Getting the Sys_Id information on an already existing service now incident

[ghost]

Hello, is there an existing way to grab the sys_id for an already existing ticket/incident number in service now? What I am trying to do is update an incident which wasn't created by the service now module, but I can't find a way to grab the sys_id without actually creating a ticket using your module.

[Rick-2CA]

You query for the ticket and the data returned includes sys_id.

[ghost]

What would the command look like to return the sys_id if I already know the ticket/incident number?

[Rick-2CA]

You'd do Get-ServiceNowIncident -MatchExact @{number='INC0123456'} to get the number you want. You could add -Properties sys_id to only pull back the sys_id if you want (or any specific list of properties). Otherwise it'll pull back default values.

Or for what you described you can take advantage of Update-ServiceNowNumber by passing the number and table and let it look up the sys_id for you by doing Update-ServiceNowNumber -Number INC0123456 -Table incident -Values @{property='value'}.

[ghost]

so the command Get-ServiceNowIncident -MatchExact @{number='ticket_number'} works for querying the sys_id for tickets created using your service now module. But when I try to query a ticket_number which was created from the web interface of service now, nothing is returning... Any idea what could be happening? Thank you

[Rick-2CA]

The PowerShell module interacts with the ServiceNow database just like the web interface does. What you may be running into is the type of ticket you're searching for. Get-ServiceNowIncident queries the incident database specifically. That's a ticket with a number that begins with INC. If you're trying to find a different ticket type you'd need to use the corresponding command. If that command doesn't exist you'd want to use Get-ServiceNowTableEntry and specify the table name that has your ticket. That's how you'd query for custom ticket tables for example.

[ghost]

I'm still trying to query an incident, just not created with the powershell module and instead from the web interface. Is it possible that when I create a ticket from the web interface that the ticket is being stored under a different table other than incident? I'm not sure what else to try...

[Rick-2CA]

If you open the ticket in the web you should get a URL such as https://tenant.service-now.com/nav_to.do?uri=%2Fsc_req_item.do%3 and be able to see which table you're looking at. In this example my URL shows me in the sc_req_item table. Could help you confirm which database you're working in. It should be the incident table from what you described.