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Service Now Case Update (Additional Parameters)


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We currently are using an autotask to create a case in Service Now however we want to update cases based upon certain information required by 3rd party. After having a look at the parameters on ibridge methods for Service Now > Customer Service Manager > Cases > Update, we have identified not all of the parameters are available in Hornbill that are via the ServiceNow API for the call made. Would it be possible to get Customer Reference and Description in iBridge?

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Hi @danec,

I can see Description as an optional field in the standard ServiceNow Case form, but can't see a Customer Reference field. Is this a custom field? We should be able to add the ability to send values to custom fields if that is the case.

Thanks,

Steve

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Hi @danec,

We have made the changes to the update and create operations within Service Now's Cases. We've added the description field and allowed for the entering of additional custom fields. This change has just been promoted to live and should be available within your instance shortly. 

Many thanks,

Josh

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