType of contact used to report the incident.
category_display_valuetextIncident category (Security, Software, Server, Hardware, Network, etc).
upon_approval_display_valuetextInstructions for next steps in case of approval.
upon_reject_display_valuetextInstructions for next steps in case of rejection.
urgency_display_valuetextUrgency level for the Incident.
sys_updated_ontextDate the data was updated on the system.
sys_idtextID necessary to join the metric_instance table. This ID is a primary key for the table, therefore each record is unique for the table.

metric_definition

The metric_definition table contains defined metrics to track how long an audited field holds a certain value. Below is an overview of the fields of the metric_definition table.

FieldTypeDescription
sys_idtextID necessary to join the metric_instance table. This ID is a primary key for the table, therefore each record is unique for the table.
nametextDefinition for the type of data retrieved on "value" field in metric_instance table.

metric_instance

A metric instance is a record in the metric_instance table. Below is an overview of the fields of the metric_instance table.

FieldTypeDescription
definitiontextID necessary to join the metric_definition table.
idtextID necessary to join the incident table.
sys_created_ondatetimeUsed for creating the event end.
valuetextContains data about status, users and teams.

Due dates

task_sla

The task_sla table contains data related SLA and due dates. Below is an overview of the fields of the task_sla table.

FieldTypeDescription
task_display_valuetextIncident number (Case id).
sla_display_valuetextSLA Name.
planned_end_timedatetimeExpected date for the due date.

contract_sla

The contract_sla table contains data related to the duration for each SLA type. This table is needed in conjunction with task_sla table to obtain the last SLA record (due date type) assigned to case ids. Below is an overview of the fields of the contract_sla table.

FieldTypeDescription
name_display_valuetextSLA Name.
durationintegerMax duration of an SLA type.

Updated 11 days ago

ServiceNow Incident Management input fields


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